Refund Policy

If we can't generate your report — for example your address can't be located, or the national data services are down long enough that we give up retrying — we refund you automatically and email to tell you. You don't need to ask or even notice.

You are paying for the search and the document it produces, not for a particular answer. A report that finds no Tree Preservation Order, conservation area or other designation at your address is a completed report, not a failed one. It is delivered, it is not refunded, and it is genuinely useful: it is dated evidence that you checked, and it comes with your council's details and the process for confirming the position directly.

We are upfront about this because the national datasets are known to be incomplete: roughly seven in ten searches return no records, and for many of those the data simply hasn't been published nationally rather than the tree being unprotected. Your report says so plainly rather than implying an all-clear.

We say this before you buy, on the button, on the payment page and here, so that a no-records result isn't a surprise you paid for.

Once the PDF has reached you, we can't refund it because you changed your mind or because the result wasn't the one you were hoping for. The work has been done and the document can't be returned.

Specifically, these are not grounds for a refund:

• The report found no records at the address.
• A protected tree exists at the address but has never been published to the national dataset. The report searches planning.data.gov.uk and says so throughout — a record no council has published is a limitation we disclose before you buy, not a defect in what you bought.
• You decided after reading it that you no longer needed it, or found the same information elsewhere.

None of this applies if the report is actually faulty — see below.

We will put it right or refund you in full if any of these apply:

• The report never arrived.
• It covers a different address from the one you gave us, through an error on our side.
• The file is corrupt, incomplete or won't open.
• It misreports something that is in the source dataset — a record we should have found and shown you, but didn't.
• You were charged more than once for the same report.

Email hello@tpochecker.co.uk as soon as you spot it, quoting your report reference (it's at the top of the PDF and in your email, in the form TPO-XXXXXXXX).

Refunds are returned to the original payment method by Stripe and typically appear within 5-10 working days. Where we refund a report that has already been delivered, the download link stops working and we ask you to delete any copy you have kept.

Nothing here limits your rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015. Because the report is digital content delivered immediately, by buying it you consent to immediate delivery and acknowledge that the statutory 14-day cancellation right for digital content is lost once delivery begins. That is the acknowledgement you give on the buy button and again on the payment page.

That does not affect your right to a remedy if the report is faulty, not as described, or not delivered — see above, and email us. If we can't agree, you can ask your card issuer or Stripe to review the payment.