Refund Policy

Last updated: April 2026

We want you to feel confident purchasing from NHS Decoder. This policy sets out when and how you can request a refund.

Refund window

We offer a 14-day refund window from the date of purchase, subject to the following conditions:

• A refund will be considered where a decode could not be generated due to a technical fault on our part.
• Refunds are not available where a decode has been successfully generated and delivered, regardless of whether you found it less useful than expected.
• Refunds are not available where the text submitted was not genuine NHS correspondence, was too short to process, or was otherwise unsuitable for analysis.
• Refunds are at our sole discretion in all other circumstances.

Health Vault — Personal and Family

If you have purchased a Health Vault plan and have not made more than one decode using it, you may request a full refund within 14 days of your payment date. After 14 days, or where substantial use has been made, refunds are issued at our discretion.

How to request a refund

Email hello@nhsdecoder.com within 14 days of purchase with your order reference number (found in your Paddle payment confirmation email). We aim to respond within 2 business days.

Approved refunds are processed within 5–10 business days via Paddle and will be returned to your original payment method.

Bad faith requests

We reserve the right to decline refund requests where we reasonably believe the service has been used in bad faith, including where multiple decodes have been generated across different accounts or where the request appears designed to circumvent payment.

Your statutory rights

Nothing in this policy affects your statutory rights under UK consumer law. If you believe you are entitled to a refund under your statutory rights, contact us and we will assess your request accordingly.

Contact

For refund queries, email hello@nhsdecoder.com.