Fair Use and Termination Policy

Fair Use

Our initial review is free and we want to help as many people as we can. To keep it fair, we ask that you:

• Give us accurate and complete information.
• Do not submit false or misleading claims.
• Treat our team with courtesy and respect.
• Do not submit repeated duplicate cases, send large numbers of messages, or use the service for commercial purposes.
• Keep your case reference and access code private.

When We May Stop Helping

We may pause or close a case if:

• We have good reason to believe information provided is false.
• Abusive, threatening or discriminatory behaviour is directed at our team or others.
• The case is outside what we can help with, or we cannot make progress.
• You ask us to stop.

How We Do This

Before closing a case we will usually explain why and give you a chance to respond, unless there is a safety or legal reason not to. We will confirm the closure in writing and tell you where else you may be able to get help.

If You Have a Paid Service Agreement

How a paid case ends, what you pay for work already done, and your 14-day cancellation right are set out in the agreement you sign, which takes priority over this policy. Closing a case never removes your right to a free review or to our free tools.

Your Right to Complain

If you disagree with a decision, you can use our Complaints Procedure.

Last updated: 4 October 2026. Next review due: 4 October 2027, or sooner if our service changes.