Refund policy

Last updated: 26 May 2026

HR Launch Box is a brand of Kinnin Technologies Ltd ("we", "us", "our"). We sell personalised digital HR documents, document bundles and HR support services. We do not ship physical goods. Prices are shown in GBP; applicable taxes are displayed at checkout. For any refund question, contact support@hrlaunchbox.com.

This policy should be read alongside our Terms of Service, which set out the licence on which documents are supplied.

1. Personalised digital documents and bundles

This covers our single documents (Offer Letter, Employment Contract, New Starter Checklist, Employee Handbook and others as released) and our Studio-led bundles (UK New Hire Starter Pack and Starter Pack +), in PDF, Word, or PDF + Word.

You complete our Personalisation Studio via your Studio Link and your documents are generated from your answers and delivered, typically within minutes. As these are personalised digital products supplied immediately, they are non-refundable once the Studio has been completed and your document has been generated and supplied.

If you buy as a consumer (not for business purposes), you ordinarily have a 14-day right to cancel digital content that has not yet been supplied. At checkout you confirm that you want immediate access and that you understand you lose this right once delivery begins. By completing the Studio, you consent to delivery starting for that item and acknowledge that, once supply begins, you lose the right to cancel that item.

Where an order contains multiple items, each item is treated as delivered when its file or Studio Link is supplied. Any refund (where one applies) relates only to items that are undelivered or faulty; delivered items remain non-refundable.

Where bundles include a single combined PDF of all documents in the pack, that combined file forms part of the delivered product and does not change these terms.

2. Consultant-led Premium packs

This covers our consultant-led products (Premium UK New Hire Starter Pack and Premium UK New Hire Starter Pack +, and any further consultant-led packs as released). A CIPD-qualified consultant completes the Personalisation Studio with you during your included consultation. For our standard consultant-led hiring packs, your documents are delivered shortly after your consultation, in PDF + Word as standard. For larger consultant-led packs that include a full suite of standalone HR policies, your documents are produced, cross-referenced and quality-checked after your consultation and delivered within the business-day window stated on the relevant product page, in PDF + Word as standard.

How your consultation is scheduled. On purchase you will receive a scheduling link by email. You select a consultation time from the slots available based on consultant availability. The time you select is a booked, committed appointment reserved exclusively for you — please treat it as a firm commitment and attend at the time chosen. If you have purchased Express, your scheduling link will offer next-business-day slots. The Express fee is non-refundable once those next-business-day booking options have been made available to you, whether or not you choose one of them. Any slot you book is then reserved for you on the same committed basis.

Cancellation and refunds. You may cancel for a full refund if your consultation has not yet taken place and no drafting work has begun. Once the consultation has taken place, or work has otherwise started, your documents are delivered immediately on the call and are non-refundable, save where we fail to deliver as described or a delivered file is faulty and we are unable to correct it.

Amendments. One round of factual amendments is included, to be requested within 7 days of delivery. This covers answers recorded incorrectly during the call or factual errors in the output. It does not cover a change of mind, new clauses or structural changes. Additional amendments are available via our Amendment Service.

Rescheduling. One reschedule is free if requested more than 48 hours before your appointment time, subject to consultant availability. A request to reschedule 48 hours or less before your appointment time is treated as a missed appointment (see below).

If you miss your appointment. If you do not attend a booked standard consultation or you reschedule a standard consultation 48 hours or less before your appointment time, a £25 administration fee applies before a new slot can be booked. Once the fee is paid we will offer you the next available slot, subject to consultant availability. Express slots work differently from standard scheduling. Express offers priority access to next-business-day consultation slots, subject to availability. If you do not book within the initial period offered, or a next-business-day slot is not available, your Express priority is not immediately lost: you retain priority access to the earliest available next-business-day slots, subject to availability, for up to 7 days from purchase. After 7 days, Express priority ends and your booking reverts to standard scheduling at the next available slot; the Express fee remains non-refundable. As Express slots are offered on a next-business-day basis, the 48-hour reschedule window does not apply to them. The Express fee is non-refundable once next-business-day slot options have been made available to you, whether or not you book one. After two missed appointments we may convert your order to standard digital fulfilment (see below); we will offer you this as an alternative to further re-booking.

If we miss your appointment. If we fail to attend your booked consultation, you may choose either a free priority re-booking at the next available time, or conversion of your order to standard digital fulfilment (see below). No administration fee applies and your Express fee, if paid, is honoured against your re-booked Express slot or refunded if you prefer standard fulfilment.

Conversion to standard digital fulfilment. Where your order is converted to standard digital fulfilment, we send your Dedicated Studio Link so you can complete the Personalisation Studio yourself, exactly as with our instant digital packs. From that point your order is treated as a standard digital product: it is deemed delivered once the Studio Link is sent and the same non-refundable terms that apply to our instant digital packs apply to it. As the consultant slots reserved for you were held and missed, the consultant-led element of your order is not refundable on conversion. The included round of factual amendments still applies.

3. Pre-purchase add-ons

3.1 Consultant Review. A CIPD consultant reviews your personalised draft before you rely on it. Available on eligible documents (Offer Letter, Employment Contract, Employee Handbook and eligible bundles; the New Starter Checklist and consultant-led packs are excluded). The fee is per eligible document. This is a professional review and is not legal advice.

As the review is of your personalised draft, it begins once you have completed the Personalisation Studio and your document has been generated. Standard turnaround is typically within 3 business days of your document being generated for a single document or within 5 business days for an eligible bundle. We will confirm the applicable turnaround when work begins.

Where the review identifies changes, we provide our findings in writing for your approval. Nothing is changed in your document until you confirm. Once you approve, one regeneration of the document to apply the agreed changes is included in your Review fee; you then review and confirm the regenerated file. Any further changes after that, or changes outside the scope of the review, are handled via our Regeneration Service (PDF) or Amendment Service (Word), which may carry a fee.

You may cancel for a full refund until the review has begun. Once the consultant has started reviewing your draft, the fee is non-refundable. If we cannot complete the review within the confirmed turnaround and you prefer to cancel, we refund the fee in full.

3.2 Express scheduling. Where offered, Express moves your order to the front of the queue. It applies only to consultant-led Premium packs and to our Regeneration and Amendment services; Studio-led documents and bundles already arrive within minutes, so Express does not apply to them. How Express works and when the Express fee becomes non-refundable, depends on the product: For consultant-led Premium packs, Express provides priority access to next-business-day consultation slots, subject to availability. The Express fee is non-refundable once next-business-day slot options have been made available to you, whether or not you choose one. If you do not book immediately, your Express priority is retained for future next-business-day slots, subject to availability, for up to 7 days from purchase, after which Express priority ends and scheduling reverts to standard; the Express fee remains non-refundable. If we fail to provide a booked next-business-day slot, we refund the Express fee. For the Regeneration and Amendment services, Express brings the turnaround forward to the next business day following receipt of your corrected inputs. The Express fee is non-refundable once work has begun. If we miss the Express turnaround, you may choose a refund of the Express fee or completion at the next available slot.

3.3 Upgrade Time Lock. An optional add-on that gives you a 60-day window to upgrade PDF-only document(s) on your order to PDF + Word. Pricing is tiered by the number of documents covered (single document, three-document pack or four-document pack) and is shown on the Upgrade Time Lock product page. If you upgrade within the 60-day window, the Lock fee you paid is credited in full against the upgrade, so you pay only the remaining difference between the PDF-only price and the PDF + Word price. The Lock fee is non-refundable: if you do not upgrade within the window, it is not returned and no credit carries forward. One upgrade per document. Without the Upgrade Time Lock, you cannot later upgrade a PDF-only purchase to PDF + Word by paying the difference; PDF and PDF + Word are separate products and there is no automatic or free upgrade window.

4. Upgrading PDF to PDF + Word

An active Upgrade Time Lock (section 3.3) is required to upgrade a PDF-only purchase. Where a Lock is held, you may upgrade the relevant document(s) within 60 calendar days of the original order date by paying the difference between the PDF-only price and the current PDF + Word price, less the Lock fee already paid, which is credited in full against the upgrade. One upgrade per document. Once the Word file is supplied, the upgrade payment is non-refundable as digital content has been delivered. Without an active Lock, we cannot upgrade a PDF-only purchase; you are welcome to buy the PDF + Word version separately at the current price.

5. Post-purchase services

5.1 Regeneration Service (PDF). Corrects input errors in a PDF-only purchase. Standard turnaround is within 3 business days of receiving your corrected inputs. Where Express is purchased, turnaround is the next business day following receipt of your corrected inputs. Express is non-refundable once work has begun; if we miss the Express turnaround, you may choose a refund of the Express fee or completion at the next available slot. Non-refundable once the regenerated file is supplied. If we miss the agreed standard timeframe, you may choose a refund of the service fee or completion at the next available slot. For input corrections only.

5.2 Amendment Service (Word). Applies corrections to an editable Word purchase on your behalf. You may also edit the file yourself at no cost. Standard turnaround is within 3 business days of receiving your corrected inputs. Where Express is purchased, turnaround is the next business day following receipt of your corrected inputs. Express is non-refundable once work has begun; if we miss the Express turnaround, you may choose a refund of the Express fee or completion at the next available slot. Non-refundable once the amended file is supplied. If we miss the agreed standard timeframe, you may choose a refund of the service fee or completion at the next available slot.

6. On Tap HR Support

On Tap HR Support is a one-off, pre-paid purchase of CIPD-qualified consultant time in blocks of 5, 10 or 20 hours. It is not a subscription and there is no monthly fee, contract, notice period or auto-renewal. On Tap HR Support is an advisory service; it is not a same-day or emergency response line. We aim to acknowledge support requests within one business day (Monday to Friday, excluding UK public holidays).

Each block of hours is valid for 12 months from its own date of purchase. Unused hours expire at the end of that 12-month period and are not refundable. Where you purchase more than one block, each carries its own separate 12-month validity from its own purchase date; buying a further block does not extend the validity of hours purchased earlier. As a courtesy, we aim to email you approximately 60 days before a block expires to remind you of any unused balance; this is a courtesy reminder only, and responsibility for using your hours within the validity period remains with you.

You may cancel for a full refund within 14 days of purchase, provided no hours have been used and no consultation has taken place. After this 14-day period the purchase is non-refundable, although your hours remain available to use for the remainder of the 12-month validity period. If any time is used or any session begins within the cancellation period, the right to cancel is lost to the extent permitted by law and the purchase becomes non-refundable except where a statutory remedy applies.

The above does not affect your right to a remedy where we fail to provide the service as described. Sessions are delivered remotely.

7. Update Alerts subscription

Update Alerts is billed monthly in advance. You may cancel at any time to stop the next renewal. On cancellation, your subscription and access to the alerts continue until the end of your current paid month, after which the subscription ends and you are not charged again. No pro-rata refunds are given for the current billing period once it has started. If you purchase as a consumer, your statutory rights are unaffected.

8. Customer inputs and accuracy

Our documents are generated from the details you provide. You are responsible for ensuring your inputs are complete and correct. We generate files from your inputs and do not independently verify them unless you purchase a Consultant Review. If a delivered file contains an error originating in your own submission (for example a misspelt name or wrong date), this is not a fault with the product and corrections are handled via the Regeneration Service (PDF) or Amendment Service (Word), which may carry a small fee. Corrections to errors caused by us (for example a generation fault, corrupt file or wrong document supplied) are made at no charge under our Service Levels.

9. Service Levels

9.1 Critical issues (blocking use) — such as a broken or expired Studio Link or download link, a corrupt file or the wrong document supplied — are normally acknowledged within 1 business day and we aim to fix them within 1 business day of acknowledgement. If we cannot supply a working file within that time, you may choose a full refund of the affected item or an alternative delivery method. Report these as soon as discovered and within 7 days of receiving your file.

9.2 Non-critical issues (non-blocking) — such as minor formatting fixes — are normally completed within 3 business days.

9.3 Surge clause. During exceptional demand we triage critical issues first and keep you informed. In rare cases critical fixes may extend to 2 business days and non-critical fixes to 5 business days, with daily updates until resolved. If a critical issue extends beyond 2 business days, you may choose a full refund of the affected item.

10. How to request help or a refund

Email support@hrlaunchbox.com with your order number, order date, what you purchased and a short description of the issue. For urgent, blocking issues (see 9.1 above), put URGENT ACCESS ISSUE in the subject line. We aim to acknowledge within 1 business day (Monday to Friday, 09:00–17:00 UK, excluding public holidays). Approved refunds are processed to your original payment method within 5–10 business days; your bank or card provider may take longer to post the funds.

11. Chargebacks

If you believe there is a problem with your order, please contact us first at support@hrlaunchbox.com so we can try to resolve it quickly. Raising a chargeback may take longer than contacting us directly. If an order has been delivered and a chargeback is raised, we may suspend access and provide delivery logs and other relevant records to the payment provider to help resolve the dispute. 

12. Business and consumer purchases

Our products are intended for business use. Where you purchase as a business, UK consumer cancellation rights do not apply to business-to-business contracts. Where you purchase as a consumer, your statutory rights are not affected; see section 1 for how the cooling-off rules apply to digital content. Nothing in this policy affects any non-excludable rights or remedies you may have under applicable law.

13. Business day definition

Our business hours are Monday to Friday, 09:00–17:00 UK time, excluding UK public holidays.

Company details

HR Launch Box is a brand of Kinnin Technologies Ltd. Company number 15957357. Registered office: Studio 9, 50-54 St. Pauls Square, Birmingham, England, B3 1QS. Contact: support@hrlaunchbox.com.

We may update this policy from time to time.