Terms & Conditions

1) Introduction

1. These Terms & Conditions govern your use of PIPAppeal.org.uk and everything you order through it, including free previews.
2. By using our website or ordering from us, you agree to these Terms, our refund policy and money-back guarantee (Section 10), and our Privacy Notice.
3. If you do not agree, please do not use the website or order from us.

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2) Definitions

• “Mandatory Reconsideration” or “MR”: asking the DWP to look again at a benefit decision.
• “Re-determination”: asking Social Security Scotland to look again at an Adult Disability Payment decision.
• “Tribunal appeal”: an appeal to the independent First-tier Tribunal (Social Security and Child Support), run by HMCTS, or to the First-tier Tribunal for Scotland (Social Security Chamber).
• “Letter”: a written reconsideration letter, re-determination request or tribunal submission that we draft from the information and evidence you give us.
• “Form answers”: written answers for a benefit form (PIP2, AR1 PIP review form, WCA50 or AA1) that we draft from the information you give us.
• “Guide”: a ready-made PDF, such as an assessment preparation workbook, the Tribunal Preparation Pack or What Attendance Allowance Unlocks.
• “Free preview”: a short, free review of your case that shows how we would argue it.
• “Add-on”: an optional extra chosen at checkout, such as 24-hour delivery or a Letter to Your GP.
• “Claimant”: the person the claim, form or appeal is about. This may be you, or someone you are helping.
• “Service”: anything you order from us, paid or free. Letters, form answers and free previews are personalised services, tailored to the claimant.

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3) About Our Service (What we do)

1. We provide written help with UK disability and incapacity benefits. Depending on what you choose, this can include:
   1. Letters: PIP mandatory reconsideration and PIP tribunal letters; WCA mandatory reconsideration and WCA tribunal letters for Universal Credit and ESA; Attendance Allowance mandatory reconsideration and tribunal letters; and ADP re-determination and ADP tribunal letters in Scotland;
   2. Form answers: for the PIP2, the AR1 PIP review form, the WCA50 and the AA1;
   3. Guides: the PIP Assessment Preparation Workbook, the WCA Assessment Preparation Workbook, the Tribunal Preparation Pack and What Attendance Allowance Unlocks;
   4. Free previews: the free PIP preview and the free WCA preview.
2. The full, current list is on our services page.
3. We provide written drafting support only. We are not the DWP, HMCTS, Social Security Scotland or the First-tier Tribunal for Scotland, and we are not affiliated with any government body.
4. We are not a law firm. We do not give regulated legal advice, represent you, attend hearings, or contact the DWP, Social Security Scotland or any tribunal on your behalf.
5. Free previews are free, with no obligation to buy anything. A preview is a short review and an example of how we would argue part of your case. It is not the full letter, and it is based only on what you tell us.

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4) Use of Automated Tools

1. To deliver the service efficiently, we may use automated software tools to help draft letters, form answers and free previews from the information and evidence you give us.
2. Automated drafting tools can occasionally produce errors or omissions. You (and the claimant, if that is someone else) must read everything before it is submitted or used, and tell us promptly if anything is wrong or missing.
3. By ordering, you acknowledge the automated-tools disclosure shown at checkout and in these Terms.

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5) No Outcome Guarantee (Very Important)

1. We do not guarantee that any claim, reconsideration, re-determination or appeal will succeed, or what award will be made.
2. Decisions are made by the DWP, Social Security Scotland or a tribunal, not by us.
3. Our money-back guarantee is about the quality of our work, not the outcome.
4. The service is drafting support only. You remain responsible for sending your form, request or appeal, with any evidence, on time.

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6) Your Responsibilities

You agree that you will:

1. Give us accurate, complete and honest information.
2. Upload relevant evidence, readable and clearly labelled where possible.
3. If you order for someone else (for example a parent or partner), only do so with their permission. You confirm that they have agreed to you sharing their personal and health information with us for this purpose, and that they will see and agree with the letter or form answers before they are used. Anything we write is written in the claimant’s own words, for them (or someone legally able to act for them) to check and sign.
4. Not upload other people’s personal information unless it is needed and you have their permission.
5. Check your deadline and send your form, request or appeal in time. Deadlines differ between benefits, and we are not responsible for missed deadlines.
6. Reply promptly if we ask a question we need answered to complete the work.
7. Read the letter or form answers before they are submitted, and ask for any changes you need (Section 9).

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7) Fees, Payment & Delivery

1. Prices are shown on each service page and at checkout. Free previews are £0. Guides are £9 to £14. Letters and form answers are £49. Add-ons are 24-hour delivery (£19) and a Letter to Your GP (£9).
2. Prices are one-off fees, paid in advance. We never take a percentage of any award or backpay.
3. Work begins once payment is confirmed (or, for a free preview, once you have placed the order) and you have given us enough information to start.
4. Target delivery times, counted from when we have everything we need: letters within about 48 hours; form answers within 24 hours; free previews within 3 hours; guides are emailed straight after purchase. With the 24-hour delivery add-on, a letter is delivered within 24 hours.
5. Target times are aims, not guarantees, and can be affected by missing information, questions we need answered, high demand, technical problems or events outside our control. The exception is the 24-hour delivery add-on (Section 10.4).
6. Apart from the 24-hour delivery add-on, no refund is due for a delay alone if we still complete the work.

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8) Acceptable Use

You must not:

1. Give false information, forged documents or deliberately misleading evidence.
2. Upload malware or try to interfere with the security of the site.
3. Abuse, harass or threaten our staff or contractors.
4. Share, resell or publish our guides, or order free previews in bulk or under false names.

We may refuse or cancel a service where we suspect misuse. If we cancel for misuse, you may not be entitled to a refund.

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9) Revisions (Free and Unlimited)

1. Every letter and set of form answers includes free revisions, with no set limit.
2. Ask for a revision whenever you need one, by replying to our email or writing to support@pipappeal.org.uk: for example if you remember something, get new evidence, spot something we got wrong, or want a section explained or strengthened.
3. Please tell us clearly what you would like changed and send any new details or evidence with your request.
4. Revisions are for the same case and the same stage. A different decision, a new stage (such as a tribunal appeal after a reconsideration) or a new claim is a new order.
5. Guides are fixed documents and free previews are short reviews, so they are not revised.

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10) Refunds and Our Money-Back Guarantee

10.1 Our money-back guarantee

1. If the letter, tribunal submission or form answers we write for you aren’t something you’re proud to submit, we’ll refund the fee in full. Email support@pipappeal.org.uk with your order reference before you submit or use them.
2. You don’t have to accept a revision first, although we’re always happy to make one if you’d like.
3. The guarantee covers letters, tribunal submissions, form answers and the Letter to Your GP add-on.
4. It’s a guarantee about our work, not about the decision. See Section 5.

10.2 Other refunds

We will also give a full refund if:

1. We cannot complete the work because of a problem on our side that we cannot reasonably fix; or
2. A guide is faulty or not as described and we cannot put it right (for example, a download that will not open and cannot be replaced).

10.3 When a refund is not available

1. Your claim, reconsideration, re-determination or appeal is unsuccessful, or the award is lower than you hoped (decisions are made by the DWP, Social Security Scotland or a tribunal, not by us).
2. You have already submitted or used the letter, submission or form answers.
3. A guide has been downloaded and works as described (see Section 11.3), unless it is faulty.
4. Delivery takes longer than the target time but we still complete the work (except the 24-hour delivery add-on, see Section 10.4).
5. You miss your own deadline for sending a form, request or appeal.
6. We cancel the service because of misuse (Section 8).

10.4 Add-ons

1. 24-hour delivery (£19): if we miss the 24 hours for a reason on our side, we refund the £19 add-on fee.
2. Letter to Your GP (£9): covered by the money-back guarantee in Section 10.1, like any other letter.

10.5 How refunds are processed

Approved refunds go back to the original payment method, usually within 5–10 working days depending on your bank or card provider.

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11) Cancellation Rights (Online purchases)

1. If you are a UK consumer buying online, you generally have a 14-day right to cancel from the day you place your order.
2. Letters and form answers are personalised services. At checkout you can ask us to start straight away. If you cancel before we begin, you get a full refund. If you cancel after we have started, you may be charged a proportionate amount for the work done so far. Once the work has been fully delivered within the cancellation period at your request, the right to cancel ends. The money-back guarantee in Section 10.1 still applies.
3. Guides are digital content, supplied straight away as a download. At checkout you agree to immediate supply and acknowledge that you lose the 14-day right to cancel once supply has begun. Your statutory rights still apply if a guide is faulty or not as described.
4. Free previews cost nothing, so there is nothing to cancel. You can ask us to stop at any time.

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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, and that digital content must be as described and of satisfactory quality.

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13) Limitation of Liability

1. We are not liable for:
   1. any decision made by the DWP, Social Security Scotland or a tribunal;
   2. missed deadlines where sending the form, request or appeal was your responsibility;
   3. indirect or consequential losses (including loss of opportunity).
2. Subject to the law, our total liability is limited to the amount you paid for the service (including any add-ons). Free previews are given free of charge as a guide.
3. Nothing in these Terms excludes liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or anything else that cannot be excluded by law.

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14) Intellectual Property

1. Website content, branding, templates and systems are our intellectual property.
2. Letters and form answers we deliver are licensed for use in the claimant’s own benefit claim, form, reconsideration, re-determination or appeal.
3. Guides are licensed for your personal use. You must not share, resell, publish or commercialise our guides, templates or systems.

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15) Complaints

If you are unhappy, email support@pipappeal.org.uk with your order reference, what’s wrong, and what you would like us to do (a revision, a refund, an explanation). We aim to reply the same working day.

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16) Changes to These Terms

We may update these Terms from time to time. The “Last updated” date at the top shows the current version. The Terms in force when you placed an order apply to that order.

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17) Governing Law

These Terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts, and you keep the protection of any consumer law that applies where you live.

1) What data we collect

We may collect:

• Identity and contact details (name, email address, and postal address if you give it)
• Order and account information
• Messages between you and us
• Documents you upload (such as decision letters, assessment reports, forms and supporting evidence)
• Health and medical information about you, or about the claimant if you are ordering for someone else (special category data)
• Technical data (IP address, device and browser, cookie identifiers)

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2) How we use your data

We use your data to:

• Provide the service you ordered, including free previews and revisions
• Email you about your order
• Send occasional emails about our services, where you have agreed or the law allows (you can unsubscribe at any time)
• Prevent fraud and keep the service secure
• Keep the records we need for legal, tax and compliance reasons
• Improve how the website works

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3) Lawful bases

We process personal data on the basis of:

• Contract (to deliver what you order, or to take steps you ask for before ordering, such as a free preview)
• Legal obligation (records and compliance)
• Legitimate interests (security, fraud prevention and improving the service)
• Consent (marketing emails, where needed)

Special category data (health/medical)

Where health or medical information is provided, we rely on explicit consent, given at checkout (including for free previews), to use it to deliver the service, revisions and support.

If you order for someone else, you confirm that the claimant has agreed to you sharing their information with us for this purpose. The claimant can contact us at any time to see, correct or withdraw consent for their information.

Consent can be withdrawn at any time by emailing support@pipappeal.org.uk, but this may stop us completing the service.

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4) Sharing your data (processors)

We share data only with trusted providers who help us run the service, such as:

• Payment processing providers
• Website hosting and storage providers
• Email delivery and support tools
• Providers of automated drafting and document-processing software

We require appropriate confidentiality and security from them. We never sell your data, and we do not share it with the DWP, Social Security Scotland or any tribunal. You decide what to send them.

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5) International transfers

Some providers may process data outside the UK. Where they do, we use the safeguards required by law.

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6) Retention

We keep your case information for up to 12 months after we finish, so we can provide revisions and support and deal with any dispute. Then we delete or anonymise it, unless the law requires us to keep something longer (for example, order and payment records for tax).

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7) Your rights

Depending on your circumstances, you have rights to access, correct, erase, restrict and object to the use of your data, and to data portability. You can also complain to the ICO. To use your rights, email support@pipappeal.org.uk.

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8) Security

We take reasonable steps to protect your data, but no online system is completely secure. Please only upload the information we need.

1) Our money-back guarantee

1. If the letter, tribunal submission or form answers we write for you aren’t something you’re proud to submit, we’ll refund the fee in full. Email support@pipappeal.org.uk with your order reference before you submit or use them.
2. You don’t have to accept a revision first, although we’re always happy to make one if you’d like.
3. The guarantee covers letters, tribunal submissions, form answers and the Letter to Your GP add-on.

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2) Other refunds

1. We cannot complete the work because of a problem on our side that we cannot reasonably fix; or
2. A guide is faulty or not as described and we cannot put it right.
3. 24-hour delivery: if we miss the 24 hours for a reason on our side, we refund the £19 add-on fee.

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3) When a refund is not available

1. Your claim, reconsideration, re-determination or appeal is unsuccessful, or the award is lower than you hoped (decisions are made by the DWP, Social Security Scotland or a tribunal, not by us).
2. You have already submitted or used the letter, submission or form answers.
3. A guide has been downloaded and works as described (see Section 11.3), unless it is faulty.
4. Delivery takes longer than the target time but we still complete the work (except the 24-hour delivery add-on, see Section 10.4).
5. You miss your own deadline for sending a form, request or appeal.
6. We cancel the service because of misuse (Section 8).

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4) Revisions, cancellation and how refunds are processed

1. Letters and form answers include free, unlimited revisions (see Section 9).
2. Your 14-day cancellation rights, including for guides, are in Section 11.
3. Approved refunds go back to the original payment method, usually within 5–10 working days.