Revision & Refund Policy

Fees and refunds

Service fees are agreed in writing before work starts. If an engagement is cancelled before any work has been done, the fee is returned in full. Where work has started, the fee for the part that was completed is retained and the remainder is returned.

If we get something wrong

Tell us. Where a checkpoint was recorded incorrectly, a document was misread, or a promised output was not delivered, we correct the record at no charge and, where the error was ours, the fee for that part of the work is returned. Corrections are issued in writing and filed with the original report rather than replacing it silently.

What is not refundable

An inspection that finds faults is not a failed inspection. A result you did not want, a supplier you decided against, a duty figure that turned out higher than expected, or a clearance decision made by a customs office are outcomes, not service failures, and they are not grounds for a refund.

How to raise it

Send the order number and the point at issue to the desk. Claims about a delivered output are reviewed against the file we hold for that shipment, and you get a written answer within five business days.