1About these terms
1.1Who we are
WeRefund is operated by WEREFUND LTD, a company registered in England and Wales under number 17484620, whose registered office is at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom (“WeRefund”, “we”, “us”). You can reach us at support@werefund.com.
1.2Who they apply to
These terms apply to anyone who uses WeRefund: visitors to werefund.com, shoppers who buy from a store that uses WeRefund, and merchants who use WeRefund for their store. By using WeRefund, or by creating an account, you accept them.
A consumer is a person acting for purposes outside their trade or business; a business is anyone acting for their trade or business. Merchants are businesses.
1.3The other documents that apply
- Our Privacy Policy explains how we handle personal data.
- Merchants also accept the WeRefund Merchant Terms when they create an account, and the WeRefund Fee Terms when they register a payment method. On the subjects they cover, those documents prevail over these terms for merchants.
These terms are written in English, and the English version is the one that applies.
2What WeRefund does
WeRefund is a verification, record and follow-up service that sits above the store and the payment provider a merchant already uses. It:
- checks that a store's published return policy exists, is clearly written and gives at least the return formula the merchant chose — 14, 30 or 60 days from delivery — using an automated screen and a fixed checklist, without human review, and keeps watching it;
- keeps the store in one of three states — Verified, Reviewing changes or Verification unavailable — shown by the WeRefund badge, which never carries a figure;
- creates, for each order placed with a verified store, a Policy Record: the exact version of the policy published at the store's policy address when the order was placed, with its fingerprint and our signature, free for the shopper;
- follows, read-only, the refunds the store issues through its own payment provider, and shows when a refund has been issued;
- carries return requests between shoppers and stores, and records the outcome the store gives;
- collects a review once a return is closed, and publishes it on the store's public profile;
- offers shoppers the WeRefund option, a paid service described in section 5.3.
3What WeRefund is not
- Not a payment provider. WeRefund never holds, moves or touches the money paid for a sale. The store's own provider takes the payment.
- Not insurance, and not a promise of a refund. WeRefund does not pay or fund any refund, and never refunds in a store's place.
- Not the seller. The contract of sale is between the shopper and the store. The store decides on returns and issues refunds, under its own policy.
- Not a returns operator. WeRefund buys no labels, collects and receives no parcels, and is not responsible for goods in transit.
- Not a legal audit. “Verified” means the store's policy is published, clearly written and meets our published standard. It is not legal advice, it does not say the policy complies with the law that applies to the store, and it does not say the store will keep its word.
- Not the author of a store's policy. WeRefund never writes a return policy or a privacy notice for a store. When something blocks verification, we say what, and the merchant writes the fix.
A “refund issued” on WeRefund means the store's payment provider reported that the store issued a refund. It does not confirm that the money has reached the shopper's account.
4Accounts
4.1Who can have one
You must be old enough to enter into a binding contract where you live. If you create a merchant account, you confirm that you are acting for a business and that you may bind it to these terms.
4.2Your details and your security
Give accurate details and keep them up to date. Keep your password and your two-step verification device to yourself: you are responsible for what happens under your account. Tell us at once at support@werefund.com if you think someone else has used it.
4.3One e-mail address, one role
An e-mail address belongs either to a merchant account or to a shopper account, never both. If you are both a merchant and a shopper, use two addresses.
4.4Merchant teams
A merchant account's owners can invite members and remove them. An account always keeps at least one owner, and the business is responsible for the actions of the people it invites.
5For shoppers
5.1Policy Records
Every order placed with a verified store has a Policy Record, free of charge, whether or not you chose the WeRefund option. Create an account with the e-mail address used for your order to see it. A Policy Record shows what was published at the store's policy address when your order was placed; it does not record what you read or agreed to. Anyone with the link to a Policy Record can check, on its public verification page, that it is authentic.
5.2Return requests
You can send a return request to the store through WeRefund, within the return window of your order. The store accepts it or not, gives the return address, and closes it with its outcome: refund issued, exchange, or refused. A refund we observe on the requested items can close the request on its own. If the store has not closed your request thirty days after being told of it, we record the outcome as “no response”, and that is shown on its profile.
WeRefund does not decide your return, does not refund you, and does not handle your parcel. Your rights against the store are unchanged.
5.3The WeRefund option
Some stores let you add the WeRefund option to your order. It is optional and never pre-selected. It gives you notifications about your return window, help raising a return request, a single place for your purchases, and follow-up on the refund the store issues. It is not cover for your money, and it does not change what the store owes you.
The price is a fixed amount, by the value of your order, in US dollars, pounds sterling or euros — the same figures in each currency:
| Order value | Option |
|---|---|
| 0 – 49 | 0.99 |
| 50 – 99 | 1.49 |
| 100 – 199 | 1.99 |
| 200 – 399 | 2.99 |
| 400 – 749 | 3.99 |
| 750 and above | 4.99 |
The store collects it with your order, on the same payment. The service starts when your order is paid. If the store later refunds your order, the option is not part of that refund: the service has been provided. This does not affect your statutory rights.
5.4Reviews
You can review a store once your return is closed, or once a refund on your order has been issued, from your WeRefund account — never from the store's public profile. A review must be honest, about your own return, and in your own words. Do not include anyone's personal data, abuse, advertising, or anything unlawful.
Reviews are published without prior moderation. You can edit yours within 30 days, and withdraw it at any time. The store can reply once, publicly, and can flag a review for our attention. We remove or hide a review only for one of these reasons: it contains personal data, it is abusive, it is spam, it is not about the return, the law requires it, or the return or refund it rests on is reversed. We never remove a review because it is unfavourable, and we never write reviews. A store may not offer you anything in exchange for a review.
A store's rating is the plain average of its published reviews. Measures read from the store's payment provider are shown next to it, never merged into it.
6For merchants
The Merchant Terms and the Fee Terms set out the merchant side in full. In short:
6.1What it costs
Using WeRefund costs you nothing: no setup fee, no monthly fee, no surcharge on your processing. The only money between us is the WeRefund option fee, which your shoppers choose and pay with their order, your provider collects, and you then owe us. We settle it twice a month, from a statement, under the Fee Terms.
6.2Your pages, and the two paragraphs
You give us the addresses of your return policy, your terms of sale and your privacy notice, and you keep them published and reachable. We read them; we never change anything on your store, and we never look for pages you did not give us.
Verification requires two short paragraphs that we provide and you publish word for word: one in your terms of sale, one in your privacy notice. Without the privacy paragraph a store cannot be Verified: it is how your customers learn that you share their order details with us.
6.3Verification
Verification is automated. Your store can move out of Verified at any time, automatically, when what we read no longer meets the standard or a page can no longer be read; we tell you why and what to change. Do not place on your pages text aimed at our AI model: it can block verification.
6.4Order data
You send us the order data described in our Privacy Policy, and you confirm that you may share it with us and that your privacy notice tells your customers so. You are responsible for what you publish and for honouring it.
6.5Return requests and reviews
Close each return request with its outcome and a message to the shopper. Reply to reviews honestly, once each. Never offer a shopper anything in exchange for a review, and never write one.
6.6The badge and banners
You may show the WeRefund badge and banners on your own website, unchanged, using the code we give you. You may not alter or imitate them, or present WeRefund as covering, promising or funding any refund. Outside the Verified state, the badge shows the state of your store and the banners that carry a score show nothing.
6.7The API
Keep your API keys secret: anything done with a key is done by your account. Revoke a key you believe exposed. Use the API within its published limits, and use test keys for testing.
7Using WeRefund properly
You must not:
- use WeRefund for anything unlawful, or to mislead anyone;
- give false information, send invented orders, or write or buy reviews;
- pretend to be someone else, or use an account that is not yours;
- collect reviews, profiles or other data from WeRefund in bulk by automated means, other than through our API, or put a heavy load on it;
- probe, test or get round its security, or interfere with its operation;
- use the WeRefund name, badge or marks in a way these terms do not allow.
We may remove content, or suspend access, that breaks these rules.
8Our content, and yours
8.1What belongs to us
WeRefund, the badge and banners, the website, the software and their content belong to us or to those who license them to us. You may use them only as these terms allow. The WeRefund name and badge are our marks.
8.2What belongs to you
You keep the rights in what you send us — your reviews, messages, photos and store pages. You give us a worldwide, royalty-free licence to host, copy, process and publish it as needed to provide WeRefund: for example, to publish your review on a store's profile, or to keep a copy of a store's policy page in its Policy Records. Published reviews may stay after your account is closed, as our Privacy Policy explains.
9Availability and changes to the service
We work to keep WeRefund available, but we cannot promise it will always be available, error-free or uninterrupted; maintenance and events outside our control can interrupt it. We may change or withdraw features. We will tell merchants in advance of a change that materially affects them.
WeRefund relies on services we do not control — store platforms, payment providers, carriers. We are not responsible for them, or for what a store or a payment provider reports to us.
10Suspension and ending
You can stop using WeRefund at any time. A shopper can delete their account; a merchant account's owner can close it.
We may suspend or end your access if you break these terms, if a merchant does not pay what is due under the Fee Terms or misuses the badge, or if the law requires it. Unless the law prevents it, we tell you why.
When an account ends, Policy Records already created remain, because they are evidence about orders already placed; published reviews remain; amounts already due stay due; and the sections of these terms that by their nature continue — ownership, liability, law — continue.
11Liability
11.1What nothing limits
Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else the law does not allow to be limited or excluded.
11.2If you are a consumer
We are responsible for loss you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. Loss is foreseeable if it is obvious it will happen, or if we both knew it might when you accepted these terms. We are not responsible for loss that is not foreseeable. WeRefund is provided to consumers for private use: we are not responsible for any loss of profit, business or business opportunity.
We are not responsible for the goods you buy, for a store's decision on your return, or for a refund a store issues or does not issue: those are between you and the store. Your statutory rights are not affected.
11.3If you are a business
To the extent the law allows, WeRefund is provided “as is” and “as available”, without any warranty or condition not expressly set out in these terms. We are not liable for loss of profit, revenue, business, goodwill or data, or for any indirect or consequential loss.
Our total liability to you for all claims arising in any twelve-month period, whatever their cause, is limited to the greater of £100 and the fees you paid us under the Fee Terms in the twelve months before the event giving rise to the claim. Where your statements are in US dollars or euros, read “£100” as “US$100” or “€100”.
12Disputes and governing law
12.1Talk to us first
If something goes wrong, write to support@werefund.com. Most problems are solved faster that way.
12.2If you are established in the United States
These terms are governed by the laws of the State of Delaware, without regard to its conflict of laws rules, and the state and federal courts located in Delaware have jurisdiction over any dispute arising from them.
12.3Everyone else
These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction over any dispute arising from them.
12.4If you are a consumer
Wherever you live, you keep the protections the law of your country or state gives you that cannot be excluded by contract, and you can bring a claim in the courts where you live when that law allows it. If you live in Scotland or Northern Ireland, you can bring a claim there too.
12.5Disputes about a purchase
A dispute about the goods you bought, or about a return or a refund, is between you and the store. WeRefund is not a party to it, and its records are available to you both.
13Changes to these terms
We may update these terms. We publish the new version here with its date and, if a change is material, we tell account holders by e-mail before it applies. A merchant's acceptance names the exact version accepted. If you keep using WeRefund after a change applies, you accept the new version; if you do not accept it, stop using WeRefund and close your account.
14General
- These terms, with the documents in section 1.3, are the whole agreement between you and us about WeRefund.
- If a court finds part of these terms invalid, the rest still applies.
- If we do not enforce a right at once, we have not given it up.
- We may transfer this agreement to an entity that continues WeRefund. You may transfer it only with our written agreement.
- Nobody other than you and us has any right to enforce these terms.
- We send notices to the e-mail address of your account; you send yours to support@werefund.com.
15Contact
support@werefund.com
WEREFUND LTD, a company registered in England and Wales under number 17484620, whose registered office is at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.
Last updated 28 September 2026 · Back to top