Refund policy

This policy sets out when fees may be refunded. It applies alongside your signed engagement letter and our terms of service. If the engagement letter is stricter or more specific on refunds or milestones, the engagement letter prevails for that engagement.

1. General rule

Except as expressly stated below, no refund of fees already paid shall be made once work has been accepted and, where applicable, the engagement has commenced.

2. Refunds when we miss committed timelines

We will issue a refund only if we fail to provide the agreed services within the timelines we have promised in writing for your matter—typically in the engagement letter or a written schedule we confirm to you.

Delays caused by you (for example incomplete information, late approvals, unavailable signatories), by government or registry systems, by force majeure, or by third parties outside our reasonable control are not treated as our failure to meet promised timelines for the purpose of this policy.

3. Partial delivery — pro-rata refund only

Where we have partially delivered the agreed scope before a refund situation arises under section 2, any refund will be pro-rata—calculated fairly against the portion of the agreed deliverables or milestones not completed due to our failure to meet the promised timelines. Fees attributable to work already completed or government / statutory charges paid or incurred on your behalf (at actuals, where applicable) are not refundable.

4. All other situations — no refund

In any case not covered by section 2 (including change of mind, internal reorganisation, engagement terminated by you for convenience, or circumstances where we are not in breach of a promised timeline), no refund shall be made.

5. Discretionary case-by-case refunds

Notwithstanding the above, we may, solely at our discretion, consider a partial refund on a case-by-case basis where we deem it fair and commercially reasonable. Any such discretionary refund—if offered—is subject to a minimum deduction of 40% from the fees otherwise under discussion (i.e. we retain at least 40% as a minimum towards work, coordination, and administrative costs, unless we specify a higher retention in writing). No discretionary refund is guaranteed, and email or verbal discussions do not create an obligation until we confirm a refund in writing.

6. How to request a review

Write to the compliance desk through the contact channel stated in your engagement letter or via our contact page, with your engagement reference, fee receipts, and a short factual timeline. We will respond within a reasonable period.