Refunds & Cancellation

Your statutory cancellation right

Because you buy from us online, you normally have a legal right to cancel within 14 days of entering the contract, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You do not need to give a reason.

How this interacts with starting work

Our service is usually started quickly, often inside that 14-day window. We will begin during the cancellation period only if you expressly ask us to do so at checkout. If you then cancel before the service is complete, we may charge a proportionate amount for the work supplied up to the time you tell us you are cancelling.

In practice:

• You cancel before we begin work: you receive a full refund.
• You cancel after we have begun but before the service is complete: you receive a refund less a proportionate amount for the work supplied up to cancellation.
• The service is fully performed inside the 14 days: your statutory cancellation right ends only if you expressly asked us to start early and acknowledged that you would lose that right on full performance.

If you did not expressly ask us to start during the cancellation period, or we did not give you the required cancellation information before the contract was made, you will not be charged for work supplied during that period. Submitting a correction is not, by itself, treated as the loss of your cancellation right where monitoring or follow-up work remains.

If the correction is not accepted

One payment. No repeat fees. We’ll continue making reasonable correction attempts until your legitimate address is recognised, provided Google continues to offer a correction process and you provide any evidence we reasonably need.

A rejection by Google is not, by itself, a failure of our service - the service you paid for is the preparation, submission, monitoring and follow-up, and we continue that work at no additional cost. We are open about this before you pay precisely so it is not a surprise afterwards.

If we cannot help

If, having looked at your case, we conclude there is no reasonable correction we can pursue, we will tell you and refund you in full. We would rather do that than take money for work that cannot achieve anything.

If something goes wrong on our side

Under the Consumer Rights Act 2015, our service must be provided with reasonable care and skill. If it is not, you are entitled to ask us to put it right, and to a price reduction where we cannot. Nothing on this page limits those rights.

What we will never say

We do not operate a blanket “no refunds under any circumstances” policy. Such a term would not be enforceable against a consumer in the UK, and we would not want it in any case.

How to cancel or request a refund

Email info@addressclerk.com or use our contact form. Any clear statement that you want to cancel is enough. Include the address the case relates to so we can identify it. We will return any refund due using the same payment method, without undue delay and no later than 14 days after you tell us you are cancelling, unless you expressly agree otherwise. You will not be charged a refund fee.

Model cancellation wording

You may copy and send the following wording, but you do not have to use it:

To Arnold Kocsis trading as AddressClerk, 8 Rattley Road, Banbury, OX16 9GH, United Kingdom, info@addressclerk.com: I give notice that I cancel my contract for the AddressClerk address correction service, ordered on [date]. My name is [name] and the address connected with the case is [address]. Date: [date].

If you send this on paper, add your signature. If you email it or use the contact form, no signature is needed.