Refund & Cancellation Policy

Last updated: 2026

This Refund and Cancellation Policy explains when you can cancel a VeraHold service and when a refund may be available. It should be read together with our Terms and Conditions. Nothing in this policy limits any statutory rights that cannot legally be excluded or restricted.

1. Before VeraHold accepts your case

Submitting a request, uploading documents or providing payment details does not by itself mean that VeraHold has accepted your case.

A case is accepted when its status changes to “On Review” in your VeraHold account.

If your case is shown as “Not Accepted”, VeraHold will not charge the service fee.

You may withdraw your request at any time before the case is accepted. If no charge has been taken, there is nothing to refund.

If a temporary card authorisation or pending payment appears before acceptance, it does not mean that the case has been accepted. Where we do not accept the case, we will not capture the relevant payment and any temporary authorisation will normally be released in accordance with Stripe's and your payment provider's processing times.

2. Your 14-day cancellation right

If you are purchasing a VeraHold service as a consumer, you will normally have the right to cancel the contract without giving a reason for 14 days after the day on which the contract is entered into.

For VeraHold case-review services, unless we tell you otherwise before purchase, the contract is entered into when VeraHold accepts your case and its status changes to “On Review.”

You can exercise your right to cancel by sending us a clear statement that you wish to cancel. You do not have to use any particular wording.

You may also use the model cancellation form at the bottom of this page, although this is not required.

3. If you ask us to start within the 14-day period

VeraHold reviews are often intended to begin soon after a case is accepted.

If you want us to begin providing the service before the end of the 14-day cancellation period, we will ask you to expressly request that we do so.

If you make that request and then cancel before the service has been fully completed, you may be required to pay a proportionate amount for the work already supplied up to the time you tell us that you are cancelling.

Any amount retained will reflect the proportion of the agreed service that has actually been provided.

4. Once the review has been completed

If:

• you expressly requested that VeraHold begin the service during the 14-day cancellation period;
• you acknowledged that you would lose your right to cancel once the service had been fully performed; and
• VeraHold has fully performed the service,

your statutory right to cancel may end once the service is fully completed.

This does not affect your rights if the service was not provided in accordance with applicable consumer law.

5. Cancelling before work has started

If your case has been accepted and payment has been taken, but VeraHold has not yet begun providing the service, we will normally issue a full refund where you validly cancel within an applicable statutory cancellation period.

Outside a statutory cancellation period, we may still agree to cancel a service that has not begun. Any such cancellation will be considered according to the circumstances of the case and any service-specific terms agreed with you.

6. Cancelling after work has started

If you validly cancel during an applicable 14-day cancellation period after expressly requesting that we begin work early, we may deduct from your refund a proportionate amount for the service already supplied.

Depending on the stage reached, work already supplied may include, for example:

• reviewing and organising documents;
• extracting or structuring financial information;
• comparing accounting periods or figures;
• preparing timelines or schedules;
• reviewing invoices, budgets, accounts or correspondence;
• carrying out analysis;
• preparing findings or report sections;
• human review of findings or outputs.

We will not impose a cancellation fee simply for exercising a statutory cancellation right.

7. When a refund will not normally be available

Subject always to your statutory rights, a refund will not normally be available merely because:

• you disagree with a finding, observation or conclusion in the report;
• the review does not identify the issue or outcome you expected;
• a managing agent, landlord, freeholder, solicitor, surveyor, tribunal or other third party disagrees with or does not act on the report;
• you expected a particular saving, refund, recovery, settlement or result that VeraHold did not guarantee;
• you provided incomplete, inaccurate or misleading information that affected the review;
• you failed to provide documents reasonably required to complete the service;
• you change your mind after any applicable cancellation period has expired and the service has already been provided.

A VeraHold review is an analytical service. Payment does not depend on VeraHold identifying an error, overcharge, legal claim or particular financial outcome.

8. Problems with the service

This policy does not limit your statutory rights.

Where consumer law requires a service to be supplied with reasonable care and skill, those requirements continue to apply.

If you believe that VeraHold has not provided the agreed service properly, please contact us. Depending on the circumstances and your legal rights, an appropriate remedy may include correcting or repeating the relevant part of the service, a price reduction, a partial refund or a full refund.

9. Refund payments

Where a refund is due, we will make it without undue delay and, where the statutory cancellation rules apply, within 14 days after we are informed of your decision to cancel.

Refunds will normally be made using the same payment method used for the original transaction unless you expressly agree otherwise.

VeraHold does not charge a fee for issuing a refund.

The time taken for the refunded amount to appear in your account after we have processed it may depend on Stripe, your bank or your payment provider.

10. Business and organisational customers

The statutory 14-day consumer cancellation right described above applies to consumers and does not necessarily apply where a service is purchased on behalf of an RTM company, RMC, company or other organisation acting for business purposes.

For organisational customers, cancellation and refund rights will depend on these Terms, the service purchased and any proposal, quotation, engagement summary or other terms agreed for that service.

This does not affect any rights that cannot legally be excluded.

11. Subscriptions

Where VeraHold offers a subscription or recurring service, the applicable price, billing period, renewal arrangements and cancellation terms will be shown when you subscribe or in the relevant service terms.

Unless otherwise stated, cancelling a subscription stops future renewal and does not automatically create a right to a refund for a billing period that has already begun.

Any statutory rights that apply remain unaffected.

12. How to request a cancellation or refund

Email support@verahold.co.uk and include, where available:

• your name;
• the email address associated with your VeraHold account;
• your case or order reference; and
• a clear statement that you wish to cancel or request a refund.

You do not need to provide a reason when exercising a statutory right to cancel.

We may ask for additional information where reasonably necessary to identify the relevant case or payment.

Model Cancellation Form

You may use this form if you wish to cancel, but you do not have to use it.

Nothing in this Refund and Cancellation Policy affects rights available to consumers under applicable law.