This Service Cancellation Policy explains how cancellation requests are handled for verification, review and consultation services provided by ORSA VERIFY LIMITED.
We recognise that circumstances can change after a service has been arranged. This policy explains the applicable cancellation period, how a cancellation request can be made, what happens when work has already started, and how eligible refunds are handled.
The applicable position depends on when the cancellation is requested and whether service delivery has already started.
Where the statutory cancellation right applies to a distance or off-premises service contract, the usual period is 14 days from the day the contract is entered into.
If service delivery is requested before the 14-day period ends, the request should be expressly made before work begins.
Where an early-start service is cancelled after work has begun, the position may reflect the part of the service already supplied.
Where a refund is due, it is processed without undue delay and within the applicable statutory timeframe.
This policy applies to verification, information review, document review, consultation, due diligence-related review and related professional support services supplied by ORSA VERIFY LIMITED.
It should be read together with our Terms & Conditions and Service Delivery Policy.
Where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply and a statutory cancellation right exists, a consumer normally has 14 days after the day on which the service contract is entered into to cancel without giving a reason.
The cancellation period applies to qualifying distance and off-premises contracts. It does not automatically apply in the same way to every type of contract or every circumstance.
A cancellation request should clearly state that you wish to cancel the relevant service. No particular wording is required.
Requests may be sent using the contact details published on this website. Please include enough information for us to identify the service and the person who arranged it.
If a qualifying service contract is cancelled before service delivery begins, and no statutory or contractual exception applies, the relevant amount paid for the cancelled service will normally be returned in accordance with the applicable cancellation rules.
The timing of any refund will follow the applicable legal requirements described below.
A consumer may request that service delivery begins before the end of the usual 14-day cancellation period where the law permits this arrangement.
An express request should be made before the service begins. Where required, the relevant acknowledgement concerning the effect of full service completion on the cancellation right will also be obtained.
If a consumer has expressly requested an early start and then cancels during the applicable cancellation period, the amount relating to service already supplied may be calculated proportionately to the work completed up to the time the cancellation request is received.
The calculation will be based on the agreed service scope and the portion of that scope already delivered, subject to the consumer protections applicable to the contract.
For services that are fully performed during the statutory cancellation period following an express request for early performance, the statutory cancellation right may end once the service has been fully performed, where the applicable legal requirements have been satisfied.
Any required acknowledgement concerning completion and the cancellation right will be handled as part of the service arrangement.
Once the applicable statutory cancellation period has ended, cancellation is handled according to the contract terms and any other legal rights that may apply.
Where a service has already been partly or substantially delivered, the position will take account of the service actually supplied and the circumstances of the cancellation. Terms governing early termination will be applied fairly and consistently.
Where a refund is due following a valid cancellation, ORSA VERIFY LIMITED will process the refund without undue delay and, where the statutory refund rules apply, no later than 14 days from the relevant cancellation event.
Where the service was started at the consumer’s express request during the cancellation period, any amount properly attributable to service already supplied may be taken into account where permitted by law.
Where a refund is required under the applicable statutory rules, it will normally be made using the same method used for the original transaction, unless an alternative method has been expressly agreed.
No separate fee will be imposed solely for processing a statutory refund.
Some ORSA VERIFY services may include written review summaries, electronically supplied documents, consultation notes or action plans.
Receiving a document electronically does not by itself remove any statutory cancellation right. The effect of cancellation depends on the service contract, the timing of delivery, any express early-start request and the applicable legal requirements.
We may need to verify the relevant service arrangement before processing a cancellation or refund. This helps ensure that the request is applied to the correct service and that any refund calculation is accurate.
We may therefore ask for the name used when arranging the service, relevant correspondence, service details or other reasonable identifying information.
In some circumstances, a client may prefer to clarify or adjust the scope of a service rather than cancel it.
Any change to the agreed scope will be considered separately and will depend on whether the requested change can reasonably be accommodated without altering the nature of the original service.
If you are unsure whether a cancellation period applies, whether service delivery has begun, or how a particular cancellation request will be handled, please contact us before taking further action.
We will review the circumstances of the relevant service and explain the applicable process clearly.
Where an eligible cancellation occurs after an expressly requested early service start, the applicable rules can require the value of the service already supplied to be considered on a proportionate basis. This avoids treating every cancellation in the same way regardless of how much work has already been completed.
We record the cancellation request and identify the relevant service, contract and delivery status.
We establish whether work has started, what has been supplied and which cancellation provisions apply.
Where a refund is due, the applicable amount is processed using the relevant refund method and timeframe.
Send a clear cancellation request with the service details available to you. We will review the request and respond with the applicable next steps.
For general questions about cancellation, you can also contact us before submitting your request.
This policy is intended to explain the cancellation process in practical terms and should be read together with the Terms & Conditions and Service Delivery Policy of ORSA VERIFY LIMITED.
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