Refunds

Before it goes live, for any reason at all

Bought it and changed your mind, picked the wrong package, somebody else in the office had already done it. If the advert has not been published, you get the whole amount back and we do not ask why.

We took the money twice, or took the wrong amount

Ours to fix and we fix it in full the same working day we see it. You do not have to prove anything.

The advert never went live because of something at our end

A fault, an outage, a mistake in our checking. Full refund, or we publish it now and extend it by the days it lost. Your choice, not ours.

We broke one of the promises in our terms

The six in clause 7a. An advert published without a pay figure, an application that reached a second advertiser, a price different from the published one. You choose: the advert runs again free, or the money comes back. YOU DO NOT HAVE TO SHOW THAT YOU LOST ANYTHING.

The site was down for a large part of your thirty days

We extend the advert by the time it was down without being asked. If you would rather have the money, say so.

Nobody suitable applied

This is the honest one and it is the one that matters. We sell ADVERTISING, not candidates. If the advert ran, was seen and took applications, it did what you paid for. What we do instead of a refund is the re-run: fewer than three applications in thirty days and we rewrite it with you and run it again free.

The people who applied were not good enough

We do not screen applicants for a job board advert and we do not pretend to. Everything arrives with you, and who is right for the role is a decision only you can make.

You filled the role from somewhere else

The advert still ran. If it is early in the thirty days, tell us and we will take it down so you stop getting applications, and we will hold the unused days as a credit against your next one. That is better for both of us than an argument about a part refund.

The advert is most of the way through its run

Days that have already been delivered are days we cannot take back. Ask early rather than late: a request on day two is a different conversation from one on day twenty eight.

You paid, we told you the pay was too low, and you published anyway

We say so before you publish and we write down what we said and when, on that advert. That warning is the one thing the re-run promise does not cover, because an advert that offered less than the going rate did not fail for want of an audience.

What we do instead: the free re-run

If a paid advert runs its 30 days and brings you fewer than three applications, tell us within 14 days of it ending and we will rewrite it with you and run it again for another 30 days at no charge. Once per advert. The one thing it does not cover is an advert we warned you about before you published, where we told you the pay was under the range for that role and you published at that figure anyway, because running the same advert at the same money again would only fail the same way. Even then the re-run is still free the moment you change what we flagged: put the pay in the range, or say in the advert why the figure is fixed.

A second run reaches people who were not looking the first time, and the rewrite is where most of the difference comes from. It is worth more to you than the money back, which is why we offer it first, and you can still ask for the money if you would rather have it.

1  Tell us, in any words you like

Email us with the advert reference. There is no form, no template and nothing to fill in, and you do not have to be polite about it.

2  We answer within one working day, and say yes or no

Not "we are looking into it" for a fortnight. If the answer is no, you get the reason in a sentence you can argue with, and the name of the person who decided.

3  An approved refund goes back the way it came

To the same card or account, never as a voucher or a credit note unless you asked for one. Usually the same day, and how long it then takes to appear is your bank's business rather than ours.

4  If we say no and you still think we are wrong

Say so. It goes to the director, who reads it himself. And nothing here stops you taking it further: our complaints procedure is published, and your statutory rights as a business customer are untouched by anything on this page.

Two things about the law, said straight

You are a business, not a consumer. Buying an advert to hire somebody is buying for business purposes, so the fourteen day cancellation right that applies to consumer purchases does not reach you. Which means everything on this page above the line is ours by choice, not something we were made to do, and we would rather say that than dress a commercial decision up as compliance.

Please come to us before your bank. If you raise a chargeback we find out from the card company rather than from you, and the first thing that happens is that the conversation stops being between the two of us. We have never refused to talk about money and we are not going to start.

Ask now

Email hello@hiringuk.co.uk with your advert reference, or use the complaints procedure if it is more than a refund. Either reaches the same person.