Refund Policy

Last updated: 22 September 2026

1. Digital investigation purchases

MurderXFile cases are digital-content purchases that provide online access to an investigation through your MurderXFile account. Access is normally added after successful payment confirmation.

2. 14-day cancellation right for digital content

Consumers normally have a 14-day cancellation period for digital content purchased online. For digital content not supplied on a tangible medium, the cancellation period ends 14 days after the day on which the contract is entered into.

MurderXFile provides digital content that can be accessed immediately after purchase. Before completing your purchase, you will be asked to expressly consent to MurderXFile beginning the supply of the digital content immediately and to acknowledge that you will lose your 14-day right to cancel once supply begins.

If you give that consent and acknowledgement and supply of the digital content then begins, you will no longer have the 14-day right to cancel the purchase simply because you have changed your mind.

If your cancellation right has not been lost, you may cancel within the applicable 14-day cancellation period without giving a reason. To cancel, you must inform MurderXFile of your decision before the cancellation period expires. You may do this by emailing contact@murderxfile.com, writing to the postal address below, or using the optional model cancellation form in section 3.

This does not affect your statutory rights if the digital content is faulty, not as described or otherwise does not conform to the contract, or if you otherwise have a legal right to a remedy.

3. Model cancellation form

If you still have a legal right to cancel, you may use the model cancellation form below. Use of this form is optional; you may instead make any other clear statement informing us of your decision to cancel.

4. Faulty, unavailable or misdescribed content

If a purchased investigation is faulty, unavailable to you despite a confirmed purchase, not as described or otherwise does not conform to the contract, contact us so we can investigate. Depending on the circumstances and your statutory rights, you may be entitled to a repair or replacement, a price reduction, a refund or another applicable remedy. Nothing in this policy limits your statutory rights.

5. Duplicate or incorrect charges

If you believe you have been charged more than once for the same purchase, or that a payment was taken incorrectly, contact us with the email address used for your MurderXFile account and enough information for us to locate the transaction. Do not send full payment-card details by email.

6. How to request help or a refund

Email contact@murderxfile.com and include your account email, the case purchased, the approximate purchase date and a short explanation of the problem. We may ask for additional information reasonably needed to verify the purchase and investigate the request.

You can also write to MurderXFile at 65a Midland Road, Wellingborough, NN8 1HF, United Kingdom. See our legal business details.

7. Refund method and timing

If you validly exercise a cancellation right before it has been lost, we will reimburse payments due to you without undue delay and no later than 14 days after the day on which we are informed of your decision to cancel.

Where you are entitled to a refund or other remedy because the digital content is faulty, not as described or otherwise does not conform to the contract, the separate statutory rules applicable to that remedy will apply. Where the Consumer Rights Act 2015 requires a refund, it will be provided without undue delay and within 14 days beginning with the day on which we agree that you are entitled to the refund.

Unless you expressly agree otherwise, any refund will be made using the same means of payment used for the original purchase. We will not charge you a fee for providing a statutory refund.

8. Consumer rights

Nothing in this policy excludes, restricts or replaces rights or remedies that cannot legally be excluded under applicable consumer law.