Our approach
We want refunds to be simple and fair. This policy explains when you can get your money back. It sits alongside our terms and conditions and does not affect your statutory rights as a consumer.
This policy is issued by IBA Limited, trading as Form My Company (registered in Scotland, company number SC660379), 9a Tinto Place, Edinburgh EH6 5GD, Scotland.
Before we start work: full refund
If you cancel before we have started work on your order, we refund the full amount you paid.
"Started work" means we have begun preparing your documents, carried out identity or anti-money-laundering checks, ordered something from a third party, or submitted anything to Companies House or another body.
After work has started, before submission
If you cancel after we have started work but before anything has been submitted to Companies House or another body, we refund what you paid, minus:
- a fair amount for the work we have already done
- any third-party costs we have already paid, such as identity verification checks, notary or courier fees
We will tell you how we worked out the amount.
After submission to Companies House: no refund
Once an application or filing has been submitted to Companies House, we cannot refund the order. This includes the Companies House fee, which is paid on your behalf and is not refundable by Companies House once submitted.
This applies whether or not the application is accepted. If an application is rejected because of a mistake we made, we will correct and resubmit it free of charge.
Address and mail services
Registered office, director service address, virtual office and mail handling services are paid for a 12-month period.
- If you cancel before the service has started, we refund you in full.
- Once the service has started, we do not give refunds for the unused part of the period, unless the service page or your order confirmation says otherwise.
- If you cancel within 14 days as a consumer, we will refund you minus an amount for the days the service was provided.
Automatic renewals and monthly plans
You can cancel automatic yearly renewal or a monthly plan at any time in your online account or by email, at no cost; cancelling stops future payments. If you cancel within 14 days after a yearly renewal payment, we refund it in full if we have not started that year's work, or less the value of work done and any Companies House fee already paid. Monthly plan payments already made are not refunded, and the plan runs to the end of the month paid for. See section 6A of our terms and conditions for details.
Consumer cancellation rights
If you are a consumer, you can cancel within 14 days of your order. If you asked us to start straight away and the service has been fully performed within those 14 days — for example, your company has been registered — you no longer have the right to cancel. If the service has been partly performed, we deduct an amount for the work done. See section 7 of our terms and conditions.
When we refuse or stop a service
If we cannot accept your order, or must stop work because of our legal checks, we refund any amount for work not yet started, minus costs already incurred, unless the law prevents us from doing so.
How to ask for a refund
Email info@formmycompany.co.uk or message us through your client account. Please include your name, order number and the reason for your request.
We reply within 2 working days. Approved refunds are paid within 14 days to the payment method you used. Depending on your bank, it can take a few more days to appear.
Problems with a service
If something has gone wrong, please tell us. We would rather fix the problem than leave you unhappy. If we have made a mistake, we will put it right at no cost to you.