Refund policy

The rules

Full refund, no questions: within 30 days of purchase, if a product has a factual error, missing component, or quality issue that we cannot correct within five working days.

Partial refund, case by case: within 30 days of purchase, if you realise after buying that your situation is not suitable for a DIY application (for example, you discover a complexity trigger listed on the solicitor check page). We recognise that most of the cost of delivering your personalised report is already incurred once the PDF has been generated, so partial refunds are offered at our discretion depending on how much of the product you have used.

No refund: for "I have changed my mind" after the delivery email has been sent. The Readiness Check report, the Preparation Pack letters, the Preparation Pack spreadsheets, and the Complete Bundle workbooks are all generated at the point of purchase using your specific inputs, so the production cost is real and non-refundable.

How to request a refund

Email justin@probatepack.ie with:

• Your order reference (from the Stripe receipt email)
• The product name
• A one or two line description of the problem

We aim to reply within one working day and resolve the request within five working days.

What counts as a quality issue

• Factual errors against current Irish law or Revenue guidance
• Missing components listed in the product scope
• Mismatched personalisation (wrong deceased's name, wrong beneficiary, etc.)
• PDF corruption or a broken download link
• Letters addressed to the wrong institution

What does not count as a quality issue

• A solicitor disagrees with a product recommendation. (ProbatePack is preparation support, not legal advice. A solicitor's view is theirs to give and may differ from our framing.)
• Your situation turned out to be more complex than you said on the questionnaire. (The Readiness Check explicitly flags complexity triggers; higher-tier products rely on accurate inputs from you.)
• You want a different product than the one you bought. (We can typically credit a cancelled purchase toward another product within 30 days, case by case.)

Consumer rights

This refund policy is offered in addition to, not instead of, your statutory consumer rights under Irish and EU consumer law. Nothing on this page reduces your rights under the Consumer Rights Act 2022 or the EU Consumer Rights Directive.

For digital products delivered immediately, the standard 14-day "cooling off" right does not apply once the product has been delivered and the consumer has consented to that delivery waiving the cooling off period. By completing checkout, you consent to immediate delivery and waive the cooling off period. This is standard for personalised digital products.

If you are unsure whether our refund policy applies to your situation, email us first. We would rather sort it out directly than leave you dissatisfied.