The purpose of this policy is to provide a simple summary of our terms and conditions relating to refunds and cancellation. All clauses referred to here are set out in our Terms and Conditions which you should read in full.
Definitions
All definitions referred to in this policy shall have the same meanings as set out in our Terms and Conditions.
Refunds and cancellation rights
We have set out below the circumstances in which either of us may cancel a service and your refund rights should this happen.
Also included are references to the relevant clauses within our Terms and Conditions.
When can you cancel and obtain a refund?
- Part 2: Service Specific Terms clause 19.2:You may cancel any Additional Services by sending us written notice which is received by us within 14 calendar days of the purchase date. You will be entitled to a refund where:
- The notice is provided within the deadline; and
- We have not started work.
- Part 2: Service Specific Terms clause 23.4:You may cancel the company formation service by sending us written notice which is received by us within14 calendar days of the purchase date. You will be entitled to a refund where:
- The notice is provided within the deadline; and
- We have not started work or submitted your application to Companies House.
- Part 2: Service Specific Terms clauses 24.5.1 & 24.5.2:You may cancel any company address services by sending us written notice which is received by us within 14 calendar days of the purchase date. You will be entitled to a refund where:
- The notice is provided within the deadline; and
- We have not begun the process to set up your address service.
Where we have begun to set up your address service, you will be entitled to a refund minus an administration charge of £10 plus VAT per address service, provided that you do not use our address at Companies House for more than 14 calendar days after the purchase date.
- Part 2: Service Specific Terms clause 32:You may cancel any of our services where a Force Majeure event occurs and lasts for more than 14 Working Days. In these circumstances we will refund you to the extent that you have paid for any services you have not received.
When can you cancel without a refund?
- Part 2: Service Specific Terms clause 18.9:Where you have purchased a renewable service, you may cancel the service when it is coming up for renewal. Written notice must be received prior to your renewal date. You will not be entitled to a refund in these circumstances.
- Part 2: Service Specific Terms clause 29.1:You are entitled to cancel any services which are renewable upon 30 calendar days written notice. You will not be entitled to a refund in these circumstances.
When can we cancel provided a refund is issued?
- Part 2: Service Specific Terms clause 16.6:We are entitled to cancel any of our services at any time without notice if you have attempted to order any Services for a Scottish Limited Partnership. Where this happens, we will refund you.
- Part 2: Service Specific Terms clause 17.2:We are entitled to reject, refuse, or cancel any order at any time without notice. Where this happens, we will refund you.
- Part 2: Service Specific Terms clause 18.7:We are entitled to cancel any of our services at any time in the event of a serious error in price. Where this happens, we will refund you.
- Part 2: Service Specific Terms clause 29.4:Our packages contain a variety of different Services. We may immediately terminate or cancel the provision of any such Services, or part of them, where providing or continuing to provide them would pose the risk that we are acting unlawfully, or put us in breach of our compliance policies. If this happens, you may be entitled to a reasonably proportionate refund (as determined at our sole discretion) of fees paid for the Services which you have not received. This does not limit our termination rights as set out in the above clauses.
- Part 2: Service Specific Terms clause 32:We are entitled to cancel any of our services where a Force Majeure event occurs and lasts for more than 14 Working Days. In these circumstances we will refund you to the extent that you have paid for any services you have not received.
When can we cancel without issuing a refund?
- Part 2: Service Specific Terms clauses 19.3 & 22.2:We may cancel any services at any time without notice if you do not provide the KYC and ID information we request. You will not be entitled to any refund in these circumstances.
- Part 2: Service Specific Terms clause 22.3:We are entitled to cancel any services at any time without notice if we discover any illegal or unethical activities. You will not be entitled to any refund in these circumstances.
- Part 2: Service Specific Terms clause 22.7:We are entitled to cancel any services at any time without notice if you do not provide your company’s authentication code. You will not be entitled to any refund in these circumstances.
- Part 2: Service Specific Terms clause 23.2.5:We are entitled to cancel the company formation service at any time if we cannot submit a company application to Companies House because you have omitted information, provided incorrect information, or we require further information and this is not rectified within 7 calendar days of your order being placed. You will not be entitled to any refund in these circumstances.
- Part 2: Service Specific Terms clause 24.4.6:We are entitled to cancel any company address services at any time without notice if we believe you have caused or are likely to have an adverse effect our reputation and/or business. You will not be entitled to any refund in these circumstances.
- Part 2: Service Specific Terms clauses 29.2 and 29.3:We are entitled to cancel any services at any time in our discretion. Where we do so, you will not be entitled to a refund unless this is covered under any other clause.
How do I send a cancellation notice?
The requirements for notices are set out in clause 30 of Part 2: Service Specific Terms and Conditions. In short, they must:
- be in writing (which includes email)
- be written in English
- be signed
- be sent by first class post to us at FAO Customer Retention Team, Rocketformations.co.uk Ltd, 24-26 Arcadia Avenue, Dephna House, Launchese, London, England, N3 2JU or by email to us at [email protected].
Clause 30 also contains information about when notices will be deemed received and we would recommend you read this clause to ensure that you are aware of this before choosing the method by which you will send your notice.
Is there anything else I need to be aware of in relation to refunds?
Yes, please note that refunds will not be provided in relation to the following:
- Overseas Compliance Review Fees. These are not refundable in any circumstances. Please see clause 22.5 of Part 2: Service Specific Terms and Conditions for more information.
- Company Formation Service once the application has been submitted to Companies House. This applies even if the application is rejected- see clause 23.4.2 of Part 2: Service Specific Terms and Conditions.
You may also find the following pages helpful:
