ESOS IQ POLICY
Refund Policy
How billing corrections, payment disputes and any applicable refund request are handled.
Last updated 28 August 2026
1. Billing corrections
Duplicate or demonstrably erroneous charges should be reported through billing support with the invoice identifier. Never include full payment-card details. Stripe records and the ESOS IQ entitlement audit are reconciled before action.
2. Refund decisions
Statutory rights and expressly agreed contractual rights remain unaffected. Any exceptional request is reviewed against the applicable customer terms and payment record; retained work is not silently destroyed.
3. Chargebacks and fraud
A dispute or fraud signal can restrict paid access while retained work remains protected. Chargebacks, suspected fraud and contested payment evidence are reviewed individually.
4. How to request review
Use authenticated billing support and include the invoice identifier, reason and requested outcome. Do not include full card details. No refund or access change is made until the payment record, applicable terms and subscription state have been reconciled.
ESOS IQ is a trading name of Christopher Rae, a sole trader. Service address: 31 Lynedoch Street, Glasgow, G3 6EF. Use Help & support for questions or requests.
Independent service: ESOS IQ is an independent service and is not affiliated with or endorsed by the Environment Agency or UK Government. Official ESOS records are participant-supplied and are not verified by the Environment Agency as proof of compliance.