Refund & Service Policy

We are committed to providing clear, professional support for Personal Code applications, Companies House identity verification, and company filing identity linking.

Because government and third-party verification outcomes depend on client information, platform availability, and official review, refunds are handled according to the cancellation and exclusion terms below.

If a Personal Code or identity verification application we submitted is rejected by Companies House due to an error on our part, we will correct and resubmit it at no additional cost.

If you are a consumer in the UK, you normally have the right to cancel a service contract within 14 days of purchase under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Because our service is time-sensitive, by purchasing and asking us to begin you expressly request that we start work during this 14-day period. You acknowledge that once the service has been fully performed you lose the right to cancel, and that if you cancel while work is in progress you must pay a proportionate amount for the work already carried out.

A refund may be unavailable if the service is delayed, rejected, suspended, or cannot be completed for any of the following reasons:

• Client-provided information: the client provided false, inaccurate, fraudulent, or incomplete information or documentation.
• Existing verification or code: the client already holds a relevant verified identity record or Personal Code.
• Failure to respond: the client fails to respond to enquiries from us, Companies House, or verification providers within a reasonable timeframe.
• Failure to provide documents: the client fails to provide the supporting documents required for the service.

Cancellation before work begins: you may cancel your order for a full refund before we have begun reviewing your information or preparing your service file.

Cancellation after work begins: if we have started reviewing documents, preparing verification materials, or advising on your filing route, a partial refund may be issued reflecting the work already performed.

Cancellation after submission: no refund can be issued once the requested ACSP support, verification workflow, or filing assistance has been submitted or substantially completed.

We may provide estimated internal review and preparation timeframes. Companies House, identity verification providers, and third-party platforms are outside our control. External delays do not automatically qualify for a refund.

To request a refund, contact us with your order details and a short explanation of the issue. We will review the work already performed and respond with the applicable refund outcome.

For any questions regarding our service or this policy, please contact HELPAYMENTS LTD (VerifyDirector) at support@verifydirectors.com.