Terms of Service – Refund Resolution

These Terms of Service (“ToS”) outline the specific conditions under which Refund Resolution (“we,” “us,” or “our”) provides its refund resolution services to you (“you” or “the Client”). By engaging our Services, you agree to be bound by these ToS, in addition to our Privacy Policy and Terms of Use.

Please read these ToS carefully before submitting a claim or otherwise engaging our Services.

1. Scope of Services

Refund Resolution offers professional assistance in pursuing refunds for a defined range of consumer and business disputes within the United Kingdom. Our Services primarily include:

  • Claim Assessment: Evaluating the viability and strength of your refund claim based on information and documentation you provide.
  • Documentation Gathering (as guided): Advising you on necessary evidence and documentation required to support your claim.
  • Communication & Negotiation: Acting as your authorised representative to communicate and negotiate with the relevant third-party company (the “Opposing Party”) to secure a refund on your behalf.
  • Case Management: Systematically managing your claim, including tracking progress, maintaining records, and informing you of developments.
  • Fund Recovery Facilitation: Working to ensure that any successfully recovered refund is processed and returned to you, typically via your original payment method.

Important Note: We are a refund resolution service, not a law firm. We do not provide legal advice, legal representation in court, or engage in activities reserved for regulated legal professionals. Our service focuses on out-of-court dispute resolution and negotiation.

2. Client Responsibilities and Authorisation

By engaging our Services, you agree to:

  • Provide Complete and Accurate Information: You are solely responsible for providing all information and documentation related to your claim that is true, accurate, complete, and not misleading. Any misrepresentation or omission may invalidate your claim or our ability to assist you.
  • Timely Response: Respond promptly to our requests for information, documentation, or clarification. Delays on your part may negatively impact the claim’s progress.
  • Authorisation to Act: You explicitly authorise Refund Resolution to act as your agent and representative for the purpose of pursuing the specific refund claim(s) you submit to us. This authorisation includes, but is not limited to, communicating with the Opposing Party, receiving and reviewing correspondence, and negotiating settlements on your behalf.
  • Exclusive Engagement: You agree not to simultaneously pursue the same refund claim through other third-party channels (e.g., another claims company, a solicitor, or direct legal action) while your claim is active with Refund Resolution, unless we provide explicit written consent. This is crucial to avoid conflicting actions and ensure efficient resolution.
  • Notification of Direct Communication: If the Opposing Party contacts you directly regarding the claim while we are managing it, you must notify us immediately and refrain from engaging in detailed discussions or making agreements without our prior consultation.
  • Acceptance of Settlement: We will present you with any settlement offers received from the Opposing Party. You retain the final decision to accept or reject a settlement offer. If you accept a settlement, our fees will become due as per the Service Agreement.
  • Notification of Refund Receipt: You must notify us immediately upon receiving any refund or compensation related to your claim, regardless of whether it was received directly or via our efforts.

3. Our Commitment

Refund Resolution commits to:

  • Diligence: We will exercise reasonable care, skill, and diligence in pursuing your refund claim.
  • Transparency: We will keep you informed of the progress of your claim and any significant developments.
  • Confidentiality: We will treat all information you provide with strict confidentiality, subject to the terms of our Privacy Policy and the necessity of sharing information with the Opposing Party to pursue your claim.
  • Expertise: Our team comprises experienced professionals with knowledge relevant to consumer rights and dispute resolution.

No Guarantee of Success: While we strive for the best possible outcome, we cannot guarantee the successful recovery of a refund. The outcome of any claim depends on various factors, including the merits of the case, the Opposing Party’s policies, and external circumstances.

4. Fee Structure and Payment Terms

  • Service Agreement: Prior to commencing work, you will enter into a separate Service Agreement with Refund Resolution, which will clearly detail the specific fee structure applicable to your claim. This may include a “No Win, No Fee” arrangement where our fee is a pre-agreed percentage of the successfully recovered refund.
  • Payment Trigger: Fees become due and payable only upon the successful recovery of funds for your claim, as specified in your Service Agreement.
  • Invoicing: We will issue an invoice for our services upon successful recovery of the refund.
  • Payment Methods: Accepted payment methods will be detailed in your Service Agreement.
  • Non-payment: Failure to pay agreed-upon fees within the stipulated timeframe may result in us pursuing legal action to recover outstanding amounts, and you may be liable for any associated recovery costs.

5. Termination of Service

5.1 Termination by Client: You may terminate our Services at any time by providing written notice to us. However, if you terminate the Services after we have successfully recovered a refund, or if you terminate the Services without reasonable cause and we have already invested significant time and resources into your claim, specific terms regarding fees or partial fees may apply as outlined in your Service Agreement.

5.2 Termination by Refund Resolution: We reserve the right to terminate our Services for your claim at any time, with reasonable notice, if:

  • You breach any of these ToS or the Service Agreement.
  • You provide false, inaccurate, or misleading information.
  • You fail to cooperate with us in a timely manner.
  • We determine, in our sole discretion, that your claim lacks merit or is no longer viable.
  • Continuing to pursue the claim would be unlawful or unethical.

In the event of termination by Refund Resolution due to your breach or non-cooperation, any fees already incurred or owed for services rendered up to that point may become immediately due and payable, as specified in your Service Agreement.

6. Limitation of Liability and Indemnification

These ToS are to be read in conjunction with our general Terms of Use, which contain important provisions regarding limitation of liability and indemnification. You acknowledge and agree that our liability is limited as set out in the Terms of Use.

7. Data Protection and Privacy

Your personal data will be processed in accordance with our Privacy Policy. By using our Services, you consent to such processing and warrant that all data provided by you is accurate.

8. Governing Law and Jurisdiction

These Terms of Service shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising under these ToS shall be subject to the exclusive jurisdiction of the courts of England and Wales.

9. Amendments to Terms of Service

We may revise these Terms of Service from time to time. The most current version will always be posted on our Website. We will notify you of any material changes by posting an updated version and updating the “Effective Date.” Your continued use of our Services after such changes constitutes your acceptance of the new ToS.