When do we refund?
We refund advisory fees for work we have not done, and we fix errors that are ours at our own cost including the resubmission fee. We cannot refund regulator, verification or examination fees, because you pay those directly to the authority and we never hold them.
Why can you only refund part of what I paid?
Because two different organisations received money, and we can only return the part that reached us.
When a regulator charges you a verification fee, that money goes from you to the regulator. We are not in the middle of it, we never see it, and we have nothing to return. Most authorities and examination providers state that their fees are non-refundable and charge in full for each reattempt. That is their policy, not ours, and we cannot override it.
What we can control is our own advisory fee, and the rest of this page is about that.
What is refundable?
Work not yet started
Cancel in writing before we begin and you are refunded in full, less any third-party cost already incurred on your instruction. If nothing has been spent, you get everything back.
Stages not yet completed
Stop an engagement partway and we invoice only for stages completed. Anything you have paid above that is returned.
Work we could not deliver
If we take an engagement and then find we cannot do what we quoted for, we refund the undelivered part in full and tell you who can help instead.
A duplicate or incorrect charge
Returned in full, without argument, as soon as it is identified.
What is not refundable?
- Regulator, verification and examination fees. You paid the authority directly. Ask the authority.
- Advisory work already completed. If we assessed your eligibility, prepared your documents and managed a submission, that work was done whatever the regulator then decided.
- A rejection caused by a requirement you do not meet. Establishing that is part of the work, and it is better to learn it from a considered application than from a career spent assuming otherwise.
- A rejection caused by inaccurate information you gave us. We assess what we are told. Where what we were told was wrong, the resulting work is not refundable.
- An examination result. We can prepare you. We cannot sit it.
- Any engagement ended because a document was not genuine. We stop immediately and without refund.
What happens when the mistake is ours?
What we commit to
If an application is rejected because of an error we made in preparing your documents, we correct it and cover the resubmission fee.
What we cannot promise
We cannot guarantee a licence, a registration, a pass, or a processing time. Those decisions belong to the regulator alone.
In practice that means we redo the work, pay the resubmission fee, and keep you informed while we do it. You do not have to ask for this, argue for it, or invoke a policy: if we find the error first, we will tell you and fix it.
What we cannot do is guarantee the second attempt succeeds, because that decision still belongs to the regulator. Our scope boundary is set out in full on what we do not do.
How do you request a refund?
- Write to [REPLACE_EMAIL] with your case reference and what you are asking for.
- We acknowledge within one working day.
- We approve or decline within five working days and tell you which, with the reasoning.
- An approved refund is returned to its original payment method within [REPLACE_REFUND_SLA] of approval.
If you disagree with our decision, say so and it will be reviewed by someone who was not involved in your case. Our complaints route and escalation path are on our licence and registration.
What else do people ask about refunds?
My application was rejected. Do I get my money back?
It depends on why. If the rejection was caused by an error we made in preparing your documents, we correct it and cover the resubmission fee at our own cost. If it was caused by a requirement you do not meet, or by information that turned out to be inaccurate, the advisory work was still done and the fee stands. We will tell you plainly which of the two it was.
Can you refund the DataFlow or examination fee?
No, because we never received it. Those fees are paid by you, directly to the authority or provider, in your own name. Only that authority or provider can refund them, and most state clearly that their fees are non-refundable. This is one of the reasons we insist you pay them directly.
I changed my mind before you started. What happens?
Tell us in writing and we will refund what you have paid in full, less any third-party cost we have already incurred on your instruction. If we have not started and nothing has been spent, you get everything back.
I want to stop halfway through. What happens?
We stop, and we invoice for the stages completed rather than the whole engagement. If you have paid more than the completed stages, the balance is refunded. If you have paid less, we will not chase you for work that has not been done.
How long does a refund take?
We approve or decline within five working days of your written request and tell you which. An approved refund is returned to its original payment method within [REPLACE_REFUND_SLA] of approval, subject to the payment provider.