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Effective date: 06/04/2026
Last updated: 06/04/2026
Version 3
This Refund Policy explains how WOODHOUSES CONSULTING LTD (Company number 14827022) (“Company”, “we”, “us”, “our”) reviews and handles refund requests in connection with gematree.com (the “Website”), the Wallet, paid features, AI-generated outputs, and other digital content and services made available through the Website (together, the “Service”).
The Company is the merchant of record for all transactions completed through the Website. All Orders are concluded directly with the Company.
This Refund Policy forms part of the contractual framework governing your use of the Website and should be read together with the Terms and Conditions, the Privacy Policy, and any other policy or notice expressly made applicable to your use of the Service. If there is any inconsistency between this Refund Policy and the Terms and Conditions in relation to refunds, cancellations, Wallet treatment, or Digital Content remedies, this Refund Policy will govern to the extent of that inconsistency, except where mandatory law requires otherwise.
1.1 “Account” means your registered user account on the Website.
1.2 “Digital Content” means any digital content made available through the Service, including AI-generated outputs, reports, forecasts, compatibility results, horoscopes, analyses, browser-accessible content, and downloadable files.
1.3 “Order” means your request to obtain paid access to a paid feature, Output, Digital Content, or other paid element of the Service.
1.4 “Output” means any Digital Content generated, produced, compiled, or otherwise made available through the Service.
1.5 “Supply” means the moment at which the relevant Digital Content is first made available to you through your Account or the Website for access, viewing, use, or download, whether or not you access or use it at that time.
1.6 “Wallet” means the pre-funded technical balance linked to your Account and used solely for advance payment for future Orders within the Website. The Wallet is a technical feature for advance payment only and does not constitute electronic money or a regulated payment service.
2.1 This Refund Policy applies to:
a) Wallet top-ups made through the Website;
b) Orders paid from your Wallet balance; and
c) requests for refunds relating to paid Digital Content, Outputs, or other paid elements of the Service.
2.2 This Refund Policy does not exclude or restrict any rights that cannot be excluded or restricted under applicable law.
3.1 Funding the Wallet constitutes an advance payment made by you for future Orders for paid features, Outputs, Digital Content, or other paid elements of the Service that may later be selected through the Website.
3.2 A Wallet top-up does not by itself constitute an Order for any specific paid feature, Output, Digital Content, or other Service element, and does not by itself create an obligation on us to supply any particular content or feature unless and until a separate Order is placed and accepted in accordance with the Terms and Conditions.
3.3 Funds credited to your Wallet may be used solely for future payments within the Service by debiting the corresponding amount from your Wallet balance when you place an Order.
3.4 Unless mandatory law requires otherwise, Wallet balances are not redeemable for cash and are not transferable to another user.
4.1 An Order is paid exclusively by debiting from your Wallet balance exactly the amount displayed to you as the price of the relevant paid feature, Output, or Digital Content at the time the Order is placed, in the currency selected by you on the Website.
4.2 By submitting an Order, you expressly authorise us to deduct that exact displayed amount from your available Wallet balance for the purpose of completing the transaction.
4.3 No additional amount will be debited in respect of that Order unless such amount is clearly disclosed to you before you confirm the Order.
4.4 An Order will not be accepted or completed unless your available Wallet balance is sufficient to cover the full displayed price.
5.1 Because the Service consists primarily of digital content and digital functionality supplied online, refund rights may be limited once Supply has begun, subject always to mandatory law.
5.2 Where the contract is for digital content not supplied on a tangible medium, you may lose any statutory cancellation right once Supply has begun, provided that the legal conditions for immediate Supply and acknowledgement of loss of cancellation rights have been met.
5.3 A refund will not be granted merely because:
a) you changed your mind after Supply began;
b) you no longer wish to use the Service;
c) you were dissatisfied with the style, tone, or subjective usefulness of an Output;
d) an Output did not match your personal expectations where it was otherwise supplied as described; or
e) you failed to review the nature of the Service before placing an Order.
5.4 Nothing in this Refund Policy affects any statutory rights you may have where Digital Content is faulty, not as described, or otherwise does not conform to the contract. Where required by law, repair or replacement may be the primary remedy before any price reduction or refund is considered.
6.1 If you funded your Wallet but have not used any portion of the relevant topped-up balance to place any Order, you may request a refund of that unused top-up within 30 days of the date of the relevant top-up transaction.
6.2 We may require reasonable evidence to identify the relevant transaction, verify your Account ownership, and confirm that the relevant topped-up balance has not been used.
6.3 If any portion of the relevant Wallet balance has already been used to complete any Order, the relevant Wallet top-up or top-ups may become non-refundable to the maximum extent permitted by applicable law.
6.4 This section does not limit any non-excludable rights you may have under mandatory law.
7.1 If you wish to request a refund in relation to a paid Order, you must submit your request within 30 days of the date on which the relevant Digital Content was first made available to you, or within 30 days of the relevant Order transaction, whichever is later.
7.2 We will review refund requests on a case-by-case basis, taking into account:
a) whether Supply had already begun;
b) whether the Output or other Digital Content was made available as described;
c) whether the issue reported is technical, legal, or factual in nature;
d) whether the problem can be resolved by repair, regeneration, re-performance, correction, or replacement; and
e) whether mandatory law requires a refund, price reduction, repair, or replacement.
7.3 If the issue can be reasonably resolved without a refund, we may first offer an appropriate corrective measure, including re-supply, replacement, regeneration, or technical remediation, where appropriate.
8.1 Subject to mandatory law, once Supply of the relevant Digital Content has begun, no refund will be due merely because you changed your mind, made an error in judgment, no longer want the Output, or were disappointed by the result.
8.2 For the avoidance of doubt, Supply begins when the relevant Digital Content is first made available to you via your Account or the Website for access, viewing, use, or download, whether or not you choose to access, use, view, or download it at that time.
9.1 If you believe that Digital Content supplied through the Website is faulty, not as described, incomplete in a legally material sense, inaccessible due to a technical failure attributable to us, or otherwise non-conforming under applicable law, you should contact us as soon as possible and in any event within 30 days under this Refund Policy.
9.2 Where mandatory law applies, we may first investigate the issue and determine whether the problem can be remedied through repair, replacement, re-performance, or another appropriate corrective measure.
9.3 If repair, replacement, or equivalent correction is impossible, is not provided within a reasonable time, or would cause significant inconvenience where the law so provides, you may be entitled to an appropriate price reduction or refund.
9.4 Nothing in this Policy excludes your statutory rights in relation to Digital Content that is faulty, not as described, or not fit for purpose where such rights apply under law.
10.1 To request a refund, you must contact us through the contact details made available on the Website and provide sufficient information for us to identify and assess the request.
10.2 Your request should include, where available:
a) your full name and the email address associated with your Account;
b) the date of the Wallet top-up and/or the relevant Order;
c) the amount claimed;
d) a description of the issue; and
e) any supporting screenshots, transaction references, or other relevant evidence.
10.3 A refund request will not be treated as properly submitted unless it contains enough information for us to identify the relevant transaction and investigate the issue.
11.1 As a contractual condition of this Refund Policy, requests for refunds under this Policy must be submitted within 30 days of the relevant Wallet top-up, Order, or Supply event, as applicable.
11.2 We may, at our discretion, consider a later request where there is a clear technical issue, a compliance reason, or another justified reason for delay.
11.3 This 30-day period does not exclude or restrict any statutory rights that may apply beyond that period under mandatory law.
12.1 Where a refund is approved, we may refund the relevant amount:
a) back to the original payment method used for the relevant Wallet top-up, where reasonably possible; or
b) by another lawful and reasonable method determined by us where the original method is unavailable or impracticable.
12.2 If a refund is granted in relation to an Order, we may suspend, revoke, or remove access to the corresponding paid feature, Output, or Digital Content to the extent appropriate.
12.3 If a refund is granted in relation to a Wallet top-up, we may reduce or remove the corresponding Wallet balance.
13.1 We reserve the right to refuse a refund request where we reasonably suspect fraud, abuse, manipulation, repeated bad-faith claims, use of the Service contrary to the Terms and Conditions, or any attempt to obtain duplicate reimbursement.
13.2 If you initiate a chargeback or payment dispute without first attempting to resolve the issue with us where reasonably possible, we may investigate the matter and may suspend the relevant Account where justified and permitted by law.
13.3 This section does not limit any rights you may have to seek a remedy through your card issuer, payment provider, or under mandatory law.
14.1 This Refund Policy is governed by the laws of England and Wales, subject to any mandatory consumer protection laws that apply to you.
14.2 If any provision of this Refund Policy is found unenforceable, the remaining provisions will continue in effect.
14.3 Nothing in this Refund Policy excludes, limits, or overrides any rights or remedies that cannot lawfully be excluded or limited.
