Refund Policy

This Refund Policy applies to purchases of the Fire Door Safety Certificate service provided by Turtle Bale Limited, trading as R-10 Fire Safety Solutions ("we", "our", "us").

30-day money-back guarantee

We offer a 30-day money-back guarantee. If you are not satisfied with your purchase for any reason, you may request a full refund within 30 days of your order date. This applies whether or not you have started your inspection.

How to request a refund

Our order process is conducted by our online reseller Paddle.com, which is the Merchant of Record for all our orders and handles all billing enquiries and returns. To request a refund you can either:

• Visit paddle.net and look up your order using the email address you used at checkout; or
• Email us at info@r-10.co.uk with your order details and we will arrange the refund with Paddle on your behalf.

How refunds are processed

Approved refunds are issued by Paddle to the original payment method. Processing times depend on your bank or card issuer and typically take 3-10 business days. Refunds are also governed by Paddle's Refund Policy.

Effect of a refund

When a purchase is refunded, the associated inspection credit is withdrawn and any certificate or report issued for that purchase is revoked and may no longer be relied upon or shared as evidence of compliance.

Statutory rights

Nothing in this policy limits your statutory rights as a consumer under UK law, including any right to cancel a distance contract.

Contact

Questions about refunds? Contact Turtle Bale Limited at info@r-10.co.uk.