Refund Policy

Effective date: 15/09/2025
Last updated: 15/09/2025

1. Purpose and status
This Refund Policy (the Policy) sets out the circumstances in which WOODHOUSES CONSULTING LTD (Company number 14827022) (GemaTree, we, us, our) may provide a refund in connection with the gematree.com website (the Website) and the digital content and features supplied through the Website (the Service).

This Policy is intended to operate alongside the Terms and Conditions (the Terms). Where permitted by law, this Policy defines and limits the availability of refunds. Nothing in this Policy excludes or limits any consumer rights that cannot be excluded or limited under the laws of England and Wales.

2. Definitions

• Wallet means the prepaid stored-value balance linked to your user account on the Website.
• Top-up means any transaction by which you fund the Wallet using a payment method made available on the Website.
• Order means your request to access paid digital content and/or paid Service features, paid for by debiting your Wallet balance.
• Digital Content means digital outputs supplied electronically through the Service, including AI-generated reports, forecasts, compatibility results and similar digital documents and files (including PDF).
• Supply occurs when Digital Content is made available to you for access, viewing, or download via your account or the Website, whether or not you choose to access, view, or download it at that time.

3. General rule: finality of digital supply
Digital Content is supplied electronically. Once Supply occurs, there is generally nothing to return and the Digital Content may be retained. Accordingly, subject to mandatory law, all Wallet debits for Orders are final and non-refundable once Supply occurs.

We do not provide “no-questions-asked” refunds.

4. Express consents and acknowledgements (digital content and Wallet)

4.1 The Service is designed to supply Digital Content immediately following confirmation of an Order. To the maximum extent permitted by applicable law, you agree that Digital Content will be supplied immediately upon acceptance of your Order.

When you confirm an Order on the Website and authorise the debit from your Wallet, you give your prior express consent for Supply to begin immediately and you expressly acknowledge that, once Supply begins, you will lose any statutory right to cancel the contract for the supply of digital content not supplied on a tangible medium.

4.2 When you confirm a Top-up on the Website, you expressly acknowledge and agree that the Wallet is a prepaid stored-value feature and is not a bank account, deposit, trust account, or payment account.

To the maximum extent permitted by law, you further expressly acknowledge and agree that any Top-up becomes non-refundable once any portion of your Wallet balance is used to complete any Order (that is, once any part of the Wallet balance is spent), and you confirm that you fully understand and accept that consequence as a material condition of funding the Wallet.

4.3 The Website may present confirmations, summaries, or notices at the point of Top-up and/or Order confirmation. You agree that such confirmations form part of the record of your express consents and acknowledgements.

5. AI-generated nature of Digital Content; no refunds for dissatisfaction

Digital Content may be generated using AI and automated systems. Outputs may not meet expectations, may vary over time, and may be inaccurate, incomplete, or inconsistent. Subject to mandatory law, we do not provide refunds on the basis that:

• the Digital Content is not to your liking;
• you disagree with, do not believe, or do not find the Digital Content useful;
• you expected a different outcome, tone, style, format, or level of accuracy;
• the same or similar inputs later produce different outputs.

5. Limited refund/remedy situations

Subject to verification, our records, and applicable law, we may provide a refund (or, where appropriate, re-supply or correction) only in the following limited situations.

5.1 We may refund the duplicate or overcharged amount if:

• you were charged twice for the same Top-up or the same Order due to a technical or processing error; or
• the amount charged or debited clearly does not match the amount presented to you at the point of confirmation.

5.2 Non-supply attributable to us

• If your Wallet was debited for an Order and Supply did not occur due to a fault attributable to our systems, we will first attempt to restore access or re-supply the Digital Content.
• If we are unable to effect Supply within a reasonable time after reasonable efforts, we may refund the affected Wallet debit.

5.3 Unauthorised transactions

If you believe a Top-up or Wallet debit was unauthorised, you must notify your payment provider promptly and contact us without delay. We may request supporting information to investigate and we may cooperate with payment providers and relevant authorities where appropriate. Outcomes may be determined through the payment provider’s dispute process and applicable law.

5.4 Mandatory legal remedies

Where applicable law requires a remedy (including where Digital Content was not supplied or does not conform to mandatory legal requirements), we will provide the remedy required by law. Where permitted, we may first offer re-supply or correction.

5.5 Exceptional circumstances (strictly discretionary)

In rare, clearly documented cases where it would be manifestly unfair to retain the payment, we may, at our sole discretion and where permitted by law, provide a refund in whole or in part. This does not create any entitlement to refunds in similar cases.

6. Wallet Top-ups: treatment and limits
6.1 In strict accordance with Section 4.2, and to the maximum extent permitted by law, a Top-up is not refundable once any portion of your Wallet balance has been used to complete any Order.

6.2 TIf no portion of your Wallet balance has been used following a Top-up, any refund of that Top-up is not automatic. We will provide a refund only where required by applicable law or, where permitted, at our sole discretion.

7. Non-refundable situations (non-exhaustive)
Subject to mandatory law, refunds are not provided for:

• change of mind after an Order is confirmed;
• claims that you did not open, download, or read the Digital Content after it was made available (Supply);
• dissatisfaction with AI-generated outputs or variability over time;
• user error, including incorrect details, misunderstanding the Service, or selecting an option you later regret;
• issues caused solely by your device, browser, local settings, email filtering, or internet connection where our systems functioned and Supply occurred;
• requests made long after Supply where no statutory remedy applies.

8. How to submit a request

Refund requests must be sent to info@gematree.com and must include sufficient information to allow investigation, including:

• the name and email address associated with your account;
• the date and approximate time of the relevant Top-up and/or Wallet debit;
• the relevant Order details (where applicable);
• a clear description of the issue and the basis for the request;
• supporting evidence (for example, screenshots, error messages, payment confirmations, or information relating to unauthorised use).

We may request additional information to verify identity, confirm account ownership, and investigate.

9. Assessment, decision, and timing

Requests are assessed in good faith by reference to this Policy, our records and logs, and applicable law. We do not guarantee any fixed response or resolution timeframe. The time required depends on complexity and whether third-party payment processors are involved. Any refund decision is made by us within the limits of applicable law.

10. Approved refunds: method and fees

Where a refund is approved, we will normally refund to the original payment method used for the relevant Top-up, where technically possible. If that is not possible or not practicable, we may refund by another reasonable method, subject to applicable law.

Where permitted by law, non-recoverable third-party processing fees (including currency conversion or payment-gateway charges) may be deducted from the refunded amount.

11. Chargebacks and payment disputes

If you initiate a chargeback or payment dispute, we may temporarily restrict access to the relevant account and/or Digital Content while the dispute is investigated. We may provide the payment provider with information about the transaction, Supply, and access logs. If we have already refunded you for the same transaction, you agree not to seek an additional refund for the same charge via chargeback.

12. Changes to this Policy

We may update this Policy from time to time. The current version will be available on the Website and applies from the date it is published. Continued use of the Website after publication constitutes acceptance of the updated Policy.

13.  Governing law and jurisdiction
This Policy is governed by the laws of England and Wales and any dispute arising out of or in connection with it shall be subject to the exclusive jurisdiction of the courts of England and Wales.