Refund Policy

The one-time fee for your first encrypted .legacy download is currently £4.99. If you import an existing file to make changes and download an updated version, the fee is currently £2.99 per update download.

Planning your accounts, importing and editing a file, the checklist, executor guide, and Executor Portal remain free. You only pay when you download a new or updated encrypted file.

Because your legacy data is encrypted entirely in your browser and never stored on our servers, we cannot verify the contents of your file after download.

You may request a full refund within 14 days of payment if:

• Technical failure: You paid but the download did not work due to a fault on our website (e.g. encryption error, payment confirmed but download blocked)
• Duplicate payment: You were charged twice for the same download
• Accidental purchase: You paid but did not successfully download any file

We cannot offer refunds if:

• You successfully downloaded your encrypted .legacy file
• You forgot your passphrase (we never store it and cannot recover it)
• You lost the downloaded file (we do not keep copies)
• You changed your mind after a successful download — digital content delivered immediately is exempt from the standard 14-day cooling-off right once download begins, under UK consumer law
• Generated templates did not achieve account closure with a third-party company (company policies are outside our control)

Email refunds@kindclosure.co.uk within 14 days of payment with:

• The email address used at checkout (if applicable)
• Date of payment
• Payment reference or receipt from Square
• A brief description of the issue

We aim to respond within 5 working days and process approved refunds within 14 days to your original payment method.

The Executor Portal, quick-start guide, and account closure templates are never charged. No refund applies because there is no fee. We believe families should not pay to close a loved one's accounts during bereavement.

This policy does not affect your statutory rights under the Consumer Rights Act 2015 and other applicable UK consumer protection laws. If the digital service is faulty (not as described or not of satisfactory quality), you may have additional remedies regardless of this policy.

Refund enquiries: refunds@kindclosure.co.uk