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.
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.
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.
Governing Law & Jurisdiction
This Policy is governed by the laws of England and Wales. Disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales, without prejudice to any mandatory consumer protection rights available in the client's country of residence. Clients based in India may additionally have rights under the Consumer Protection Act 2019 (India), which are not diminished by this Policy.
2Refund Eligibility — Are You Eligible?
Refund eligibility depends on the stage of service delivery at the time the refund request is received. The ISO certification process has four key stages, each representing progressively completed work. Your refund entitlement reduces as the service progresses.
Before documentation starts — Full refund minus 10% admin fee available
During documentation — Partial refund based on % of docs completed
Post Stage 1, pre Stage 2 — Limited partial refund (doc fees only, no audit)
After Stage 2 audit conducted — No refund applicable, service delivered
London Cert fault or non-delivery — Full 100% refund always applicable
Duplicate payment — 100% refund of the duplicate amount
Situations Where You Are Always Eligible for a Full Refund
Regardless of the stage of service delivery, a full refund of all fees paid will be issued in the following circumstances:
- London Cert is unable to deliver the certification service due to reasons attributable solely to London Cert Ltd (e.g., insufficient qualified auditors, loss of accreditation for a specific standard)
- A duplicate payment has been made by the client for the same service
- An incorrect fee was charged by London Cert that materially exceeds the agreed quote
- London Cert accepts the engagement and then determines within 5 working days that it has a conflict of interest that prevents certification
- The service purchased is fundamentally different from what was described at the point of sale (material misrepresentation by London Cert)
3Refund Schedule by Certification Stage
The following schedule defines refund entitlements based on the stage reached at the time a refund request is submitted. All timelines are from the date of confirmed payment receipt.
The engagement has been confirmed and payment received, but no documentation preparation work has commenced. This window is typically 24–48 hours after payment confirmation, unless documentation work is expedited at client request.
Our team has commenced preparation of your EMS/QMS/ISMS documentation. Up to half the documentation package has been drafted and shared with you for review. Refund is calculated as total fees paid minus the value of work completed, minus a 15% administrative handling fee.
More than half the documentation package has been completed and delivered to you. Significant professional time has been invested. A partial refund is available covering the undelivered portion of documentation and the full audit fee not yet used.
The Stage 1 document review audit has been conducted. The audit service has been partially delivered. Only a very limited partial refund may apply — representing the unused Stage 2 audit fee, subject to review. Documentation fees are fully non-refundable at this point.
The implementation audit has been conducted. The core certification service has been fully delivered. No refund is available at this stage. The certification outcome (pass/additional evidence required/conditional certification) does not affect the non-refundable status once the audit is complete.
The ISO certificate has been issued and delivered (digitally and/or by courier). The service is completely fulfilled. No refund is available. Surveillance audit fees paid in advance for future years are governed by Section 7 (Cancellation Policy) below.
Detailed Refund Table
The following table provides a consolidated reference for refund entitlements across all scenarios:
| 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 | S1 complete, S2 not started | Up to 20% | 14 working days |
| Cancellation after Stage 2 audit conducted | Audit delivered | No Refund | — |
| Certificate issued and delivered | Service complete | No Refund | — |
| London Cert unable to deliver (our fault) | Any stage | 100% Full Refund | 7–14 working days |
| Duplicate payment by client | Any stage | 100% of duplicate | 5–7 working days |
| Incorrect/excess fee charged by London Cert | Any stage | Full excess refunded | 5–7 working days |
| Surveillance audit — cancelled 30+ days prior | Annual surveillance | 85% Refund | 10 working days |
| Surveillance audit — cancelled 8–29 days prior | Annual surveillance | 50% Refund | 10 working days |
| Surveillance audit — cancelled 0–7 days prior | Annual surveillance | No Refund | — |
| Client fails audit due to own non-conformities | Post Stage 2 | No Refund | — |
| Client provides false information at application | Any stage | No Refund | — |
4Non-Refundable Items
The following fees and charges are non-refundable under all circumstances, except in cases of London Cert fault or duplicate payment as described in Section 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. |
5How to Submit a Refund Request
All refund requests must be submitted in writing. Verbal requests made by telephone or in person are not accepted as formal refund requests but may be followed by a written submission.
- 1Submit Written Request
Email your refund request to refunds@londoncert.co.uk or info@londoncert.co.uk with the subject line: "Refund Request — [Your Company Name] — [Certificate/Invoice Number]". Clearly state the reason for your refund request.
- 2Include Required Information
Your email must include: (a) Full name and company name; (b) Invoice number or payment reference; (c) Date of payment; (d) Amount paid; (e) Standard for which certification was engaged; (f) Reason for cancellation or refund request; (g) Bank account details for refund (account name, account number, IFSC code for India; IBAN/Sort Code for UK; or original payment method reference).
- 3Acknowledgement Within 2 Working Days
London Cert will acknowledge your refund request within 2 working days by email. We will confirm receipt, assign a reference number, and indicate the expected response timeline.
- 4Assessment & Decision Within 7 Working Days
Our accounts and operations team will assess your request against this Policy. For partial refund requests, we will prepare a work-completion statement showing hours and deliverables completed. We will communicate our decision and the calculated refund amount (if any) within 7 working days of the formal request.
- 5Refund Processed (If Approved)
If your refund request is approved, the refund will be processed to your original payment method or the bank account provided. Processing timelines are detailed in Section 6 below. You will receive email confirmation when the refund is initiated.
- 6If Your Request Is Declined
If your refund request is declined (fully or partially), we will provide a written explanation referencing the specific clause of this Policy that applies. You have the right to escalate to our Dispute Resolution process as described in Section 10.
6Refund Processing Timeline
Once a refund request is approved, London Cert processes the refund within the following timelines. These are our processing timelines — your bank's clearing time is separate and beyond our control.
| 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 |
7Cancellation Policy
Client-Initiated Cancellation
You may cancel your engagement with London Cert at any time by submitting a written cancellation notice to info@londoncert.co.uk. Cancellation takes effect from the date the written notice is received and acknowledged by London Cert. Refund entitlement is determined by the stage of service delivery as described in Section 3.
London Cert-Initiated Cancellation
London Cert reserves the right to cancel an engagement under the following circumstances, with the corresponding refund terms:
| 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 |
Surveillance & Recertification Cancellation
Where annual surveillance audit fees or recertification audit fees have been paid in advance, the following cancellation terms apply specifically:
- Cancellation 30+ calendar days before scheduled audit date: 85% refund of the surveillance/recertification fee. 15% retained to cover scheduling and administrative costs.
- Cancellation 8–29 calendar days before scheduled audit date: 50% refund. Auditor allocation and preparation work is already underway at this point.
- Cancellation within 7 calendar days of scheduled audit date: No refund. The auditor has been allocated, travel may be booked, and the audit slot cannot be reallocated at short notice.
- Certificate voluntary withdrawal: Where a client chooses to voluntarily withdraw their ISO certificate during the 3-year cycle, no refund of any previously paid certification, surveillance, or annual maintenance fees is available.
8Audit Postponement (Alternative to Cancellation)
Before cancelling, clients are encouraged to consider audit postponement. London Cert offers flexible rescheduling that preserves your engagement and incurs no additional fees under the following conditions:
| 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 | Subject to auditor availability |
| Annual Surveillance Audit rescheduled (30+ days notice) | 30+ days | No Fee | 1 time per surveillance year |
| Annual Surveillance Audit rescheduled (8–29 days notice) | 8–29 days | Administrative fee | Subject to availability |
| Engagement pause (documentation hold) | Written notice | No Fee for up to 60 days | Once per engagement |
9Force Majeure & Extraordinary Circumstances
London Cert recognises that extraordinary circumstances beyond either party's control may arise that prevent the normal progression of certification services. Our approach to these situations is as follows:
Force Majeure Events
Events qualifying as force majeure include, but are not limited to: natural disasters (floods, earthquakes, cyclones), government-declared national emergencies, pandemic-related restrictions prohibiting business operations, war or civil unrest directly affecting the client's or London Cert's ability to operate, and extended power or internet outages caused by infrastructure failure beyond our control.
Force Majeure Refund Terms
- If London Cert cannot deliver the service due to force majeure: Full refund of any prepaid, undelivered service components. London Cert will not retain any fees for services not yet performed at the time of the force majeure event.
- If the client cannot proceed due to force majeure: London Cert will offer free postponement of all services for up to 180 days. If the client cannot proceed after 180 days, fees for delivered work will be retained and fees for undelivered work will be refunded.
- Documentation already delivered remains with client: Where documentation preparation has been completed and delivered to the client prior to a force majeure event, documentation fees are retained as the service has been delivered.
COVID-19 and Pandemic-Specific Provisions
London Cert adapted to remote auditing during the COVID-19 pandemic and continues to offer remote (video) audits as a standard option. Where on-site audit has been specifically requested and paid for, and government restrictions prevent physical presence, we will automatically convert to a remote audit at no additional cost or refund the difference in pricing between on-site and remote audit if on-site pricing applied.
10Disputes & Escalation Process
London Cert is committed to resolving all refund disputes promptly, fairly, and transparently. If you are not satisfied with our initial refund decision, you may escalate using the following process:
- 1First Contact — Account Manager
In the first instance, contact your assigned account manager or our general support at info@londoncert.co.uk. Most refund disagreements are resolved at this level within 3–5 working days through clarification of work completed and policy application.
- 2Formal Complaint — Senior Management
If the first-contact resolution is unsatisfactory, submit a formal written complaint to complaints@londoncert.co.uk marked "Formal Complaint — Refund Dispute." Our senior management team will review and respond in writing within 10 working days with a final decision and written explanation.
- 3Mediation (Optional)
If our formal complaint response remains unsatisfactory, both parties may agree to appoint an independent mediator. London Cert will participate in good-faith mediation. The costs of mediation will be shared equally unless the mediator determines otherwise.
- 4Legal Action
Nothing in this Policy restricts your right to pursue legal remedies available under applicable law. For clients based in India, the Consumer Protection Act 2019 provides additional protections. For UK clients, you may contact the Financial Ombudsman Service or pursue claims through UK small claims courts. All legal proceedings shall be subject to the jurisdiction of England and Wales unless mandatory consumer protection laws in your jurisdiction require otherwise.
11Special Circumstances & Exceptions
Death, Serious Illness, or Incapacitation of Key Personnel
Where a sole trader, key director, or the primary point of contact for a certification engagement suffers death, serious illness, or incapacitation that prevents the business from proceeding, London Cert will treat this as a special circumstance. On presentation of appropriate documentation (death certificate, medical certificate), we will offer either: (a) free postponement of the engagement for up to 12 months with no additional fees; or (b) a sympathetic review of refund entitlement on a case-by-case basis, going beyond the standard policy where circumstances warrant.
Company Insolvency or Liquidation
Where a client company enters formal insolvency proceedings (liquidation, administration, or equivalent) during an active London Cert engagement, refund claims by the insolvency practitioner will be assessed under this Policy. Claims will be processed as standard client cancellations based on stage of delivery, with refunds paid to the insolvency practitioner's nominated account.
Group / Multi-Company Engagements
Where a group engagement covering multiple entities or sites has been agreed at a group discount, and one or more entities within the group wish to cancel, the remaining entities' pricing will be recalculated at the applicable rate for their actual number of sites/entities. Any pricing adjustment resulting from this recalculation will be deducted from the refund payable for the cancelling entity.
Early Completion Discount
Where London Cert completes certification faster than quoted (e.g., 2 weeks instead of 4 weeks), no partial refund is due on this basis alone. The quote covers the full service regardless of timeline efficiency. However, where London Cert materially exceeds the quoted timeline by more than 30 working days through our own fault, clients may request a service credit of up to 10% of the total fee paid — applicable to future surveillance or other London Cert services.
12Refund Policy FAQ
Common questions about our refund and cancellation policy answered by our team.
- Yes, subject to conditions. If you cancel before documentation work has commenced (within approximately 48 hours of payment), you are entitled to a 90% refund — the 10% administrative fee is retained. Once documentation preparation begins, only a partial refund is available, calculated based on the percentage of work completed at the time of cancellation. Full details are in Section 3 of this Policy.
- If London Cert materially exceeds the quoted certification timeline by more than 30 working days through our own fault (not due to client delays in providing information or cooperation), you are entitled to request a service credit of up to 10% of the total fee — applicable to future surveillance or other London Cert services. This is in addition to your right to cancel under Section 7 if the delay is unacceptable. Contact your account manager as soon as a timeline concern arises.
- No. The service provided by London Cert is the ISO certification audit and certificate issuance — not the guaranteed acceptance of that certificate by any specific third party. London Cert certificates are IAF-accredited and are accepted by all Indian government portals that accept IAF-accredited certificates. However, if a tender body refuses to accept a valid IAF-accredited certificate for reasons unrelated to London Cert's accreditation status, this is not a basis for a refund. If you believe our certificate has been incorrectly rejected due to a deficiency on our part, please contact us and we will investigate and provide a written statement to the tender body at no charge.
- If you change your mind on the same day payment is made and contact us within the same business day, we will treat this as a pre-commencement cancellation and refund 90% of your payment (the 10% administrative processing fee is retained). If documentation work has already started at the time of your cancellation request, the standard partial refund schedule in Section 3 applies. Speed of notification is critical — please contact us immediately.
- Any documents that have been completed and shared with you at the time of cancellation remain your property. You may retain and use any partial documentation delivered up to the point of cancellation. London Cert will not request the return of partially delivered documentation — we only retain what has not yet been delivered. Your data will be handled in accordance with our Privacy Policy.
- From the date of your written refund request: London Cert will acknowledge within 2 working days, assess and communicate a decision within 7 working days, and if approved, process the refund within 7–14 working days. Bank transfer times are additional — typically 1–5 additional business days depending on your bank and payment method. Full details are in Section 6. We aim to complete all approved refunds within 20 total working days from request to receipt.
- In some circumstances, yes. If your organisation is undergoing restructuring, a name change, or a transfer to a related entity, we may be able to transfer the engagement to the new entity without cancellation or refund, subject to the new entity meeting the same eligibility and scope criteria. This avoids cancellation fees entirely. Please contact your account manager to discuss. Transfers to entirely unrelated third-party companies are not permitted.
- Under UK Consumer Contracts Regulations 2013, a 14-day cooling-off period applies to certain contracts concluded at a distance (online or by phone) with consumers (individuals). However, ISO certification services are typically purchased by businesses acting in a commercial capacity, not consumers — in which case the statutory cooling-off period does not apply. Where an individual (not a business) purchases a service directly from London Cert, they may have statutory cooling-off rights. Please contact us to discuss your specific situation. London Cert's 90% refund for pre-commencement cancellations (Section 3) is available to all clients regardless of statutory entitlement.
Questions About This Policy?
Our team is available to clarify any aspect of this Refund Policy before you make a decision. Contact us directly — we will respond within 2 hours on working days.