Refund Policy

1. Our 30-Day Money-Back Guarantee

At RightCareHome, we stand behind the quality of our Professional Assessment service. If you are not completely satisfied with your assessment report, we offer a 30-day money-back guarantee. This policy demonstrates our commitment to delivering high-quality, valuable care home recommendations to every family we serve.

2. Who Qualifies for a Refund

You may be eligible for a full refund if:

• Your Professional Assessment report was not delivered within 48 hours of receiving complete information from you (excluding weekends and public holidays)
• The report contains significant factual errors or inaccuracies that materially affect its usefulness
• The service did not meet the specifications described at the time of purchase
• You provided accurate information but the recommendations were clearly inappropriate for your stated needs
• Technical issues on our end prevented you from accessing your report
• The request is made within 30 days of purchase

3. Services Covered by This Policy

3.1 Professional Assessment (£119)

Our refund policy applies to the Professional Assessment service, which includes comprehensive care home analysis, risk identification, quality scoring, and personalised recommendations.

3.2 Free Services

Our Free Shortlist service is provided at no cost and therefore is not covered by this refund policy. Free services are provided "as-is" without any money-back guarantee.

4. How to Request a Refund

To request a refund, please follow these steps:

Step 1: Contact Our Support Team

Email our refunds team at refunds@rightcarehome.com within 30 days of your purchase date.

Step 2: Provide Required Information

Include the following in your refund request:

• Your full name and email address used at purchase
• Order reference number (found in your confirmation email)
• Date of purchase
• Detailed reason for requesting a refund
• Specific concerns or issues with the assessment report (if applicable)

Step 3: Review Process

Our team will review your request within 2 business days. We may contact you to:

• Understand your concerns in more detail
• Offer to revise or supplement the report to address any issues
• Clarify any misunderstandings about the service

Step 4: Decision and Processing

We will notify you of our decision via email. If your refund is approved, it will be processed within 5-7 business days.

5. Refund Processing and Timing

Once your refund has been approved:

• Processing Time: 5-7 business days from approval
• Payment Method: Refunded to your original payment method (credit/debit card)
• Bank Processing: Please allow an additional 3-5 business days for the refund to appear in your account, depending on your card issuer
• Confirmation: You will receive an email confirmation once the refund has been processed

If you do not see the refund in your account within the expected timeframe, please check with your bank or card issuer, as processing times can vary. If the issue persists, contact us for assistance.

6. What Happens After a Refund

Once a refund has been processed:

• You will no longer have access to the Professional Assessment report
• Any personalised recommendations or follow-up support will be discontinued
• We may request that you delete or destroy any copies of the report you have saved
• The transaction will be marked as refunded in our records

You remain welcome to use our Free Shortlist service or purchase a new Professional Assessment at any time in the future.

7. Exceptions and Non-Refundable Situations

Refunds will not be issued in the following circumstances:

• Late Requests: Refund requests made more than 30 days after purchase
• Change of Mind: You changed your mind after receiving a complete and accurate report that met all specifications
• Inaccurate Information: You provided incorrect, incomplete, or misleading information that affected the quality of the assessment
• External Factors: Care home quality changed after report delivery, or care homes on the shortlist became unavailable
• Subjective Preferences: The recommendations met the criteria you specified, but you later decided you prefer different criteria
• Delays Beyond Our Control: Delivery was delayed due to incomplete information from you, your email provider blocking our emails, or other factors outside our control
• Duplicated Purchases: You accidentally purchased the service multiple times

8. Partial Refunds

In certain circumstances, we may offer a partial refund rather than a full refund. This may apply when:

• Minor errors or omissions were identified and corrected, but you prefer a refund
• The report was delivered slightly late, but you still received value from it
• You used a significant portion of our follow-up support services before requesting a refund

Partial refund amounts will be determined on a case-by-case basis and clearly communicated to you before processing.

9. Chargebacks and Payment Disputes

We encourage you to contact us directly before initiating a chargeback or payment dispute with your bank or card issuer. Chargebacks can have serious consequences for both parties:

• Chargebacks incur additional fees and administrative costs
• Initiating a chargeback may result in suspension of your access to our services
• We may be unable to provide refunds for future purchases if chargebacks are filed

If you have concerns about a charge, please contact us first at refunds@rightcarehome.com. We are committed to resolving disputes fairly and promptly.

10. Free Services and No-Cost Offerings

Our Free Shortlist service and other no-cost offerings are provided without charge and are not covered by this refund policy. These services are provided "as-is" and "as available" without any guarantees or warranties.

If you are dissatisfied with a free service, we welcome your feedback at support@rightcarehome.com, and we will do our best to address your concerns.

11. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. The policy in effect at the time of your purchase will govern your refund eligibility.

We will notify users of material changes by updating the "Last updated" date at the top of this page. We encourage you to review this policy before making a purchase.

12. Your Rights Under UK Consumer Law

This refund policy does not affect your statutory rights under UK consumer protection law. Under the Consumer Rights Act 2015, you have the right to:

• Receive services performed with reasonable care and skill
• Receive services as described
• Have any information provided be accurate

If our service fails to meet these standards, you may be entitled to a refund, price reduction, or re-performance of the service, regardless of the terms in this policy.

For more information about your consumer rights, visit the Citizens Advice website at www.citizensadvice.org.uk or contact the Citizens Advice consumer helpline on 0808 223 1133.

13. Contact Us

If you have questions about this Refund Policy or need assistance with a refund request, please contact us:

We aim to respond to all refund enquiries within 2 business days (Monday to Friday, excluding public holidays).