A clear route when a payment or generation goes wrong.

Before you buy

Credit packs are one-time purchases. You can create a profile, add an advert and see the job-specific cost before you decide to use paid credits. Buying a pack does not start an application or generate an answer.

UK distance-selling rules may give you a 14-day cancellation period. If you ask us to make the service available immediately and use credits to start a generation during that period, the cancellation position can change for the service already supplied. We will apply the law to the particular purchase; nothing on this page removes a statutory right.

When we can refund

• Unused credits: contact us as soon as possible if you want to cancel a purchase before using the credits. We will process any refund required by law and explain the outcome if a legal exception applies.
• Failed generation: a technical failure should not consume a credit. First return to the saved application and retry the included step. If the balance is still wrong, contact us so we can investigate and restore the credit or refund the affected charge where appropriate.
• Duplicate or unauthorised payment: contact us promptly and include the Stripe receipt or session reference, but never send full card details. We will investigate the payment record and correct a duplicate or unauthorised charge through the payment provider.
• Service not as described: if the paid service is not supplied with reasonable care and skill or does not match its material description, tell us what happened. You may have a statutory remedy.

What is not a promised outcome

We cannot promise a particular sift score, interview invitation, job offer or panel decision. A refund is not normally due only because a recruiter chose a different candidate or you dislike a suggested answer that was supplied as guidance. This does not limit your statutory rights where the service was faulty, misdescribed or not supplied with reasonable care and skill.

How to ask

Email civilservicehelper@outlook.com from the account email and include the date, the Stripe receipt or session reference, and a short description of the issue. Do not include your password, full card number, security code, full advert or private answer unless we specifically ask for a safe, redacted extract.

You can use this wording if you are cancelling a purchase:

I/We hereby give notice that I/We cancel my/our contract for the supply of Sift Assist credits, ordered on [date]. Name: [name]. Account email: [email].

How refunds are made

Where a refund is approved, it is sent through Stripe to the original payment method where possible. The time it appears can depend on the card issuer or payment method. We do not ask for or store card details by email.

Related information

Read the terms of use and privacy notice for the wider service rules and how payment records are handled.