Refund Policy

LeadingPilot is operated by Telvara Holdings Limited, a company registered in the United Kingdom under company number 17175891, with its registered office at 27 Crofton Road, No. 6, 1st Floor, Liverpool, England, L13 5UJ. We're the merchant of record, so any refund comes from us. Reach the billing team at [email protected] or call +44 7782 220559.

Credit packs are non-refundable, used or unused. That covers every LeadingPilot credit purchase, because every purchase is a one-off pack. Unused credits expire 60 days after purchase or grant. Buying another pack does not extend older credits.

If you buy as a consumer in the UK or the EU, the law normally gives you 14 days to cancel a digital purchase. At checkout you ask us to add the credits straight away and tick a box confirming you understand that this ends the cancellation right once they're added. Your receipt email repeats that confirmation. If you're buying for a business, the consumer cancellation right doesn't apply to the purchase in the first place.

If we charged you twice, or charged the wrong amount, we refund the difference to the original payment method.

If a lead qualification fails because of a fault at our end, the credits it used go back to your balance automatically. That's a credit return, not a card refund.

And nothing in this policy takes away your statutory rights.

Expert orders and paid templates are non-refundable once paid, on the same terms as credit packs, including the exceptions above. If an expert doesn't deliver, or delivers something materially different from what the order described, raise it in the order messages first and then through the dispute process in the Marketplace Terms.

Email [email protected] from the email address on your account. Include your order number (the LP-YYYY-MM-DD-XXXX string from your receipt) and what looks wrong with the charge.

We reply within two working days. A refund for a billing error goes back to the original payment method via our secure payment partner and usually settles within 5–10 working days, depending on your card issuer.

Please email us before initiating a chargeback. We resolve almost everything within 24 hours by email. Chargebacks initiated without contacting us may result in account suspension pending review while we work with the issuing bank to retrieve transaction records.

If we can't resolve a dispute directly, you may raise it through the UK Financial Ombudsman Service or, for EU residents, your national consumer protection authority. Our registered address for formal correspondence is 27 Crofton Road, No. 6, 1st Floor, Liverpool, England, L13 5UJ. Contact us first. Most disputes resolve at that step.