Refund & Cancellation Policy

When your money comes back, and how.

Our fee buys work, not a promise of a particular figure. These are the exact conditions in which the enrolment fee comes back to you.

What the fee covers

• Your own Debt Resolution Expert until your case closes.
• Negotiation with every account on your settlement plan.
• All paperwork, and the closure letter for each account we settle.

When you get a full refund

• We settle nothing. If we cannot get a single account on your plan settled, the whole enrolment fee comes back.
• You change your mind early. Ask within 7 days of paying, as long as we have not yet approached your banks.
• We cannot take your case. If we find your loans cannot be settled after you have paid, the fee comes back in full.

When we cannot refund

• A bank has agreed a settlement and you decide not to pay it.
• We cannot reach you for 30 days, after calls, messages and email.
• The details you gave us were wrong in a way that changed whether we took the case.
• Money you paid a bank directly — that is between you and the bank, and we help you chase it.

How to ask

Ask your expert, or message us on WhatsApp — in writing is best, so the date is clear.

• We reply within 7 working days and tell you what we decided and why.
• Approved refunds are sent back to the account you paid from, within 14 working days.
• You keep every receipt and the settlement paperwork either way.

One thing we will never do

We never promise a figure your bank has not agreed to, and we never ask you to stop talking to your bank. Anyone who tells you otherwise is not from XeroDebt.