Refund policy

Refund & Cancellation Policy

CV Pilots Limited

Overview

CV Pilots Limited provides professional, personalised digital career services, including CV writing, personal branding, LinkedIn optimisation, interview preparation, and career strategy. These services are delivered through a collaborative and iterative process and are tailored to each individual client.

Because our services involve the creation of bespoke digital work product, refund eligibility depends on the stage of service delivery, as outlined below.

By purchasing our services, you acknowledge that CV writing, personal branding, and career strategy services are customised professional digital services that require active collaboration between you and our team to achieve the best possible outcome.

This policy applies to all purchases made through www.cvpilots.co.uk and www.resumepilots.com, subject to any mandatory consumer protection rights that apply in your country of residence.

Statutory 14-Day Cooling-Off Period (Digital Services)

Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers have the right to cancel the purchase of digital services within 14 days from the date of purchase, unless they have requested that the service begin immediately and acknowledged that this may waive their statutory right to cancel.

By placing an order and requesting that work begins immediately, including by submitting onboarding information, participating in calls, or otherwise engaging with the service, you expressly consent to the immediate performance of the service and acknowledge that your statutory right to cancel may be lost once delivery of the service has begun.

Cancellation Before Substantive Work Begins

A cancellation request may be submitted within 14 days of purchase provided that substantive work has not yet commenced.

Substantive work includes, but is not limited to:

  • Allocation of a writer, coach, or strategist

  • Intake questionnaires or onboarding review

  • Strategy, consultation, or discovery calls

  • Review and analysis of materials

  • Outline creation, drafting, editing, or optimisation

  • Strategic analysis or creation of work product

If a cancellation is requested within this period and substantive work has not begun, a refund will be issued, less any non-recoverable administrative, transaction, or payment processing fees where applicable.

Once Substantive Work Has Begun

Once substantive work has commenced, refunds are not typically available.

At this stage, our primary obligation is to complete the agreed scope of work to a high professional standard, supported by the revision process included within your service package.

Refunds are not provided due to:

  • A change of mind

  • Changes in personal or career circumstances

  • Market conditions or hiring outcomes

  • Time constraints or urgency preferences

  • Outcomes beyond our control, including interviews, job offers, or compensation results

Quality Assurance & Satisfaction Commitment

Client satisfaction is important to us.

If, after completion of the agreed scope of work and the included revision process, a client remains genuinely dissatisfied with the quality of the final deliverables, we encourage them to raise their concerns in writing.

In such cases, and at our sole discretion, we may offer an appropriate remedy, which may include:

  • Additional revisions, or

  • In rare circumstances, a partial or full refund, depending on the nature of the concern and the work completed

This discretionary remedy is offered as a quality-assurance measure and does not create an automatic or guaranteed right to a refund.

Client Responsibilities

To enable timely and successful delivery, clients are expected to:

  • Provide accurate and complete information during onboarding

  • Attend scheduled calls or provide reasonable notice if rescheduling is required

  • Provide clear, timely, and constructive feedback within requested timeframes

Delays, lack of engagement, or failure to respond may impact delivery timelines and do not constitute grounds for a refund.

Project Holds & Inactivity

To maintain service quality and fair scheduling:

  • If onboarding materials are not submitted within 30 days of purchase, the project may be placed on hold

  • If the client re-engages within 90 days, work will resume subject to current availability, and the original production queue position may not be retained

  • If there is no engagement for 90 days or more, the service may be considered fulfilled and the project closed due to inactivity

No refunds are issued for projects closed due to inactivity.

Instalment Plans & Financing Providers (Including Klarna)

Where payment is made using an instalment plan or third-party financing provider, including Klarna:

  • Refund eligibility is determined in accordance with this policy and the stage of service delivery

  • Financing agreements are solely between the client and the payment provider

  • CV Pilots Limited does not control approval decisions, repayment schedules, interest, fees, or processing timelines

  • Any approved refunds are submitted promptly; however, processing times are governed by the provider’s own procedures

Nothing in this policy limits or excludes any statutory consumer rights that apply under applicable law.

Approved refunds are issued in the original transaction currency. Currency conversion differences, foreign exchange fees, or bank charges are outside our control and are non-refundable.

Disputes & Chargebacks

If you have any concerns regarding your purchase, please contact us directly so we can attempt to resolve the issue promptly and fairly.

Initiating a chargeback or payment dispute without first engaging with us may result in work being paused, and relevant documentation may be provided to the payment or financing provider to evidence services rendered.

Contact

If you have questions regarding this Refund & Cancellation Policy, please contact:

Email: team@resumepilots.com

CV Pilots Limited
5 Folly Way
Highworth, SN6 7JS
United Kingdom

Company Number: 16218854