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Refund Policy

In force from October 14, 2026

CreditPal keeps the money you pay for a plan. We hand a charge back only in the three narrow situations set out below. If you are unsure whether the assistant suits you, try the Credit Console on our website first, and remember that renewals can be switched off in your account at any moment.

Your score is not part of the deal

CreditPal explains your credit file and suggests steps. It is educational guidance; lenders and bureaus decide what your score does. So the fee stays paid if:

  • your score stayed flat, went up by less than you wanted, or moved slower than you planned for,
  • you see an explanation, an estimate or the order of your steps differently from the assistant,
  • your file was too thin, was frozen or locked, or could not be matched, leaving little for CreditPal to work with,
  • you never linked a credit profile, ran no what-if scenarios, or ignored the plan for the whole period,
  • you lost interest or sorted your credit out some other way,
  • you took the plan for a single purchase, even though pricing, checkout, the receipt email and your account all describe automatic renewal,
  • a renewal arrived before you got round to cancelling, or you cancelled right after it,
  • the tier or the monthly versus yearly option was not the one you meant to choose,
  • you wanted something the pricing page does not list, or a tool works differently from what you pictured,
  • days remain in the period after you cancel (periods are never split),
  • another person, including someone you gave your login to, used the account.

How a plan is billed

Starter, Plus, Pro and Family / Enterprise are subscriptions charged monthly or yearly. Payment opens the assistant for one billing period: reading the credit reports you bring, factor explanations, the what-if simulator and your personal improvement plan, up to the limits on the pricing page. You are paying for that period of access rather than for a number of reports or simulations, and the whole period is available from its first day, however often you log in.

When we return money

  1. Duplicate billing. One period was charged twice because our billing went wrong. The extra charge comes back.
  2. A card payment you did not make. Your card was used by someone else, you let us know at the latest 14 days after the charge, and our account logs and the payment processor's data agree with you. We do not decide on your statement alone and may ask you to show that the issuing bank has also been told.
  3. The assistant was down completely. Through a fault we confirm on our end, nobody could use CreditPal for a continuous stretch, you got in touch during that stretch, and we could not bring it back. Slow screens, one tool acting up, a bureau or data link that is briefly unavailable, or trouble with your own phone, browser or connection do not count.

Money we return is capped at the price of the period concerned, goes only to the card that paid, and fully settles our responsibility for that charge. A refund once given does not create a right to another one.

Sending a request

Write to [email protected] from the email address linked to your CreditPal account, within 14 days of being charged. Give the amount, the date of the charge and the case from the list above. We cannot look at requests that come later or by another route. Requests are taken in order of arrival with no promised turnaround, and once declined they stay declined.

Cancelling and renewal dates

Your plan keeps renewing until you cancel, which takes a couple of clicks in your account and needs no email to us. From that point nothing further is charged, and you go on using CreditPal until the current period ends. Cancelling does not count as asking for money back.

On the renewal date the next period begins and its fee becomes due. If the card refuses the payment, the fee is still owed and the processor tries the card again over the following days; that is the same invoice being collected, not new charges. Cancelling while those attempts run stops later renewals but leaves the started period payable, and once it is collected it is not returned. Your renewal date is shown in your account, so cancel ahead of it to avoid another period.

Starting right away

Buying a plan is a request for us to start at once. If a statutory cooling-off period or right of withdrawal would otherwise protect you, you accept that it ends once the service is running at your request.

Evidence and bank disputes

Signing up includes accepting our Terms of Service, of which this page is a part, together with our Privacy Policy. Before you pay, checkout names the plan, its price, the billing interval and the automatic renewal, and the receipt and your account confirm them.

Each subscription leaves a trail with us: purchase time, the plan and price at checkout, your acceptance of the terms, emails sent to you, and the account log of sign-ins, profile links, simulations and plan changes with their technical details. The payment processor has its own entry for each charge, showing the card's country, where the payment came from and the 3D Secure result.

We test any claim of an unauthorised charge against that trail. Taking a charge to your bank without writing to us first breaks our Terms; in that case the trail goes to the card issuer and the account is closed permanently.

Older subscriptions

Plans bought before October 14, 2026 keep the refund rules published on their purchase date.