Dispute policy
If a payment goes wrong
We would rather hear it from you than from your bank. This page says how we handle a complaint, and what happens if one becomes a chargeback.
Come to us first
Email helperdrivingtest@gmail.com from the address on your Stripe receipt and tell us what happened.
Most payment problems are one of a handful of things: the wrong email used at checkout, a purchase that didn't unlock straight away, or a charge you didn't recognise on a statement. All of them are quicker to fix directly than through a bank.
How we handle it
We aim to acknowledge within two working days, and to resolve it or explain where we've got to within ten.
If a refund is due under the refund policy or the Consumer Rights Act 2015, we issue it through Stripe to the card you paid with. If we don't think one is due, we'll say so plainly and give our reasons, so you can decide what to do next.
Chargebacks
You can always dispute a charge with your bank or card issuer. If you do, Stripe holds the amount and asks us for evidence, and the decision is the card issuer's, not ours.
We respond with what we hold: the checkout record, the sign-in and activation history for the account, and any correspondence with you.
While a chargeback is open, access for that email address is suspended. If it's resolved in your favour, that's the end of it. If it's resolved in ours, we restore access.
Disputes made in bad faith
Filing a chargeback for a purchase you made and used is not something a product priced this low can absorb, and the fee charged for it costs us more than the sale.
If a dispute is withdrawn or decided in our favour after the software has been activated and used, we may decline to sell to that email address or payment method again. We won't pursue anything beyond that.
Contact
helperdrivingtest@gmail.com. If you'd rather write to us, ask and we'll give you a postal address.