Legal Document · Refund Policy

Refund & Cancellation Policy — Transparent, Fair & Clear

This policy governs all refund and cancellation requests for ISO certification, audit, documentation, and related services purchased from London Cert Ltd. We believe in complete transparency — every scenario, condition, and timeline is documented here so you always know where you stand.

Last Updated: 1 January 2025

Governing Law: England & Wales

Version: 2.1

Queries: info@londoncert.co.uk

Contents — Jump to Section

1Overview & Scope
2Refund Eligibility
3Refund Schedule by Stage
4Non-Refundable Items
5How to Request a Refund
6Processing Timeline
7Cancellation Policy
8Audit Postponement
9Force Majeure
10Disputes & Escalation
11Special Circumstances
12Refund FAQ

Full refund available pre-documentationPartial refund up to Stage 1 audit7–14 working day processingGoverned by UK Consumer LawFree audit rescheduling within 30 days

Last updated: 1 January 2025

1Overview & Scope

This Refund and Cancellation Policy ("Policy") applies to all services provided by London Cert Ltd, a company registered in England and Wales ("London Cert", "we", "us", or "our"). It governs refund and cancellation rights for:

ISO certification services (all standards: ISO 9001, ISO 14001, ISO 27001, ISO 45001, ISO 22000, ISO 13485, ISO 22301, ISO 50001, ISO 20000-1, and all others)
Audit services — Stage 1 (document review) and Stage 2 (implementation audit)
Documentation preparation and management system documentation packages
Surveillance audit fees and recertification audit fees
ESG certification and cybersecurity assessment services
Any other professional services purchased directly from London Cert Ltd

This Policy is incorporated into and forms part of our Terms & Conditions. By engaging London Cert for any service and making any payment, you confirm that you have read, understood, and agree to this Policy.

Our commitment to fairness: ISO certification is a professional service with significant human and organisational resource costs. Our refund policy is designed to be fair to both clients and to our business — recognising that work begins the moment an engagement is confirmed, and that costs are incurred progressively through the certification process.

Who This Policy Applies To

This Policy applies to all clients — individuals, sole traders, partnerships, private limited companies, public companies, government entities, NGOs, and any other legal entity — who have engaged London Cert Ltd for any paid service. It applies to clients in India, the United Kingdom, and all other countries where London Cert operates.

Scenario	Stage / Trigger	Refund	Processing Time
Cancellation before documentation starts	Within 48 hrs of payment	90% Refund	7–10 working days
Cancellation — documentation 1–50% complete	Documentation in progress	50–70% Refund	10–14 working days
Cancellation — documentation 51–100% complete	Docs delivered, no audit	25–45% Refund	10–14 working days
Cancellation post Stage 1 audit, pre Stage 2

Item	Reason Non-Refundable
Stage 1 Audit Fee	The service (document review audit) has been delivered. Auditor time, preparation, and reporting are irrecoverably consumed.
Stage 2 Audit Fee	The service (implementation audit, interviews, reporting) has been delivered. Non-refundable once audit is conducted.
10% Administrative Fee	Retained on all cancellations to cover account setup, processing, communication, and administrative costs incurred regardless of cancellation timing.
Travel & Accommodation Costs	Where on-site audit has been requested and travel has been booked by London Cert auditors, actual travel and accommodation costs are non-refundable once booked, regardless of cancellation stage.
Documentation Fee (once 100% delivered)	Where the complete documentation package has been delivered, reviewed by the client, and approved — the documentation fee is fully earned and non-refundable.
Courier / Physical Certificate Delivery Fee	Once certificate has been printed and dispatched via courier, all certificate production and delivery costs are non-refundable.
Surveillance Audit (cancelled within 7 days)	Surveillance audits cancelled within 7 calendar days of the scheduled audit date are non-refundable due to irrecoverable auditor allocation and preparation costs.
Re-audit Fees	Fees for re-audits conducted following major non-conformities are fully earned services and are non-refundable regardless of outcome.
Rush / Express Certification Premium	Where an expedited certification timeline was agreed and premium pricing applied, this premium is non-refundable once work has commenced, as resources are committed specifically to the accelerated timeline.

Payment Method	London Cert Processing	Bank Clearing (Est.)	Total (Approx.)
NEFT / IMPS / RTGS (India)	7–10 working days	Same day – 2 days	7–12 working days
UPI (India — GPay, PhonePe, Paytm etc.)	7–10 working days	Instant – 1 day	7–11 working days
Credit / Debit Card	7–14 working days	3–7 business days (bank statement)	10–21 business days
International Bank Transfer (SWIFT)	10–14 working days	3–5 business days	13–19 business days
UK Bank Transfer (BACS/CHAPS/FPS)	7–10 working days	Same day – 2 days	7–12 working days
PayPal / Stripe	5–7 working days	3–5 business days	8–12 business days
Cheque (India / UK)	14 working days (cheque issued)	3–5 business days (clearing)	17–19 business days

London Cert Cancellation Reason	Notice Period	Refund
Client provides false, misleading, or fraudulent information in application	Immediate	No Refund
Client fails to provide cooperation or information required for audit within reasonable timeframe (90 days)	14 days written notice	Partial (based on work done)
Conflict of interest identified post-engagement (London Cert fault)	Immediate	100% Full Refund
London Cert ceases offering a specific ISO standard certification	30 days written notice	100% Full Refund
Client engages in abusive, threatening, or discriminatory conduct toward London Cert staff	Immediate	Case-by-case basis
Non-payment of agreed fees (outstanding balance)	7 days written notice	No Refund of prior payments

Postponement Type	Notice Required	Fee	Maximum Postponements
Stage 1 or Stage 2 Audit rescheduled	72 hours minimum before scheduled audit	No Fee	2 times per engagement
Stage 1 or Stage 2 Audit rescheduled (less than 72 hours notice)	Less than 72 hours	Rescheduling fee applies

Refund & Cancellation Policy — Transparent, Fair & Clear

1Overview & Scope

Who This Policy Applies To

Governing Law & Jurisdiction

2Refund Eligibility — Are You Eligible?

Situations Where You Are Always Eligible for a Full Refund

3Refund Schedule by Certification Stage

Detailed Refund Table

4Non-Refundable Items

5How to Submit a Refund Request

6Refund Processing Timeline

7Cancellation Policy

Client-Initiated Cancellation

London Cert-Initiated Cancellation

Surveillance & Recertification Cancellation

8Audit Postponement (Alternative to Cancellation)

9Force Majeure & Extraordinary Circumstances

Force Majeure Events

Force Majeure Refund Terms

COVID-19 and Pandemic-Specific Provisions

10Disputes & Escalation Process

11Special Circumstances & Exceptions

Death, Serious Illness, or Incapacitation of Key Personnel

Company Insolvency or Liquidation

Group / Multi-Company Engagements

Early Completion Discount

12Refund Policy FAQ

Questions About This Policy?