Refund Policy

1. Principles

We charge for professional time, expertise and third-party costs. Refunds are assessed against the work actually performed and the disbursements actually incurred, and are settled fairly and promptly. This policy applies alongside your statutory rights, which it does not limit.

2. Cooling-off period for consumers

Where you contract as a consumer, you have 14 days to cancel a distance contract. If you asked us to begin work within that period, we may charge for the proportion of the service already supplied. Once the service has been fully performed with your express consent, the cancellation right ends.

3. Before work begins

If you cancel before your assigned consultant has started work, any captured amount is refunded in full. Where compliance clearance is required before capture and your case is declined, no amount is captured.

4. After work begins

Once work has started, refunds are calculated pro rata against the milestones completed and recorded on your file, with any completed milestone treated as delivered. Third-party disbursements already incurred — government and filing fees, partner firm charges, verification provider fees, translation and courier costs — are non-refundable.

5. Retainers and subscriptions

Retainer engagements may be cancelled at any time and end at the close of the current billing period. Part-periods are not pro-rated unless agreed in writing. Unused hours in a retainer period do not roll over and are not refundable unless the engagement letter says otherwise.

6. Failed or incomplete onboarding

If we cannot complete client acceptance or onboarding checks, we will not proceed and any captured fee is returned in full, less any verification provider fee disclosed at checkout. Where a refund is withheld or limited because of a legal restriction, we will say so to the extent the law allows.

7. Where a refund is not available

Refunds are not available for a completed deliverable that is simply not the outcome you hoped for, for decisions taken by a third party such as an authority, court or bank, for delays caused by information you did not provide, or where you have breached these terms.

8. Service quality concerns

If you believe a deliverable falls short of the agreed scope or professional standard, raise it with your engagement lead within 30 days. We will first seek to remedy the work at no additional cost; where remediation is not appropriate, a partial or full refund may be agreed.

9. How to request a refund

Email billing@integrox.com or raise the request from your dashboard, quoting your order reference and the reason. We acknowledge within two business days, decide within ten business days, and settle approved refunds to the original payment method within ten business days of approval. Refunds are authorised by an administrator and recorded in the audit trail.

10. Chargebacks and disputes

Please contact us before raising a chargeback so we can resolve the matter directly. Where a chargeback is raised, we will provide the engagement record and correspondence to the payment provider. Unresolved disputes follow the complaints and dispute process in our Terms of Service.