At Beacon Co-Parenting App ("Beacon," "the App," "we," "us," or "our"), we are committed to providing a valuable and user-friendly service. We understand that sometimes issues may arise, and we aim to resolve them promptly and fairly. This policy outlines our procedures for handling complaints and processing refunds, in accordance with Irish consumer protection laws, including the Consumer Protection Act 2007, the Sale of Goods and Supply of Services Act 1980 and the Consumer Rights Act 2022.
1. Our commitment to you
We strive to ensure that the Beacon Co-Parenting App functions as described, is of satisfactory quality, and is fit for the purpose for which it is provided. If you encounter any issues or are dissatisfied with our service, please follow the procedures below.
2. Making a complaint
If you have a complaint regarding the Beacon Co-Parenting App, its features, content, or services, please contact us through one of the following methods:
- In-App Support: Navigate to the "Settings" or "Help" section within the App and select "Contact Support".
- Email: Send a detailed email to support@beaconparenting.ie.
When submitting a complaint, please provide as much detail as possible, including:
- Your account information (email address or username).
- A clear description of the issue or problem you are experiencing.
- The date and time the issue occurred.
- Any relevant screenshots or error messages.
- Your desired resolution.
We will acknowledge receipt of your complaint within 3 business days and aim to investigate and provide a substantive response within 7 business days. If a more in-depth investigation is required, we will inform you of the expected timeline.
3. Refund policy
Our refund policy is based on the nature of the purchase (e.g. a one-off purchase such as the Court-Ready Record, or a legacy subscription) and your statutory consumer rights in Ireland.
3.1. Purchases and legacy subscriptions
- Digital Content and Services: Under Irish consumer law, you generally have a 14-day cooling-off period from the date of purchase to cancel a contract for digital content or services (such as the Court-Ready Record or a legacy subscription) and receive a full refund, provided you have not started using the service in a way that waives this right (e.g. downloading the record or actively using the paid service).
- Faulty or Non-Conforming Service: If the App or a specific feature within it is faulty, not of satisfactory quality, or not fit for purpose as described, you are entitled to a remedy. This may include a refund, a repair, or a replacement of the service.
- For faults reported within the first 30 days of purchase: You are typically entitled to a full refund.
- For faults reported after 30 days: Your entitlement to a refund, repair, or price reduction will depend on the nature of the fault and whether it could have reasonably been expected to occur.
3.2. How to request a refund
- Contact us first: Submit a refund request via email to support@beaconparenting.ie.
- Provide details: Clearly state that you are requesting a refund and provide your account details, the date of purchase and the item/subscription concerned, a detailed explanation of the reason for your request (including any relevant fault or issue experienced), and proof of purchase (e.g. transaction receipt, invoice, or app store confirmation).
- Processing your request: We will review your refund request promptly. If approved, we will process the refund within 14 business days using the original payment method. It may take additional time for the funds to appear in your account, depending on your bank or payment provider. If your request is denied, we will provide a clear explanation for our decision.
3.3. Exclusions
Refunds may not be granted in the following circumstances:
- When you have actively used and benefited from the service beyond what is necessary to test its functionality, and the service is otherwise functioning as described.
- When the refund request is due to issues arising from your device, internet connection, or third-party software not provided by Beacon.
- When the refund request is made outside of statutory timeframes or cooling-off periods, and there is no demonstrable fault or non-conformity with the contract.
- For purchases made through third-party app stores (e.g. Apple App Store, Google Play Store), you may need to follow their specific refund procedures, though we will assist you where possible.
4. Your statutory rights
This Complaints and Refund Policy is in addition to, and does not affect, your statutory consumer rights under Irish law. If you are unsatisfied with our handling of your complaint or refund request, you have the right to:
- Contact the Competition and Consumer Protection Commission (CCPC): The CCPC provides information and advice to consumers. You can reach them via their helpline or at www.ccpc.ie.
- Utilise Alternative Dispute Resolution (ADR): For certain types of disputes, ADR mechanisms can offer an out-of-court resolution.
- Pursue the Small Claims Procedure: For claims up to €2,000, the Small Claims Procedure offers a simpler and less expensive way to resolve disputes.
5. Changes to this policy
We may update this Complaints and Refund Policy from time to time. Any changes will be effective immediately upon posting the revised policy within the App or on our website. We encourage you to review this policy periodically.
6. Contact us
If you have any questions or require further clarification regarding this policy, please contact us at support@beaconparenting.ie.