This policy explains when you are entitled to a refund for purchases made on Carbon Sorted. It is written for UK small and medium-sized enterprises buying a Carbon Reduction Plan (CRP) to support a public-sector bid. Nothing here affects your statutory rights.
Money-back guarantee
If Carbon Sorted certified your paid CRP as PASS and it is later found non-compliant with a mandatory PPN 006 or WPPN 006 requirement because of an error attributable to Carbon Sorted, we will first correct it at no additional cost. If we cannot make it compliant, we will refund the price paid for that CRP in full.
When the guarantee applies
The guarantee applies to a CRP that our system certified as PASS, where the source data and evidence you provided were correct, complete and factual, and the plan is later found non-compliant with a mandatory PPN 006 / WPPN 006 requirement for a reason attributable to Carbon Sorted — for example, a defect in our generation, calculation or compliance logic.
- Raise a claim with us and we will first assign a member of our team to correct the document at no extra charge.
- If we are unable to produce a passing CRP from your correct data, you become eligible for a full refund of that CRP.
When the guarantee does not apply
The guarantee does not cover inaccurate or incomplete customer data, changes made outside Carbon Sorted, failure to complete required publication steps, or a buyer’s discretionary decision. This includes, but is not limited to:
- Not publishing the completed CRP on your own website where the procurement requires it to be publicly available.
- Not providing correct or sufficient evidence in open-ended questions or free-text fields.
- Providing inaccurate, incomplete, non-factual or unsupported information anywhere in the plan.
- Buyer-specific scoring, discretionary evaluation, legal advice, third-party assurance, or acceptance of your wider tender submission.
- Changes you make to the exported document outside Carbon Sorted.
Where a failure is caused by your own input, you are not eligible for a refund, but you can still correct it yourself. Use one of your three included narrative revisions to fix your data and regenerate the plan. If you have used all three revisions, you can purchase a revision top-up and revise the plan to correct your own mistakes.
Single CRP (one-off)
- You can preview a watermarked section of your plan, free of charge, before you buy.
- Because a purchase immediately unlocks generation and export of a completed deliverable, a Single CRP is non-refundable once the plan has been generated and exported, except under the money-back guarantee above.
- If you purchased a CRP but have not yet generated it, contact us within 14 days for a full refund.
Revision top-ups
Each CRP includes three narrative revisions. Additional revision top-ups are consumable credits; an unused revision top-up may be refunded within 14 days of purchase. A revision that has been used is non-refundable.
Annual and Agency plans
Annual and Agency plans are paid in full upfront and grant a capped allotment of CRP credits for the period. You may request a refund within 14 days of purchase provided no CRP credits from the allotment have been used. Once a credit has been used, the plan is non-refundable for that period. Annual subscriptions renew yearly unless cancelled before the renewal date. The renewal date is displayed in Billing; cancellation takes effect at the end of the current paid period.
Request form
How to request by email
Email [email protected] from the address on your account, with your order reference. Approved refunds are returned to your original payment method, normally within 5-10 business days.