Terms of Use
Potly Pension Relief
Last updated: 14 July 2026
Please read these Terms carefully before using our service. They form a legal agreement between you and Potly Ltd, and they explain what our service does, what it does not do, what you are responsible for, and what happens if something goes wrong.
1. Who we are
This website and service are operated by Potly Ltd (trading as Potly Pension Relief), a company registered in England & Wales under company number 16635593, with its registered office at 167–169 Great Portland Street, Fifth Floor, London, W1W 5PF.
In these Terms, “we”, “us” and “our” mean Potly Ltd, and “you” means the person using our service. You can contact us at any time by email at contact@potlypensionrelief.co.uk.
2. Agreeing to these Terms
By using our website or purchasing our service, you agree to be bound by these Terms. If you do not agree with them, please do not use the service.
You confirm that you are at least 18 years old and are using the service for your own personal tax affairs.
Your use of the service is also covered by our Privacy Policy and our Refund Policy, which form part of these Terms.
3. What our service is — and what it is not
We help UK higher-rate and additional-rate taxpayers identify and prepare a claim for unclaimed pension tax relief. We prepare a claim pack of documents that you then submit to HMRC yourself.
It is very important that you understand the limits of our role:
We do not provide financial or tax advice. Our service prepares documents based on the information you give us. Nothing we provide is personal financial advice, tax advice or a recommendation. If you need advice, please speak to a qualified adviser.
We do not submit your claim to HMRC. You sign and submit your own claim, by post or through Self Assessment.
We do not handle your refund. If HMRC accepts your claim, HMRC pays you directly. We never receive, hold or handle your refund money.
HMRC decides the outcome. We cannot guarantee that your claim will be accepted, or that you will receive any particular amount — or any amount at all. That decision is entirely HMRC's.
Our figures are estimates. The calculator and the Pension Tax Relief & Allowance Report are estimates based on the information you provide and our understanding of the applicable rules. They are not a statement of what HMRC will pay.
We are not a tax agent. We are not registered with HMRC as your agent and we do not act on your behalf in any dealings with HMRC.
4. What you get
Once you have paid and completed our form, we will prepare and send you a claim pack, normally within 24 hours of you submitting the form. Your claim pack contains:
An HMRC cover letter (in the correct version for the rest of the UK or Scotland), ready for you to sign and post;
An evidence checklist setting out the supporting documents you will need; and
A Pension Tax Relief & Allowance Report setting out your estimated tax position.
We send these to you by email as PDF attachments. It is your responsibility to keep your own copies — see section 8.
5. Price and payment
Our fee is a one-off payment. It is not a subscription, and there are no recurring charges. The fee depends on how many tax years you are claiming for:
Payment is taken securely by Stripe, our payment processor. We do not see or store your card details. Our fee is payable whether or not HMRC ultimately accepts your claim, because you are paying for the preparation of your claim pack, not for a guaranteed outcome.
6. Your right to cancel
Because your claim pack is a digital service that we begin preparing straight away, you will be asked, when you complete our form, to confirm that:
you want us to begin preparing your claim pack immediately; and
you understand that once your claim pack has been delivered to you, you will lose your right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
This means:
Before we have prepared your claim pack: you can cancel and receive a full refund.
After your claim pack has been delivered to you: the service has been fully performed and no refund is due, except in the specific circumstances set out in our Refund Policy.
Full details, including the circumstances in which we will refund you if HMRC rejects your claim because of an error in our calculation methodology, are set out in our Refund Policy.
7. Your responsibilities
Our service depends entirely on the information you give us. By using it, you agree that:
You will provide accurate, complete and truthful information — including your income, pension contributions, National Insurance number and UTR. You are responsible for the accuracy of everything you tell us.
You will check your claim pack carefully before signing and submitting it to HMRC.
You will submit your own claim to HMRC, and deal with any questions HMRC raises about it.
You will keep your own copies of your claim pack and supporting evidence.
If HMRC rejects or reduces your claim because information you gave us was inaccurate, incomplete or out of date, no refund is due. We can only work from what you tell us.
8. Keeping your documents
We do not hold your claim pack indefinitely. As explained in our Privacy Policy, we delete the generated documents from our systems 30 days after delivery, and your identifying details — including your National Insurance number and UTR — 90 days after delivery. We keep a de-identified record of the figures used in your calculation for 18 months so that we can stand behind our Refund Policy. This is a deliberate choice to protect your sensitive information.
Please download and save your claim pack when you receive it. After these periods we will not be able to resend it.
9. Our intellectual property
The website, our branding, our templates, our calculation methodology and the format of the Pension Tax Relief & Allowance Report are owned by Potly Ltd and protected by intellectual property law.
When you buy a claim pack, we give you permission to use those documents for your own personal tax claim. You may not resell, republish, distribute or commercially exploit our documents, templates or methodology, or use them to provide a similar service to others.
10. Feedback
If you send us feedback or suggestions about our service, we may use them freely to improve what we do, without any obligation to pay you or credit you.
11. Availability of the service
We work to keep the website available and accurate, but we cannot promise it will always be uninterrupted or error-free. We may need to suspend or withdraw parts of the service for maintenance or other operational reasons.
We may also update our calculator and templates as tax rules or HMRC practice change. The version applicable to you is the one in place when you purchase.
12. Our liability to you
Nothing in these Terms limits or excludes our liability where it would be unlawful to do so. In particular, we do not exclude our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.
You have legal rights as a consumer, including under the Consumer Rights Act 2015, which require us to provide our service with reasonable care and skill. Nothing in these Terms affects those rights.
Subject to the above:
We are not responsible for the outcome of your claim, which is a matter for HMRC.
We are not responsible for losses caused by inaccurate or incomplete information you provide, or by your failure to submit your claim correctly or on time.
We are not liable for business losses. Our service is provided for personal use only.
Where we are liable, our total liability to you is limited to the amount you paid us for the claim pack in question.
13. If something goes wrong
If you are unhappy with our service, please contact us first at contact@potlypensionrelief.co.uk so we can try to put it right. We take complaints seriously and will always try to resolve them informally.
If you believe you are entitled to a refund, please see our Refund Policy for how to make a claim and what evidence we need.
14. Ending your use of the service
You may stop using our website at any time. We may suspend or end your access to the service if you breach these Terms, misuse the service, or use it unlawfully — for example, by attempting to use our documents to provide a competing service.
If we end your access, this does not affect any refund you may already be entitled to under our Refund Policy.
15. Changes to these Terms
We may update these Terms from time to time, for example if our service or the law changes. The version that applies to your purchase is the version published when you paid. We will update the “Last updated” date at the top when we make changes.
16. Governing law
These Terms are governed by the law of England & Wales, and any dispute will be dealt with by the courts of England & Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your own local courts.
17. Contact us
The best way to reach us is by email at contact@potlypensionrelief.co.uk.
Our formal details: Potly Ltd (trading as Potly Pension Relief), company number 16635593, registered office 167–169 Great Portland Street, Fifth Floor, London, W1W 5PF.
