Short answer
Refund eligibility depends on whether the order has been processed, whether documents were available, and whether work has already started.
Before processing starts
If an order has not yet been processed, a cancellation or refund may be possible. Customers should contact support as soon as possible with the order reference.
After processing starts
Once processing has started, cancellation options may be limited because staff time, third-party checks or document retrieval steps may already have taken place.
Unavailable documents
If a requested document is not available, support will review the order and apply the appropriate refund, replacement or cancellation process.
Incorrect customer details
Customers are responsible for entering accurate property, contact and email details. If incorrect details cause delay or failed delivery, support will review the issue case by case.
How to request a refund
Contact support with the order reference, customer email address and a short explanation of the issue.