Terms & Conditions

1. Introduction

1.1 Refund Agency is the trading name of Refund Agency Ltd.

1.2 Refund Agency Ltd offers specialized digital asset recovery and consultancy services. These Terms and Conditions are designed to outline our service standards, charging structure, and client relationship expectations. They also reflect our compliance with applicable regulatory, legal, and professional conduct obligations.

1.3 These Terms and Conditions are intended to operate in harmony with statutory and common law principles. However, should any conflict arise, the provisions here shall take precedence to the extent legally permissible.

1.4 References to "we", "our", "us" in this document refer to Refund Agency Ltd, a company registered in England and Wales (Company No. 10700035) with its registered office at Granville Suite, Business Development Centre, Stafford Park 4, Telford, Shropshire, England, TF3 3BA.

1.5 These Terms, alongside any engagement letter or scope of service we send you, form the entire agreement between you (the Client) and Refund Agency Ltd regarding your engagement.

2. Service Standards

2.1 Clear Communication
We aim to use straightforward, accessible language in all client interactions. We will clarify any external or technical communications as needed.

2.2 Progress Updates
We commit to keeping you updated about the progress of your case, developments that impact timelines, and any new relevant information.

2.3 Transparency
You will be informed at each key stage about the steps we're taking and why.

2.4 Cost Information
We provide clear information about pricing, fees, or any deviation from original cost estimates as work progresses.

2.5 Timescales
While exact durations can vary, we will provide reasonable estimates and notify you of any material changes.

2.6 Risk Disclosure
We will explain any financial, operational, or legal risks involved in proceeding with your case or service.

2.7 Alternative Funding
Where relevant, we may suggest or assist in identifying alternative funding or financial protection options.

3. Responsibility for Your Matter

3.1 Your file will be managed by a dedicated recovery specialist or case manager, whose details will be confirmed upon engagement.

3.2 Elements of your case may be delegated to appropriately qualified team members for efficiency and cost-effectiveness, always under supervision.

4. Charges and Expenses

4.1 How We Charge
We may charge fees using one of the following structures:

• Fixed Fee: A pre-agreed fee covering a defined scope of work.
• Estimated Fee: An indicative estimate based on expected work hours.
• Hourly Rate: Time-based billing, charged in 6-minute units unless otherwise specified.

The chosen method will be stated in your engagement letter.

4.2 Fixed Fees
4.2.1 Fixed fees are payable in full, even if the matter does not proceed as intended (e.g., if third-party cooperation fails or the client discontinues).
4.2.2 If assumptions change or work outside the agreed scope becomes necessary, we will discuss and agree revised terms before proceeding.

4.3 Estimated Fees
4.3.1 We may provide an estimate based on foreseeable work, with any changes due to complexity, third-party delay, or client request subject to review.
4.3.2 We will inform you promptly if an estimate is exceeded and agree new terms accordingly.

4.4 Time-Based Billing
4.4.1 Hourly rates will be confirmed in your client care documentation.
4.4.2 Routine communications (emails, calls, letters) are billed in tenths of an hour. Extended correspondence is billed according to actual time spent.
4.4.3 Rates may be subject to annual adjustment. You will be notified of any such changes.
4.4.4 Additional charges may apply for urgent or after-hours work (not exceeding a 10% increase).

4.5 VAT
Where applicable, VAT will be added at the prevailing rate (currently 20%).

4.6 Disbursements
Refund Agency Ltd does not hold client funds. Any disbursements (e.g., blockchain fees, legal filing costs, investigator charges) will be paid directly by the client via an approved third-party platform or wallet address. These may be subject to VAT.

4.7 Additional Work
Should the scope of work expand due to unforeseen issues, third-party complications, or client needs, we will inform you in advance of additional costs.

4.8 Non-Completion
In cases where the matter does not conclude, we reserve the right to invoice for all time worked and disbursements incurred to date.

5. Invoicing and Payments

5.1 Invoices must be paid within 7 days of issuance, unless otherwise agreed.
5.2 Refund Agency does not accept cash. Payments should be made by bank transfer to the details provided or via secure digital payment methods.
5.3 Refund Agency will only make payments directly to a client's verified bank account. No third-party or cash disbursements will be made.

6. Data Protection

We process your data in line with UK GDPR and our Privacy Policy, which outlines your rights and how we use your information.

7. Complaints and Dispute Resolution

If you are dissatisfied with any part of our service, please contact your case handler or email info@refund-agency.com. We take all concerns seriously and aim to resolve them promptly and fairly.

8. Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales. Any dispute shall be subject to the exclusive jurisdiction of the English courts.