Refund & Cancellation Policy

What you are paying for

When you pay, you are paying us to prepare your appeal and, where a supported route exists, to submit it to the issuer on your behalf. You are not paying for a particular outcome. Whether a charge is cancelled is decided by the council or parking operator, not by us, and we do not guarantee that any appeal will succeed. A rejected appeal is not, by itself, a reason for a refund.

Our usual approach: the next stage, free

A parking or penalty case often has more than one stage. If your first challenge is rejected, there is normally a further step we can take — for example formal representations, an independent tribunal or adjudicator (such as POPLA, the IAS, London Tribunals or the Traffic Penalty Tribunal), or a reply to the issuer or a debt collector.

So if you are unhappy with how your case has gone, our usual first step is to carry your case to its next available stage at no extra charge, rather than to refund the fee. We would rather keep fighting your notice than stop. You are free to tell us you would prefer not to continue.

When we refund

• If we cannot produce any appeal for your notice. If, after you pay, we find we are unable to prepare any valid appeal, representation or letter for the notice you uploaded, we refund that fee in full.
• If we charged you in error — for example a duplicate charge, or a charge for something we did not do — we put it right.
• Where the law gives you a right to a refund. Your statutory rights always apply (see below), and nothing here limits them.

Beyond those situations, refunds are considered individually, as a matter of goodwill and on the facts of your case. We are not promising an automatic or blanket refund, and we do not refund simply because an appeal was unsuccessful. If you think your case deserves one, email support@appealgo.com and we will look at it fairly.

Cancelling, and the 14-day rule

Appeals are usually time-sensitive, so we start work as soon as you ask us to. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, a consumer normally has 14 days to cancel a service bought online. However, where you ask for a service to start immediately and we begin it within that period, that cancellation right can be lost once the service has been fully performed, and may be reduced while it is being performed.

Because of the deadlines on parking and penalty notices, when you ask us to proceed you are asking us to begin straight away. That means that once we have begun preparing or submitting your appeal, the 14-day cancellation right no longer applies in the usual way. We tell you this before you pay. If you contact us before we have started work, we will cancel and refund you.

Your statutory rights are not affected

Nothing in this policy or our Terms removes or reduces the rights you have under UK consumer law that cannot be excluded. Under the Consumer Rights Act 2015, a service must be carried out with reasonable care and skill. If it is not, you may be entitled to have it put right or to an appropriate reduction in price. If you believe we have not met that standard, tell us and we will deal with it.

Plans

If you are on a monthly or yearly plan, you can cancel future renewals at any time and your plan continues until the end of the period you have already paid for. Cancelling a plan does not, by itself, refund an appeal we have already prepared or filed under it.

How to reach us

For any refund or cancellation question, email support@appealgo.com with your name and the PCN or charge reference, and we will come back to you.