Refund & Cancellation Policy

Unless otherwise stated, words and expressions used in this Policy have the same meaning as in our Terms and Conditions.

“Services” includes company formation, registered office services, business address services, compliance services, corporate administration, banking and payment-provider assistance, advisory services and any other products or services supplied by Seven Oak Prestige Ltd.

Nothing in this Policy removes or restricts any mandatory rights available to you under applicable consumer law.

Where you purchase Services as a consumer through our website, telephone, email or another distance-selling method, you may have a statutory right to cancel certain Services within 14 calendar days from the date the contract is entered into.

Different rules may apply where:

• you specifically ask us to begin providing the Service during the cancellation period;
• work has already commenced;
• the Service has been fully performed;
• a bespoke or personalised Service has been supplied;
• government or third-party fees have already been incurred; or
• another statutory exception applies.

You may request cancellation of an eligible Service within 14 calendar days of purchase.

Subject to your statutory rights, you will normally be eligible for a refund where:

• your written cancellation request is received within the applicable cancellation period; and
• we have not begun providing or preparing the Service; and
• we have not incurred any government, third-party or external costs in connection with your order.

Where a contractual or discretionary refund is approved, a 5% payment and administrative processing fee will normally be deducted from the amount refunded, where permitted by applicable law.

Any statutory refund entitlement will be handled in accordance with applicable consumer law and will not be reduced by a charge that we are not legally permitted to impose.

Many of our Services are time-sensitive.

By asking us to begin providing a Service immediately or before expiry of any statutory cancellation period, you expressly request early performance of the Service.

This may include, for example:

• reviewing your documents;
• conducting an advisory assessment;
• carrying out KYC or compliance checks;
• preparing a company formation application;
• reviewing a website or business model;
• preparing an application for a bank or payment provider;
• conducting provider research;
• preparing supporting documentation;
• scheduling or conducting consultations;
• setting up an address service; or
• submitting information to a third party.

If you subsequently cancel after work has commenced, we may deduct a reasonable and proportionate amount representing the Services already provided, together with any non-refundable costs already incurred, where permitted by law.

Any remaining contractual refund will also be subject to the 5% processing fee, where legally permitted.

If the Service has already been fully performed following your express request for us to begin during the cancellation period, your statutory right to cancel may cease where permitted by applicable law.

You may request cancellation of a company formation Service before the application has been submitted to Companies House.

Where:

• your cancellation request is received within 14 calendar days of purchase; and
• we have not started preparing the incorporation; and
• no third-party or verification cost has been incurred,

you may be eligible for a refund.

If we have already started preparing the incorporation but have not yet submitted the application, any refund may be reduced to account for work completed, verification costs and other expenses already incurred.

Once the company incorporation application has been submitted to Companies House, the company formation Service is considered substantially committed and:

• the Companies House filing fee is non-refundable;
• identity-verification or third-party fees already incurred are non-refundable;
• fees relating to work already performed are non-refundable; and
• a refund will not normally be available merely because the application is rejected, queried or delayed by Companies House.

The standard Companies House online incorporation fee is currently £100, although government fees may change from time to time. (GOV.UK)

If Companies House requests a correction or additional information, we will normally seek to correct or resubmit the application where reasonably possible rather than treat the application as cancelled.

You may request cancellation of an address Service within 14 calendar days of purchase.

You may be eligible for a refund where:

• we have not started setting up the Service;
• our address has not been used or submitted to Companies House;
• our address has not been provided to a bank, payment provider, marketplace, customer or other third party; and
• we have not incurred third-party costs.

Where setup has already commenced, we may deduct the reasonable cost of work undertaken and any external costs already incurred.

Where our address has already been used at Companies House or with another third party, cancellation will not become effective until you have removed or replaced our address wherever you are no longer entitled to use it.

You remain responsible for any subscription or renewal fees that become due while our address continues to be used without authorisation.

Where a contractual refund remains payable after permitted deductions, the 5% processing fee will apply.

Fees paid for banking, EMI, merchant account or payment-provider assistance are for the advisory, preparation, assessment and application-support Services we provide.

They are not fees for guaranteeing that a financial institution will approve an application.

Our work may be considered to have commenced once we perform any substantive activity, including:

• reviewing the client’s business;
• assessing banking or payment-provider eligibility;
• reviewing the website;
• reviewing documents;
• conducting compliance or banking-readiness assessments;
• researching suitable providers;
• preparing an application;
• providing application answers or recommendations;
• communicating with a provider;
• arranging or conducting meetings; or
• submitting an application.

Once substantive work has commenced, any cancellation or refund will take into account the work already performed.

Once an application has been submitted to a bank, electronic money institution, payment provider or other financial institution, the advisory Service will normally be considered substantially performed.

A rejection by a bank, EMI, payment processor or other financial institution does not constitute a failure by Seven Oak Prestige Ltd to provide the Service and does not automatically entitle the Client to a refund.

The same applies where:

• additional information is requested;
• compliance checks take longer than expected;
• the provider changes its eligibility requirements;
• the application is placed under review;
• the provider does not disclose its reason for rejection;
• the applicant’s nationality or residency affects eligibility;
• the applicant’s industry or business model affects eligibility; or
• a provider subsequently suspends or closes an approved account.

Where we agree to issue a discretionary refund, deductions may be made for work already completed and a 5% processing fee will apply where permitted by law.

Our advisory and bespoke Services frequently involve work beginning shortly after purchase.

Examples include:

• compliance reviews;
• banking-readiness reviews;
• business assessments;
• company structuring;
• VAT or EORI assistance;
• document preparation;
• website compliance reviews;
• consultations;
• corporate advisory;
• business plans;
• reports;
• research; and
• customised application support.

Where work has commenced, we may deduct a reasonable amount representing the proportion of the Service already performed.

Where the Service has been substantially or fully delivered, no refund will normally be available except where required by law.

The following are generally non-refundable once paid, incurred or committed:

• Companies House filing fees;
• government filing charges;
• identity-verification fees;
• compliance-verification charges;
• registered office provider charges;
• courier and postage charges;
• certification or legalisation fees;
• telecommunications charges;
• payment-provider costs;
• external professional fees; and
• any other third-party costs incurred specifically for your order.

These amounts may therefore be deducted from any refund otherwise due.

Except where prohibited by applicable law, all discretionary and contractual refunds processed by Seven Oak Prestige Ltd are subject to a 5% refund processing and administrative fee.

The fee contributes towards payment-processing costs and administrative work involved in receiving, reconciling and reversing the transaction.

For example, where an eligible contractual refund is calculated at £500, the processing fee would be:

£500 × 5% = £25

The amount returned would therefore be:

£475

This processing fee is separate from:

• government fees;
• third-party charges;
• work already performed;
• bespoke work charges; and
• other amounts lawfully deductible under this Policy.

Where applicable consumer legislation requires us to provide a refund without such a deduction, the statutory requirement will take precedence.

You may cancel a Service at any time, but cancellation does not necessarily create a right to a refund.

No refund will normally be available where:

• the Service has already been fully performed;
• work has been substantially completed;
• a company formation application has already been submitted;
• a banking or payment-provider application has already been substantially prepared or submitted;
• government or third-party costs have already been incurred;
• you cancel after expiry of an applicable cancellation period and there is no contractual refund right;
• a subscription Service is cancelled only to prevent its next renewal;
• you fail to provide information reasonably required for us to continue the Service; or
• the Service has become impossible to complete because of your actions or omissions.

Services such as registered office, service address, virtual business address, mail handling or other recurring Services may renew automatically where this was disclosed when purchased.

You may request cancellation before your next renewal date in accordance with the notice requirements applicable to your Service.

Cancellation prevents future renewals but does not normally entitle you to a refund for a current subscription period that has already commenced.

Failure to use the Service does not constitute cancellation.

Failure of a recurring payment does not constitute cancellation.

We may cancel an order or Service where:

• we cannot provide the Service;
• we identify a material pricing error;
• the Service has become unavailable;
• a necessary third-party provider is unable to provide the Service;
• a prolonged event outside our reasonable control makes performance impossible; or
• we determine before substantive work begins that we cannot accept the engagement.

Where we cancel for reasons unrelated to your conduct, we will normally refund amounts relating to Services not supplied.

External costs already incurred may be deducted where legally permitted.

Where the refund is being made solely because we are unable to provide the Service, we may waive the 5% processing fee at our discretion, and we will not apply the fee where doing so would conflict with your statutory rights.

We may immediately suspend or terminate a Service where continuing to provide it would expose Seven Oak Prestige Ltd, our staff or our service providers to legal, regulatory, sanctions, fraud, money-laundering, reputational or compliance risk.

Depending upon the circumstances and the work already performed, we may provide a proportionate refund for the unused element of the Service.

No refund will normally be provided for work already completed or external expenses already incurred.

Subject to applicable law, we may terminate a Service without providing a refund where the termination results from your material breach of our Terms and Conditions.

This may include circumstances where:

• you refuse or repeatedly fail to provide required KYC or identification documents;
• you provide forged, manipulated or fraudulent documents;
• information supplied by you is materially false or misleading;
• you conceal material information relevant to the Service;
• you engage in illegal or fraudulent activity;
• you use our Services for money laundering, sanctions evasion or other prohibited purposes;
• you abuse or threaten our staff or service providers;
• you knowingly provide false information to a bank, payment provider, Companies House or another authority;
• you use our address outside the scope authorised by us;
• you fail to remove our address after an address Service has terminated;
• you fail to provide information necessary to complete the Service within a reasonable deadline;
• your actions make completion of the Service impossible; or
• you otherwise materially breach our Terms and Conditions.

No refund will be provided for Services already performed or costs already incurred.

We rely on clients supplying information and documentation promptly.

Where we request information necessary to provide a Service and you fail to supply it within the deadline communicated to you, we may suspend or terminate the Service.

Examples include failure to provide:

• identification;
• proof of residential address;
• company information;
• Companies House authentication information;
• director or shareholder details;
• compliance information;
• supporting documents;
• source-of-funds evidence; or
• information required by a bank or payment provider.

Where we have already begun providing the Service, fees relating to work completed and costs incurred will not normally be refunded.

A rejection by a government authority or third-party provider does not automatically entitle you to a refund.

This includes rejection by:

• Companies House;
• HMRC;
• a bank;
• an electronic money institution;
• a merchant acquirer;
• a payment processor;
• an identity-verification provider; or
• another independent organisation.

Our obligation is to provide the Service purchased from Seven Oak Prestige Ltd with reasonable care and skill.

We cannot guarantee the decisions of independent organisations.

You should contact us first if you believe a payment or refund is incorrect.

Nothing in this Policy prevents you from exercising legitimate rights available through your bank or payment provider.

However, initiating a chargeback does not automatically cancel a contract or remove your obligation to pay for Services properly supplied.

Where a chargeback is demonstrably fraudulent, abusive or made after Services have been properly delivered, we reserve the right to provide evidence of the transaction and Services supplied to the relevant payment provider and to pursue amounts lawfully due.

Cancellation requests must be made in writing.

The easiest method is by email to:

contact@sevenoakprestige.com

Please use the subject line:

Cancellation Request

Your request should contain:

• your full name;
• your company name, where applicable;
• the Service purchased;
• order or invoice number, where available;
• date of purchase; and
• confirmation that you wish to cancel.

We may request additional information to verify your identity or locate your order.

A cancellation request is treated as received when it reaches our designated email system, subject to reasonable verification of the request.

Approved refunds will normally be made using the original method of payment unless another method is agreed or required.

Refund processing times may depend on your bank, card issuer or payment provider.

Where legally required, refunds will be issued within the applicable statutory timeframe.

Contractual or discretionary refunds will be calculated after deducting, where applicable:

• Services already performed;
• government fees;
• third-party costs;
• bespoke or customised work already completed; and
• the 5% refund processing fee, where legally permitted.

Neither party will be responsible for failure or delay caused by events genuinely outside its reasonable control.

Where such an event prevents us from providing a material Service for a prolonged period, either party may be entitled to cancel the affected Service.

Where appropriate, we will refund the proportion of fees relating to Services not provided, after accounting for any non-refundable costs already incurred.