Terms & Conditions
Our commitment to transparency. Read our terms of service, privacy policy, and refund policy below.
Terms of Service
PIPAppeal.org.uk — Terms & Conditions (including refund policy).
Website: PIPAppeal.org.uk (“we”, “us”, “our”)
Contact: support@pipappeal.org.uk
Operated by: PIPAppeal.org.uk (“Company”, “we”, “us”)
1) Introduction
- These Terms & Conditions govern your use of PIPAppeal.org.uk and any services purchased through the website.
- By using our website and/or purchasing our service, you agree to these Terms, our Refund Policy (Section 10), and our Privacy Notice.
- If you do not agree, do not use the website or purchase the service.
2) Definitions
- “Mandatory Reconsideration” or “MR”: the DWP process for asking them to reconsider a benefit decision.
- “Tribunal appeal”: an appeal to the independent tribunal (HMCTS) against a DWP decision.
- “Letter”: a written draft produced by us based on the information and evidence you provide.
- “Service”: the drafting service you purchase from PIPAppeal.org.uk.
- “Personalised service”: a service tailored to you and your circumstances, based on your inputs.
3) About Our Service (What we do)
- We provide a paid letter drafting service to help you present your case for a PIP dispute, including (depending on what you select):
- We provide drafting support only. We are not the DWP or HMCTS and are not affiliated with any government body.
- We are not a law firm and do not provide legal representation. We do not contact the DWP/Tribunal on your behalf unless explicitly stated as an add-on service (if offered).
4) Use of Automated Tools
- To deliver the service efficiently, we may use automated software tools to assist with drafting based on the information and evidence you submit.
- Automated drafting tools can occasionally produce errors or omissions. You must review the final letter before submitting it and notify us promptly if anything is incorrect or missing.
- By purchasing the service, you acknowledge the automated-tools disclosure shown at checkout and in these Terms.
5) No Outcome Guarantee (Very Important)
- We do not guarantee that your MR or appeal will succeed.
- Decisions are made by the DWP and/or the Tribunal.
- The service is drafting support only; you remain responsible for submitting your MR/appeal and evidence on time.
6) Your Responsibilities
You agree that you will:
- Provide accurate, complete, and honest information.
- Upload relevant evidence and ensure it is readable and correctly labelled where possible.
- Not upload unnecessary third-party personal data (for example, another person’s medical documents) unless you have their permission.
- Check your deadlines and submit your MR/appeal in time. We are not responsible for missed deadlines.
- Promptly respond to any clarification requests (where needed to complete the letter).
- Review the final letter before submission and request revisions within the time limits in Section 9.
7) Fees, Payment & Delivery
- Price: £49 (one-off fee), payable in advance. Any optional add-ons (if offered) are priced at checkout.
- Work begins once payment is confirmed and you have provided enough information/evidence to proceed.
- Turnaround time: We aim to deliver your letter within around 48 hours after receiving all required information and evidence.
- 48 hours is a target, not a guarantee. Delivery may take longer due to incomplete information, requests for clarification, high demand, technical issues, or events outside our reasonable control.
- No refund is provided due to delays alone if we can still complete the service.
8) Acceptable Use
You must not:
- Provide false information, forged documents, or intentionally misleading evidence.
- Upload malware or attempt to interfere with site security.
- Abuse, harass, or threaten staff or contractors.
We may refuse or cancel service where misuse is suspected. If we cancel due to misuse, you may not be entitled to a refund.
9) Revisions (Instead of Routine Refunds)
- Your purchase includes up to 2 free revisions, if requested within 14 days of delivery.
- Revisions are available where you:
- believe we missed information you submitted,
- identify factual inaccuracies,
- provide additional relevant evidence, or
- request reasonable clarifications/strengthening of sections.
- You must clearly describe what changes you want and provide any missing details/evidence needed.
- Additional revisions beyond the 2 included may be offered at our discretion and may be chargeable.
10) Refund Policy (Limited)
10.1 When a refund is available
A full refund is available only where:
- We are unable to complete the letter due to an issue on our side, and we cannot reasonably resolve it; or
- We have materially failed to provide the service with reasonable care and skill and cannot remedy the issue through the included revision process.
Refund requests must be sent to support@pipappeal.org.uk within 14 days of delivery (or within 14 days of purchase if we never deliver).
10.2 When a refund is not available
No refund will be provided where:
- Your MR/appeal is unsuccessful (no outcome guarantee).
- Delivery exceeds 48 hours but we still complete the letter (48 hours is a target only).
- You change your mind after we have started work (see cancellation terms below).
- Delays or quality issues are caused by incomplete, inaccurate, or misleading information/evidence you provided.
- You miss your submission deadline.
- You do not respond to clarification requests or fail to provide required documents.
- You request a refund instead of allowing us to provide the included revisions.
- You have already submitted/used the letter and then request a refund.
10.3 Add-ons (if offered)
If you purchase any add-on service (e.g., Print & Post), the add-on is refundable only if we fail to provide that add-on as agreed. Once delivered or posted (where applicable), it is non-refundable.
10.4 How refunds are processed
Approved refunds are issued back to the original payment method within a reasonable time (often 5–10 working days, depending on your bank/provider).
11) Cancellation Rights (Online purchases)
- If you are a UK consumer purchasing online, you generally have a 14-day right to cancel from the day you enter into the contract.
- Because this is a personalised service, at checkout you can request that we start work immediately.
- If you cancel after work has started, you may be required to pay a proportionate amount for work completed up to cancellation.
- If the service is fully completed and delivered within the cancellation period and you requested immediate start, your right to cancel may end once the service is fully performed.
12) Your Statutory Rights
Nothing in these Terms limits your legal rights under UK consumer law, including that services must be carried out with reasonable care and skill.
13) Limitation of Liability
- We are not liable for:
- any decision by the DWP or Tribunal,
- missed deadlines where you are responsible,
- indirect or consequential losses (including loss of opportunity).
- Subject to applicable law, our total liability is limited to the amount you paid for the service (£49 plus any add-ons).
- Nothing excludes liability for fraud, fraudulent misrepresentation, death/personal injury caused by negligence, or anything else that cannot be excluded under law.
14) Intellectual Property
- Website content, branding, templates, and systems are our intellectual property.
- The letter delivered to you is licensed for your personal use in your own PIP dispute.
- You must not resell, publish, distribute, or commercialise our templates or systems.
15) Complaints
If you are unhappy, email support@pipappeal.org.uk with your order reference, what’s wrong, and what outcome you want (revision, clarification, etc.). We aim to respond within a reasonable time.
16) Changes to These Terms
We may update these Terms from time to time. The “Last Updated” date shows the latest version. Changes apply from the date posted.
17) Governing Law
These Terms are governed by the laws of England and Wales and the courts of England and Wales have jurisdiction.
Privacy Notice (UK GDPR)
How we collect, use, and protect your personal data.
1) What data we collect
We may collect:
- Identity/contact details (name, email, phone)
- Order and account information
- Communications with us
- Uploaded evidence (including DWP letters and supporting documents)
- Health/medical information you choose to provide (special category data)
- Technical data (IP address, device/browser, cookie identifiers)
2) How we use your data
We use your data to:
- Provide the drafting service and revisions
- Communicate with you about your order
- Prevent fraud and secure the service
- Maintain records for legal/tax/compliance
- Improve website reliability and performance
3) Lawful bases
We process personal data on the basis of:
- Contract (to deliver the service you purchase)
- Legal obligation (records, compliance)
- Legitimate interests (security, fraud prevention, service improvement)
Special category data (health/medical)
Where you provide health/medical information, we rely on your explicit consent collected at checkout to process that data to deliver the service and provide revisions/support.
You may withdraw consent at any time by contacting support@pipappeal.org.uk, but withdrawal may prevent us from completing the service.
4) Sharing your data (processors)
We may share data with trusted providers who help us operate the service, such as:
- Payment processing providers
- Website hosting/storage providers
- Email delivery/support tools
- Providers of automated drafting and document-processing software
We require appropriate confidentiality and security measures from our providers.
5) International transfers
Some providers may process data outside the UK. Where applicable, we use appropriate safeguards required by law.
6) Retention
We retain your data for up to 12 months after completion to provide support/revisions and handle disputes, then delete or anonymise it unless we must keep it longer for legal or compliance reasons.
7) Your rights
Depending on your circumstances, you may have rights to access, rectify, erase, restrict, object, and data portability, and to complain to the ICO. To exercise rights, email support@pipappeal.org.uk.
8) Security
We take reasonable measures to protect your data, but no online system is 100% secure. Please avoid uploading unnecessary sensitive information.
Refund Policy (Limited)
A summary of when refunds are and are not available. See also our money back guarantee page for a plain-English explanation, or Section 10 of the Terms of Service above for the full clause.
1) When a refund is available
A full refund is available only where:
- We are unable to complete the letter due to an issue on our side, and we cannot reasonably resolve it; or
- We have materially failed to provide the service with reasonable care and skill and cannot remedy the issue through the included revision process.
Refund requests must be sent to support@pipappeal.org.uk within 14 days of delivery (or within 14 days of purchase if we never deliver).
2) When a refund is not available
No refund will be provided where:
- Your MR/appeal is unsuccessful (no outcome guarantee).
- Delivery exceeds 48 hours but we still complete the letter (48 hours is a target only).
- You change your mind after we have started work (see cancellation terms below).
- Delays or quality issues are caused by incomplete, inaccurate, or misleading information/evidence you provided.
- You miss your submission deadline.
- You do not respond to clarification requests or fail to provide required documents.
- You request a refund instead of allowing us to provide the included revisions.
- You have already submitted/used the letter and then request a refund.
3) Add-ons (if offered)
If you purchase any add-on service (e.g., Print & Post), the add-on is refundable only if we fail to provide that add-on as agreed. Once delivered or posted (where applicable), it is non-refundable.
4) How refunds are processed
Approved refunds are issued back to the original payment method within a reasonable time (often 5–10 working days, depending on your bank/provider).
We’re here to help.
If you have any questions about our terms, privacy policy, or refund policy, please don’t hesitate to contact us.
support@pipappeal.org.uk