We strive to make our refund process straightforward, fair and transparent. If you need to request a refund or have any questions about your payment, our customer support team is here to assist.
We understand that circumstances can change, and we will consider refund requests fairly and reasonably, taking into account the circumstances of each request, the stage of the order and any applicable consumer rights.
Refund Requests
We aim to deal with refund requests fairly and reasonably. Where there has been a genuine issue with our service, we will review the circumstances and determine whether a refund or another appropriate resolution can be provided.
Cancellation of Applications
If you decide that you no longer wish to proceed with your DBS application, please contact us as soon as possible.
Where your application has not yet been submitted for processing, you may be eligible for a full refund of the payment made.
Once an application has entered the processing stage, cancellation may no longer be possible and a refund may not be available.
Eligibility for Refunds
If you contact us within 24 hours of placing your order, and we have not completed or submitted your application for processing, we will normally provide a full refund.
We recommend contacting us promptly if you change your mind, as applications can be processed shortly after the required information has been received.
Applications Already in Progress
Once we have begun processing your application, a refund may no longer be available.
However, we understand that circumstances can vary. If you have a particular concern regarding an application that is already in progress, please contact us and we will review the circumstances.
Completed Applications and Issued Certificates
A refund will generally not be available once your DBS application has been fully completed and the DBS certificate has been issued and sent to you.
At this stage, the service you purchased has been completed. However, if you believe there has been an error or problem with the service, please contact us so that we can investigate the matter.
Customer Information Submitted
Customers are responsible for ensuring that all information supplied during the application process is accurate, complete and up to date.
Providing incorrect or incomplete information may affect the processing of an application and may affect eligibility for a refund.
Where an issue arises because incorrect information has been provided, we will consider the circumstances and, where possible, help you determine the appropriate next steps.
Information and Check Type Selection
Customers are responsible for selecting the appropriate type and level of DBS check for their circumstances.
If an incorrect or unsuitable check has been selected, a refund may not be available once the application has been submitted or processing has commenced.
We will nevertheless consider the individual circumstances and provide assistance wherever reasonably possible.
Additional Information and Supporting Documentation
In some cases, we may require additional information, identification or supporting documentation before an application can be completed.
If we request further information, you should provide it as soon as reasonably possible to avoid unnecessary delays.
Where requested information or documentation has not been provided within 30 days, we may close the application as incomplete. If work has already been carried out on the application, this may affect your eligibility for a refund.
If you are experiencing difficulties providing any requested information or documentation, please contact us before the application is closed.
Processing Times and External Delays
DBS applications may involve processing by external organisations and relevant authorities. As a result, processing times can vary and some parts of the process may be outside our direct control.
Although we aim to process applications promptly, a delay does not automatically qualify for a refund where we have correctly received, submitted and processed your application.
If your application has experienced an unusual or significant delay or other issue, please contact us so that we can review the circumstances.
Applications Unable to Be Completed
There may be circumstances where an application cannot be completed because information supplied is incorrect, incomplete, inconsistent or cannot be verified.
In these circumstances, a refund will not normally be due. However, we will consider the circumstances of the individual application and may be able to offer an appropriate resolution where possible.
Processing and Issuing Approved Refunds
Where a refund has been approved, we will arrange for the applicable amount to be returned to you.
Please allow a reasonable period for the refund to reach your original payment method. The time taken may vary depending on your payment provider or financial institution.
Exceptional Circumstances
We recognise that not every situation can be covered by a standard refund policy.
If there are exceptional circumstances surrounding your application, please contact us and explain what has happened. We may, at our discretion, offer a full refund, partial refund, credit or another suitable resolution.
Each request will be considered on a case-by-case basis.
Statutory Consumer Rights
Nothing in this Refund Policy is intended to remove, restrict or otherwise affect any rights or remedies you may have under applicable UK consumer protection legislation.
Where you have a statutory right to cancel, receive a refund, obtain a replacement service or pursue another remedy, that right will continue to apply.
Raising a Complaint or Refund Request
If you are dissatisfied with any aspect of our service, believe something has gone wrong with your application, or would like to request a refund, please contact our customer support team through our website.
Please provide as much relevant information as possible so that we can properly review your circumstances.
We will consider your concerns fairly and aim to provide a reasonable resolution as promptly as possible.
Customer Support
If you have any questions about this Refund Policy or require assistance with an application, please contact our customer support team through our website.
We are committed to providing a professional and reliable service and will always aim to assist customers where we reasonably can.