Refund policy
You should not pay for work that cannot be done, or for a report that does not do what we said it would. This page sets out exactly when you are not charged and when you get your money back.
Single reports
- If the evidence is not there. We check a firm before we agree to cover it. If a finished report still cannot reach our published evidence threshold, you are not charged, and you receive what we found anyway. If you paid in advance, we refund you in full.
- If we are late. If we miss the delivery date we confirmed with you and you no longer want the report, tell us before it is delivered and we cancel it with a full refund.
- If you cancel before we start. Full refund.
- If you cancel after we start. We have usually done most of the work by then, so we deliver the report and charge for it. If you ask, we will look at what can fairly be refunded.
- If a finding is wrong. If a finding does not match the source it quotes, tell us within 30 days of delivery. We correct it within two working days and publish the correction. If the error means the report cannot be relied on for its purpose and we cannot fix it, we refund you in full.
Monitoring
- You can cancel at any time with one month’s notice. You pay for the notice month and nothing after it.
- We do not refund part-months, except where we fail to provide the service. If we miss a monthly refresh or a change alert, tell us and we credit or refund that month.
- If a firm you monitor stops publishing enough evidence for its report to meet our threshold, we tell you, and you can swap in another firm at no charge.
Safeguarding due-diligence files
- If it is not useful, you do not pay. Tell us within 14 days of delivery and we refund that file in full, or cancel the invoice.
- If we cannot complete it to our published standard for the institution you chose, we tell you and refund you in full.
- If we are late. If we miss the delivery date and you no longer want the file, tell us before it is delivered and we cancel it with a full refund.
- If we miss a change alert, tell us and we extend your file’s alerts by three months at no charge.
Platform due-diligence files
- If it is not useful, you do not pay. Tell us within 14 days of delivery and we refund the £149 in full, or cancel the invoice.
- If we miss a quarterly refresh or a change alert, tell us and we extend your file by three months at no charge.
How to ask
Email info@veracentintelligence.co.uk with the firm the report was about and what went wrong. We reply within one working day. Refunds go back to the card or account you paid from within 14 days of our agreeing them.
Anything agreed in writing
If we have agreed something more generous with you in writing, such as a founding-client guarantee, that applies as well. This policy forms part of our terms of service.