Refund Policy

Plain summary. Most engagements are no-win-no-fee, so there is rarely any upfront fee to refund. Where you have pre-paid disbursements, a subscription, or a fixed-fee report, this policy explains exactly what is refundable, the timing, the legal basis, and how to escalate if you disagree with our decision. EU consumers and micro-enterprises additionally benefit from a 14-day right of withdrawal — see section 4.

1. Our pricing model at a glance

UnblockFunds operates three pricing models. The model that applies to you is set out in your engagement letter (for case work) or order confirmation (for subscriptions and reports), both of which take precedence over this page where they conflict on a specific deal point.

• Contingency / success fee — no upfront cost; we charge an agreed percentage of funds actually recovered to you. Default for individual case work.
• Fixed-fee deliverables — flat price for a defined output (e.g. dispute pack, chargeback file, demand letter, expert opinion). Paid before delivery.
• Subscriptions — recurring monthly or annual access to platform features and specialist hours (Pro and Enterprise tiers).

2. No-win-no-fee cases

For standard contingency engagements you pay nothing unless and until we recover funds for you. Our fee is deducted at source from money we have already secured on your behalf and passed through a client account; there is therefore no advance payment to refund. If the case is closed without a recovery, no fee is due and no refund arises.

2.1 Miscalculated or disputed success fees

If, after a payout, you believe the contingency fee has been miscalculated — for example because part of the recovery should not count toward the basis, or VAT was applied incorrectly — write to billing@unblockfunds.com within 30 days of the payout, attaching the settlement statement. We will re-perform the calculation and refund any overcharge within 10 business days, together with interest at the European Central Bank's main refinancing rate plus eight percentage points (the statutory rate under Directive 2011/7/EU).

2.2 Recovery later reversed by the counterparty

In the rare event that recovered funds are clawed back by the counterparty (e.g. on a successful processor appeal), we will refund the corresponding portion of our success fee on a pari-passu basis within 10 business days of the reversal, without interest.

3. Disbursements and third-party costs

"Disbursements" are sums you pre-pay so we can incur a cost with a third party on your behalf — for example court filing fees, sworn translations, notary fees, expert reports, apostille services, courier costs, or regulator submission fees.

• If a disbursement is not used, the full amount is refunded.
• If it is partly used, the unused balance is refunded.
• If the third party itself issues a refund, we forward 100% of the refunded amount, less any irrecoverable bank fees.

Refunds of disbursements are processed within 10 business days of the funds being received by us.

4. EU right of withdrawal (14 days)

If you are a consumer or micro-enterprise resident in the EU/EEA, you have a right under Articles 9–16 of Directive 2011/83/EU to withdraw from a distance contract within 14 days of conclusion, without giving any reason and without penalty. The 14-day clock starts the day after you sign your engagement letter or order confirmation.

4.1 How to withdraw

Send a clear written statement of withdrawal to withdraw@unblockfunds.com quoting your case or order reference. A model withdrawal form is annexed to every engagement letter and is reproduced at the end of this policy. Withdrawal is effective on dispatch, not receipt.

4.2 Effect of withdrawal

We will refund all payments received from you, including standard delivery costs, within 14 days of receiving your withdrawal notice, using the same payment method you used for the original transaction, unless you expressly agree otherwise. No fee will be charged for the refund itself.

4.3 Work started during the cooling-off period

If you have asked us in writing to begin work before the 14-day period ends (Article 14(3) of the Directive), and you then withdraw, you remain liable for the proportionate value of the work performed up to the moment of withdrawal, calculated at the hourly rates set out in your engagement letter. If we have fully performed the service with your prior express consent and acknowledgement that you lose the right of withdrawal on full performance (Article 16(a)), the right of withdrawal is lost.

4.4 Exceptions to withdrawal

The right of withdrawal does not apply to (i) digital content supplied on a non-tangible medium where performance has begun with your prior express consent and acknowledgement of loss of withdrawal right (Article 16(m)); or (ii) services for which the price depends on fluctuations in the financial market beyond our control (Article 16(b)).

5. Subscription products and Enterprise plans

Paid subscriptions (Pro monthly, Pro annual, Enterprise seat licences, dedicated counsel retainers) renew automatically until cancelled. You can cancel at any time from Account → Billing.

• Monthly plans: cancellation takes effect at the end of the current billing month; no pro-rata refund for the month in progress, but no further charge.
• Annual plans: the unused portion of the current annual period is refunded pro-rata within 10 business days of cancellation. An administrative deduction of up to 10% of the refunded amount may apply where this was disclosed at sign-up.
• Enterprise contracts are governed by their order form, which may set specific notice periods (typically 30–90 days) and minimum commitments.
• Free trials convert to paid subscriptions only if you do not cancel before the trial ends; we will email you a reminder at least 72 hours beforehand.

6. One-off fixed-fee services and reports

Fixed-fee deliverables (e.g. a dispute pack, a chargeback reason-code analysis, an expert opinion, a regulator complaint draft) are refundable as follows:

• Before work starts — full refund, no questions asked, within 10 business days.
• Work in progress — refund of the unused portion, less time and disbursements already incurred.
• Delivered — no refund, unless the deliverable does not conform to the specification set out in the order, in which case we will at our option re-perform, replace, or refund (Article 14 of Directive (EU) 2019/770 on digital content/services).

7. How to request a refund

1. Email billing@unblockfunds.com with your case or order reference, the invoice number, and a brief explanation.
2. We confirm receipt within 2 business days and may ask for clarifying information or documents.
3. We issue a written decision within 10 business days of receiving the complete request.
4. Approved refunds are paid to the original payment method unless that method is no longer available, in which case we will agree an alternative in writing.

8. Refund timelines and payment methods

9. Partial refunds, deductions and offsets

Where a partial refund is appropriate, we calculate it transparently and provide a line-item credit note. Permitted deductions include: (i) the documented value of work already performed at the rates in your engagement letter; (ii) third-party costs already irrevocably committed; (iii) any administrative fee disclosed in advance; and (iv) lawful set-off against undisputed invoices that are due and payable.

10. What is not refundable

• Third-party costs already paid out and not recoverable (e.g. court filing fees once filed).
• Time properly spent on your case before a valid withdrawal or cancellation.
• Bank or card scheme fees that the payment provider does not return to us.
• Customised reports, opinions or correspondence that have been fully delivered and accepted.
• Subscription periods that have already elapsed.

11. Chargebacks and payment disputes

If you believe a charge from us is unauthorised or incorrect, please contact us first — we can usually resolve it faster than a chargeback. You retain your full rights under PSD2 (Directive (EU) 2015/2366), including the right to request a refund from your payment service provider for authorised but disputed direct debits within 8 weeks (Article 76). Initiating a chargeback for a charge we have agreed to refund may delay your refund and is not necessary.

We reserve the right to dispute chargebacks that are factually incorrect, and to recover associated scheme fees from amounts otherwise owed to you, in accordance with the card scheme rules and our engagement letter.

12. Currency, FX and bank charges

Refunds are issued in the same currency as the original payment. Where this is not possible, we convert at the European Central Bank reference rate on the day of refund. Foreign-exchange differences between your original payment and the refund are not compensable, except where caused by our error. Intermediary bank charges on cross-border transfers, if any, are borne by the payer of those charges under SHA terms by default.

13. Tax, VAT and invoicing on refunds

For each refund we issue, you will receive a corresponding credit note that reverses or adjusts the original invoice in compliance with the VAT Directive (2006/112/EC) and your local invoicing rules. Credit notes are made available in Account → Billing and emailed to your billing contact. If your local tax authority requires a specific format (e.g. e-invoicing via Peppol, SDI in Italy, KSeF in Poland, FatturaPA, Chorus Pro in France, etc.), please tell us at order time so we can issue compliant documents.

14. Disputes and escalation

If you are not satisfied with our refund decision, you may escalate as follows:

1. Write to our Head of Client Care at clientcare@unblockfunds.com; we will respond within 10 business days.
2. Use the European Commission's Online Dispute Resolution (ODR) platform if you are an EU consumer.
3. Refer the matter to a certified Alternative Dispute Resolution (ADR) body in your Member State of residence, in accordance with Directive 2013/11/EU.
4. As a last resort, bring the matter to the courts identified in our Terms of Service. Mandatory consumer-protection rights of your country of residence remain available to you.

15. Your statutory consumer rights

Nothing in this policy limits or excludes your mandatory statutory rights as an EU consumer, including the rights conferred by the Consumer Rights Directive (2011/83/EU), the Unfair Contract Terms Directive (93/13/EEC), the Sale of Goods Directive (EU) 2019/771, the Digital Content Directive (EU) 2019/770, and applicable national implementing law. Where this policy is more generous than statute, the more generous provision applies.

16. Changes to this policy

We may update this policy from time to time. Material changes will be notified by email and in-app at least 30 days before they take effect. Refund requests submitted before a change takes effect are decided under the version then in force. Prior versions are available on request at legal@unblockfunds.com.

17. Contact

Billing & refunds: billing@unblockfunds.com
Withdrawal notices: withdraw@unblockfunds.com
Complaints: clientcare@unblockfunds.com
Postal: UnblockFunds Ltd, 12 St Stephen's Green, Dublin 2, D02 XY12, Ireland.

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