Getting help, and changing an answer

How to reach us

Email hello@renlow.co.uk. We answer support email within two UK working days. Renlow is email-only support. There is no telephone line and no live chat. If a payment succeeded but something you paid for is not available on your account, say so in the subject line and we will treat it as a delivery failure.

What happens when you correct an answer

You can change an answer at any time. Renlow then recalculates from the corrected answer — it never blends the old answer with the new one.

• Correct an answer and your score, your quantified opportunity, the confidence attached to each figure, and your recommendation are all recalculated from the corrected answers. Nothing derived from the answer you replaced survives.
• A correction can move a figure in either direction, and it can withdraw a figure entirely: if the corrected answer removes the evidence a pound figure depended on, Renlow withholds that figure rather than estimating it. That is the system working, not a fault.
• Correcting an answer can change which provider Renlow recommends, or stop it recommending one at all — for example if a corrected provider name is one we cannot identify with certainty.
• A correction does not affect what you have paid for. A Full Report you have already bought stays unlocked, and the updated report is included at no further cost. You are never asked to buy the same report twice because you corrected an answer.
• Both the answer you gave and the answer you corrected it to are recorded against your account, so it is always clear which answer produced which result.

To correct something, reopen the assessment and change the answer. Your result updates from the corrected answers.

Sending merchant statements

Send Renlow three consecutive merchant statements. We'll review the payment evidence and tell you whether your position can be established.

Three statements are requested because Renlow needs enough evidence to assess your own payment-cost position. Uploading them does not guarantee that a figure can be established.

Your documents are submitted for review. They are not used to calculate a result automatically, and nothing on this page changes when you upload them. Your statements are stored privately against your account and are never published. If you cannot find them, email us at hello@renlow.co.uk and we will tell you what to ask your current provider for.

Statements you submit are deleted 12 months after you send them. If we tell you a statement cannot be used, it is deleted 30 days later. A statement you upload but do not submit is deleted after 30 days without activity. Deletion removes the file itself and the record of it. Nothing about the document is kept afterwards.

You can ask us to delete statements you have already submitted: email privacy@renlow.co.uk from your account address and we will remove the files and their records. Deleting your account also deletes any statements you uploaded, including the files themselves.

Deleting your data

Choose Start again on the assessment to erase the answers held on this device. Clearing your browser data removes them too. Email privacy@renlow.co.uk from the address you signed up with and ask us to delete your account. There is no self-service delete button yet, so this is a request we action by hand. Deleting the account removes your sign-in, your profile, your saved assessments and their answers, your correction history, and any merchant statements you uploaded — the stored files themselves as well as the record of them. Payment records held by Stripe, and the record of what was purchased, are kept for as long as tax and accounting law requires. Anonymous analytics events cannot be linked back to you and are not affected. We confirm within two UK working days and complete deletion within 30 days. The full picture is in our privacy notice.