Refund Policy
Last updated: February 2026
Free tier
Your first complaint letter on GL Complaint is free. No payment is taken for the free tier and accordingly no refund is applicable.
Paid features
Additional complaint letters and escalation documents (follow-up letters, deadlock requests, and ombudsman submissions) are available on a pay-per-use basis. Prices are shown clearly before purchase.
If you purchase a paid document and have not downloaded or accessed its content, you may request a full refund within 14 days of purchase. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a 14-day right to cancel digital content purchases provided the content has not been accessed.
When refunds are not available
A refund will not be available if you have already downloaded, copied, or accessed the generated document. By accessing a generated document, you acknowledge that the digital content has been delivered and your right of withdrawal is waived.
Refunds are also not available for any dissatisfaction with the outcome of a complaint submitted to your energy supplier. GL Complaint provides tools to help you complain - it does not guarantee any particular outcome.
How to request a refund
To request a refund, email support@golitigo.ai with:
- Your account email address
- The date and amount of the purchase
- The reason for your refund request
We aim to process all refund requests within 5 working days. Refunds are returned to the original payment method.
Consumer rights
Nothing in this refund policy affects your statutory rights under UK consumer law. If you have a concern about a purchase that we have not been able to resolve, you may contact the Financial Ombudsman Service or Citizens Advice.
Contact
Refund enquiries: support@golitigo.ai