Refunds and Claims Policy – Refund Resolution

This Refunds and Claims Policy outlines the terms and conditions governing the refund recovery process when you engage the services of Refund Resolution. It explains our commitment to you, your responsibilities, and how we manage the pursuit of your refund claim. This policy should be read in conjunction with our Terms of Use, Terms of Service, and Privacy Policy.

1. Introduction to Our Claims Process

At Refund Resolution, our primary goal is to secure the refund you are rightfully owed. We act as your dedicated advocate, simplifying the often-complex process of reclaiming funds from companies across the UK. This policy details the framework within which we operate to achieve this for our clients.

2. Eligibility for Our Services

To initiate a claim with Refund Resolution, your case must generally meet the following criteria:

  • Legitimate Claim: You must have a genuine basis for a refund claim against a company due to a breach of contract, service failure, misrepresentation, billing error, or other valid consumer or business right.
  • UK Jurisdiction: The claim typically falls under UK consumer protection laws or business regulations, and the company from whom you are seeking a refund operates within or directs its services towards the UK.
  • Documentation: You must be able to provide sufficient supporting documentation and information to substantiate your claim.
  • Exclusivity: While your claim is active with Refund Resolution, you agree not to simultaneously pursue the same refund through other third-party services, legal action, or direct negotiation with the Opposing Party unless explicitly agreed upon with us.
  • No Prior Resolution: You must not have already received a full refund or other satisfactory compensation for the same issue from any source.

We reserve the right to decline any claim at our discretion if we deem it not viable, lacks sufficient evidence, or falls outside our service scope.

3. Your Role as the Client

To ensure the most effective handling of your claim, we require your active cooperation:

  • Provide Accurate and Complete Information: You are responsible for furnishing all necessary information, documentation, and details related to your claim that are accurate, truthful, and complete. Any inaccuracies or omissions could jeopardise your claim.
  • Timely Responses: Respond promptly to all requests from Refund Resolution for further information, documentation, or clarification. Delays can significantly impact the progress and potential success of your claim.
  • Authorisation: By engaging our services, you grant Refund Resolution explicit authorisation to communicate, negotiate, and act on your behalf with the company against whom the claim is made (the “Opposing Party”).
  • Direct Contact Notification: Should the Opposing Party contact you directly regarding your claim, you must inform us immediately and refrain from engaging in detailed discussions or making any agreements without our prior consultation.
  • Acceptance of Settlement: You retain the final decision on whether to accept any settlement offer presented by the Opposing Party. We will advise you on the merits of any offer, but the ultimate decision rests with you.
  • Notification of Refund Receipt: You must promptly notify Refund Resolution as soon as you receive any refund or compensation related to your claim, regardless of how or by whom it was paid.

4. Refund Resolution’s Commitment

We commit to the following principles when handling your claim:

  • Diligence and Expertise: We will apply our expertise and diligence to assess, pursue, and negotiate your claim effectively.
  • Transparency: We will keep you informed of significant developments and the overall progress of your claim.
  • Confidentiality: All information you provide will be handled with strict confidentiality in accordance with our Privacy Policy.
  • Professional Conduct: We will conduct all communications and negotiations with the Opposing Party in a professional and ethical manner.
  • No Guarantee: While we strive for successful outcomes, we cannot guarantee that every claim will result in a refund. The final decision rests with the Opposing Party, and various factors outside our control can influence the outcome.

5. Our Fees and Payments

  • “No Win, No Fee” Principle: In most cases, Refund Resolution operates on a “No Win, No Fee” basis. This means you will only pay our fee if we successfully recover a refund or compensation for you.
  • Fee Calculation: Our fee will be a pre-agreed percentage of the total refund amount successfully recovered. This percentage will be clearly stipulated in your individual Service Agreement before any work commences.
  • Payment Trigger: Our fee becomes due and payable immediately upon your receipt of the refund or compensation related to your claim.
  • Invoicing: An invoice for our services will be issued to you upon successful resolution and receipt of the refund.
  • No Upfront Costs: There are no upfront fees or hidden charges for initiating a claim with us under the “No Win, No Fee” arrangement.

6. Refund Payouts to You

  • Original Payment Method: Whenever possible, refunds secured will be directed back to your original payment method (e.g., credit card, bank account) by the Opposing Party.
  • Direct Receipt: Refunds are typically paid directly to you by the Opposing Party. You are responsible for notifying us immediately upon receipt of any such funds.
  • Our Fee Deduction: Once you confirm receipt of the refund, our agreed-upon fee will become due.

7. Withdrawal of Your Claim

  • Client Initiated Withdrawal: You have the right to withdraw your claim from our Services at any time by providing us with written notice.
  • Fees Upon Withdrawal:
    • If you withdraw your claim before a refund or settlement has been offered or obtained, generally no fee will be charged, provided the withdrawal is not made in bad faith or to avoid payment of fees already due (e.g., if a refund was secretly received directly).
    • If you withdraw your claim after a refund or settlement has been secured or offered as a direct result of our efforts, our agreed-upon fee may still be payable.
    • Specific terms regarding withdrawal will be detailed in your Service Agreement.

8. Complaints Regarding Our Service

We strive to provide excellent service. If you are dissatisfied with any aspect of Refund Resolution’s service, please follow our internal complaints procedure:

  1. Initial Contact: Please contact our customer support team , clearly outlining your concerns.
  2. Review: Your complaint will be reviewed by a senior member of our team.
  3. Resolution: We aim to acknowledge your complaint within 3 working days and provide a full response or update on our investigation within 10 working days.

If you remain dissatisfied after our internal process, you may have the right to refer your complaint to an independent Alternative Dispute Resolution (ADR) scheme, if applicable to our services. We will provide you with information about relevant ADR schemes if your complaint cannot be resolved internally.

9. General Disclaimers

  • This policy does not create a legal partnership or agency relationship beyond the scope explicitly defined in your Service Agreement.
  • We reserve the right to amend this policy at any time. The most current version will always be available on our Website.

If you have any questions about this Refunds and Claims Policy, please do not hesitate to contact us.