Refund & Service Policy

This service is supplied by HELPAYMENTS LTD, trading as VerifyDirector. You can contact us at support@verifydirectors.com.

This policy applies to one-time Standard, Express, and any separately described VerifyDirector Companies House identity-verification or Personal Code support service.

The package description and total shown at checkout apply to the order. A service target is not a guarantee that Companies House or a third-party provider will complete its process by a particular date.

Work begins when we first perform any substantive service activity, including:

• Reviewing an order, application record, document, Stripe Identity result, or supporting information.
• Creating, retrieving, or administering a paid identity-verification session or ACSP service file.
• Requesting missing evidence, correcting submitted details, carrying out compliance checks, or providing case-specific advice.
• Preparing, making, or submitting an ACSP verification decision or contacting Companies House about the application.

Automated acknowledgement, payment processing, or delivery of a blank application link alone does not necessarily mean trained ACSP review has begun, but a third-party verification cost may already have been incurred once a verification session is used or processed.

You may cancel for a full refund before work begins. Contact support@verifydirectors.com promptly with the payment email, order details, and the request to cancel.

A UK consumer purchasing online normally has 14 days from the date of the service contract to cancel without giving a reason, subject to the rules for early performance and completed services.

By asking us to begin during that period, you expressly request early performance. If you cancel after work begins but before completion, we may deduct a proportionate amount for work performed and irrecoverable third-party costs. Once the service has been fully performed after your request for early performance, the statutory cancellation right may be lost. Nothing in this policy removes a mandatory consumer remedy.

If you cancel after work begins, any refund reflects the remaining unperformed service, staff work already carried out, and reasonable third-party costs already incurred. We will explain the calculation where a deduction is made.

No refund is normally available after a positive verification statement has been submitted, after the contracted service has been substantially completed, or after Companies House has accepted the submitted verification, except where a mandatory legal remedy applies.

Stripe Identity and other providers may charge or create an irrecoverable cost once a check is initiated, used, or processed. That cost may be deducted from a refund where permitted by law and where it was incurred for the requested service.

A failed, incomplete, expired, or inconclusive automated check does not automatically entitle the customer to a full refund where provider processing and ACSP review have already occurred. We will first consider whether reasonable rework, another evidence route, or an eligible resubmission can complete the same application.

A full refund may be unavailable where delay, refusal, suspension, or inability to complete the service results from:

• False, forged, altered, stolen, inconsistent, inaccurate, incomplete, or out-of-date information or evidence.
• Failure to complete Stripe Identity, provide acceptable evidence, respond to a reasonable request, or correct a mismatch.
• The applicant already holds a Personal Code or verification record that makes the purchased service unnecessary.
• An unsupported document, country, applicant, verification route, or technical device after work has begun, where the limitation was not reasonably apparent before review.
• A sanctions, PEP, fraud, AML/KYC, source-of-funds, or enhanced-due-diligence issue that prevents us from lawfully continuing.
• A separate company filing, director appointment, PSC filing, incorporation, deadline, or service not included in the order.

We will not retain more than the fee paid for the affected service, and any refund decision remains subject to statutory rights and the work actually performed.

For the same compliant application, we do not charge another service fee to correct an error caused by us or to provide reasonable follow-up where Companies House asks for an eligible resubmission or the Personal Code email does not arrive.

Rework does not cover a different person, a new application, changed circumstances, replacement evidence outside the original scope, another company filing, or a new service requested after completion.

If we cannot provide the material part of the purchased service because of our error and reasonable rework cannot resolve it, we will provide an appropriate refund, subject to any part of the service already properly delivered.

Companies House controls acceptance, processing, correction, Personal Code issuance, and email delivery. Stripe, application and document- management services, email networks, and other providers control their systems. An external delay does not by itself create a refund right where we have performed the purchased service correctly.

If an external outage prevents us from performing a material part of the service for an unreasonable period, you may contact us for a case- specific remedy.

Contact us promptly if you paid twice or discover that the applicant already has a Personal Code. A duplicate payment will be refunded once confirmed. For an unnecessary order, the refund depends on whether work or third-party processing had already begun before we were told.

Approved refunds are normally returned to the original payment method. We will initiate the refund within a reasonable period after approval; the card issuer or payment provider controls when the credit appears. We may require information reasonably needed to identify the payment and prevent fraud.

Please contact us before opening a chargeback so we can investigate and, where appropriate, refund or correct the service. A chargeback does not remove payment obligations for work properly performed and may require us to provide the payment provider with order, delivery, communication, and verification-status evidence.

Email support@verifydirectors.com with the payment email, applicant name, order date, reason for the request, and preferred outcome. Do not send new identity documents unless we ask you to use an approved channel.

This policy must be read with our Terms of Service.