REFUND AND CANCELLATION POLICY

Last updated: 1 September 2026

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1. About this Policy

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This Refund and Cancellation Policy explains when you may cancel an order, request a refund or receive another remedy for services purchased from Form My Company.

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Form My Company is a trading name of IBA Limited, a private limited company registered in Scotland under company number SC660379.

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Registered office:

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IBA Limited
9A Tinto Place
Edinburgh
EH6 5GD
United Kingdom

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Email: info@formmycompany.co.uk
Telephone: 0131 322 1309
Website: www.formmycompany.co.uk
VAT registration number: 371 8646 69
AML registration number: XNML00000150818

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In this Policy, “Form My Company”, “IBA Limited”, “we”, “us” and “our” mean IBA Limited. “You”, “your” and “customer” mean the person or organisation purchasing or receiving our services.

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This Policy forms part of our Terms and Conditions. By placing an order, you agree to this Policy, subject always to any statutory rights that apply to you.

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2. Consumer and business customers

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Your cancellation and refund rights depend on whether you are acting as a consumer or a business customer.

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You are normally a consumer if you are an individual purchasing services wholly or mainly for purposes outside your trade, business, craft or profession.

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You are normally a business customer if you purchase services wholly or mainly for purposes connected with a trade, business, craft or profession or if you place the order on behalf of a company, partnership or other organisation.

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Nothing in this Policy excludes, restricts or replaces any statutory consumer right that cannot lawfully be excluded.

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3. Consumer right to cancel

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If you are a consumer and purchase a service online, by telephone or through another distance-selling method, you will normally have the right to cancel the contract within 14 days without giving a reason.

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The cancellation period begins on the day after the contract is made.

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To exercise your cancellation right, you must send us a clear statement confirming that you wish to cancel. You may contact us by:

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Email: info@formmycompany.co.uk

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Post:

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IBA Limited
9A Tinto Place
Edinburgh
EH6 5GD
United Kingdom

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You may use the model cancellation form at the end of this Policy, but you are not required to use it.

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Your cancellation request should include your name, contact details, order number and details of the service you wish to cancel.

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4. Starting work during the cancellation period

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Many of our services are time-sensitive. These include company formations, Companies House filings, company-name changes, officer appointments, confirmation statements, dissolutions, address services and document preparation.

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If you ask us to begin providing a service before the end of the 14-day cancellation period, you expressly request early performance.

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If you cancel after work has started but before the service has been fully completed, we may deduct a proportionate amount for the work properly performed before we received your cancellation notice.

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The deduction will be based on the total agreed price and the extent of the service already performed. It may include reasonable internal work and non-recoverable third-party costs already incurred.

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If the service is fully performed during the cancellation period, your cancellation right will end only where, before performance began:

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1. you expressly requested that we begin the service during the cancellation period; and

2. you acknowledged that you would lose your right to cancel once the service had been fully performed.

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If we do not obtain the consent or acknowledgement required by law, your statutory rights will remain unaffected.

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5. When a full refund may be available

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Subject to the service stage and applicable law, you may receive a full refund where:

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• you validly cancel a consumer service before work begins;

• you cancel before we have incurred any non-recoverable third-party charges;

• a duplicate payment was made;

• we refuse or cannot accept your order before performing material work;

• we cannot provide the purchased service and no suitable alternative is accepted by you;

• we have materially failed to provide the contracted service and repeat performance is impossible or cannot be completed within a reasonable time and without significant inconvenience; or

• a full refund is otherwise required by law.

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Where a duplicate payment is confirmed, we will refund the duplicate amount to the original payment method.

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6. Partial refunds

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A partial refund may be payable where:

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• you validly cancel after we have started work but before completing the service;

• only part of a purchased package can be supplied;

• part of the service has been correctly completed and part cannot be completed;

• repeat performance is impossible or cannot be completed within a reasonable time and without significant inconvenience; or

• a price reduction is otherwise required under consumer law.

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Any lawful deduction may take account of:

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• work already completed;

• time reasonably spent processing the order;

• documents already prepared;

• verification work already undertaken;

• filings already prepared or submitted;

• service periods already used; and

• non-recoverable government or third-party costs already incurred.

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We will explain the basis of any deduction or partial refund.

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7. Completed and substantially processed services

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Subject to your statutory rights, a refund will not normally be available where:

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• the service has been fully performed;

• you expressly requested early performance and acknowledged the loss of your cancellation right following full performance;

• a company has already been incorporated;

• an application or filing has been submitted to Companies House, HMRC or another authority;

• personalised company documents have been prepared;

• identity-verification or compliance checks have been completed;

• an address service has been activated or used;

• mail has been received, processed, scanned or forwarded;

• documents or services have been delivered and conform to the contract; or

• we have completed the work that you instructed us to perform.

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This section does not affect your rights if the service was not supplied with reasonable care and skill or did not conform to the contract.

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8. Companies House and government fees

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Companies House fees, HMRC charges, government fees and other official filing charges are not part of our own service fee unless expressly stated otherwise.

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Once such a fee has been paid or has become non-recoverable, it will not normally be refundable because it has been paid to, or incurred with, an independent authority.

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If an official fee has not yet been paid or remains recoverable, it will not be withheld from a refund without a lawful basis.

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A Companies House or government fee will not normally be refunded merely because:

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• an application is rejected due to information supplied or approved by you;

• you change your mind after submission;

• you no longer require the company or filing;

• the authority takes longer than expected;

• a third-party application is refused; or

• the desired commercial outcome is not achieved.

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Nothing in this section allows us to retain an amount that must legally be refunded.

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9. Third-party charges

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Some services involve independent third parties, including:

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• identity-verification providers;

• banks and payment providers;

• accountants and professional service providers;

• postal operators and couriers;

• address and mail-handling providers;

• software providers; and

• document-certification or translation providers.

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A third-party charge that has already been properly incurred and is non-recoverable will not normally be refunded.

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If a third-party charge has not been incurred or is recoverable, we will not withhold it without a lawful basis.

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We are not required to refund our properly performed service merely because an independent third party, such as a bank or payment provider, refuses your separate application.

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10. Incorrect, incomplete or late information

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You are responsible for supplying accurate, complete and current information.

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Subject to applicable law, you will not normally be entitled to a refund where a delay, rejection, correction or failure is caused by:

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• incorrect or incomplete information supplied by you;

• information that you approved despite an error;

• failure to provide requested identification or supporting documents;

• failure to complete AML, KYC or identity-verification requirements;

• failure to respond within a reasonable time;

• providing information after an applicable filing deadline;

• failing to disclose a relevant fact;

• selecting an unsuitable company name or business activity; or

• acting without proper authority.

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If correction or resubmission is possible, additional service charges and government fees may apply.

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11. Company-name rejection

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Approval of company names is controlled by Companies House and, in some cases, may be affected by other legal restrictions.

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If Companies House rejects a proposed name, we will normally ask you to provide an alternative name.

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A name rejection does not automatically entitle you to cancel the complete formation service where we can continue processing the application using a suitable alternative name.

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This does not affect any cancellation right or statutory remedy otherwise available to you.

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12. Rejected or delayed applications

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We do not control decisions or processing times of Companies House, HMRC, banks, payment providers, regulators or other independent organisations.

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A refund will not normally be available solely because:

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• Companies House or another authority takes longer than expected;

• a government or third-party system is unavailable;

• a bank account, merchant account, tax registration or other application is refused;

• additional verification is required;

• an authority requests further evidence;

• processing is delayed by public holidays or technical problems; or

• an estimated completion time is not achieved for reasons outside our reasonable control.

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We remain responsible for performing our own services with reasonable care and skill.

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13. Registered-office, service-address and virtual-office services

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Address and mail-handling services are normally purchased for a fixed term.

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Subject to statutory consumer rights:

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• no refund will normally be due once the address has been activated, registered, published or used;

• no refund will normally be due for a used portion of an annual service;

• any refund for an unused portion will depend on the contract, service stage and whether cancellation rights apply;

• postage, courier, mail-processing and handling charges already incurred are non-refundable where they cannot be recovered; and

• terminating an address service does not remove your obligation to change the address at Companies House, HMRC and with other relevant organisations.

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If an address service ends, you must immediately stop using the address and complete all required address changes.

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14. Personalised documents and physical goods

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Some services may include personalised documents, printed certificates, company registers, seals, stamps or other physical goods.

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Personalised goods made to your specifications may not carry the normal consumer cancellation right where a statutory exception applies.

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This does not affect your rights if goods are faulty, damaged, incorrectly supplied or do not match their description.

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Where non-personalised goods are returned under a valid consumer cancellation:

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• you must return them within the applicable statutory period;

• you may be responsible for return costs if we informed you of this in advance;

• we may reduce a refund if the goods have been handled beyond what is reasonably necessary to inspect them; and

• enhanced delivery costs exceeding our least expensive standard delivery method may not be refundable.

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15. Services not supplied with reasonable care and skill

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UK consumer law requires services to be performed with reasonable care and skill.

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If a consumer service does not conform to the contract, you may have the right to require repeat performance.

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We will perform the service again:

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• within a reasonable time;

• without significant inconvenience to you; and

• at our own cost,

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where repeat performance is legally required and possible.

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If repeat performance is impossible or cannot be completed within a reasonable time and without significant inconvenience, you may be entitled to an appropriate price reduction, which may be up to the full price in suitable cases.

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Nothing in this Policy restricts these statutory remedies.

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16. Business customers

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If you purchase services wholly or mainly for business purposes, statutory consumer cooling-off rights do not apply.

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For business customers, an order may only be cancelled with our written agreement once it has been accepted or work has begun.

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Unless otherwise agreed in writing:

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• completed service fees are non-refundable;

• time spent and work performed remain payable;

• government and non-recoverable third-party charges remain payable;

• activated address services are non-refundable;

• personalised documents are non-refundable; and

• any agreed refund may be reduced by reasonable costs and work already completed.

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This section is subject to the business-customer provisions and liability limitations in our Terms and Conditions.

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17. How to request a cancellation or refund

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To request a cancellation or refund, contact:

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Email: info@formmycompany.co.uk
Telephone: 0131 322 1309

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Postal address:

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IBA Limited
9A Tinto Place
Edinburgh
EH6 5GD
United Kingdom

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Please provide:

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• your full name;

• your order number;

• the company name, where applicable;

• the service purchased;

• the date of purchase;

• the reason for your request;

• the amount requested; and

• any relevant documents or evidence.

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A consumer exercising a statutory right to cancel is not required to give a reason. Providing the requested order details will help us identify and process the cancellation.

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18. Refund assessment

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We will review:

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• whether you are a consumer or business customer;

• when the order was placed;

• when the cancellation request was received;

• whether you asked us to begin work immediately;

• whether the service has been fully performed;

• what work has already been completed;

• whether a filing has been submitted;

• whether an address has been activated or used;

• whether government or third-party charges have been incurred;

• whether the service conformed to the contract; and

• your statutory and contractual rights.

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We may request reasonable additional information needed to assess the request.

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We will not refuse or reduce a refund merely because a customer made a lawful complaint or exercised a statutory right.

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19. Refund method and processing time

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Where a refund is due under consumer law, it will be made without undue delay and no later than 14 days after the relevant legal refund obligation arises or, in the case of a statutory price reduction, no later than 14 days after we agree that you are entitled to it.

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Other approved refunds will normally be initiated within 7–14 working days.

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Refunds will normally be made using the same payment method used for the original transaction unless:

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• you expressly agree to another method;

• the original method is no longer available; or

• using another method is otherwise permitted by law.

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We will not charge a fee for issuing a legally required consumer refund.

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Your bank or payment provider may require additional time to display the funds after we have processed the refund.

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20. Chargebacks and payment disputes

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Contact us before starting a chargeback so that we have an opportunity to investigate and resolve the matter.

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Nothing in this section prevents you from exercising a lawful right through your card issuer, bank or payment provider.

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Knowingly making a false, misleading or fraudulent chargeback claim may result in suspension of services and recovery action for amounts properly due, together with reasonable recovery costs permitted by law.

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21. Exceptional circumstances

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We may offer a refund, credit, replacement service or other goodwill resolution outside your strict legal or contractual entitlement.

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Any goodwill payment:

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• is made voluntarily;

• does not constitute an admission of liability;

• does not create an entitlement in another case; and

• does not restrict statutory rights.

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Every request will be considered on its individual facts. Our internal decision does not prevent a consumer from exercising statutory rights or pursuing an available complaint or legal remedy.

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22. Changes to this Policy

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We may update this Policy to reflect changes in law, regulation, services or business operations.

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The version in force when your order was accepted will normally apply to that order. Updated versions will apply to future orders and may apply to renewals after reasonable notice.

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No change will retrospectively remove or reduce a statutory right.

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23. Contact information

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Form My Company is a trading name of IBA Limited.

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IBA Limited is registered in Scotland under company number SC660379.

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Registered office:

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IBA Limited
9A Tinto Place
Edinburgh
EH6 5GD
United Kingdom

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Email: info@formmycompany.co.uk
Telephone: 0131 322 1309
Website: www.formmycompany.co.uk
VAT registration number: 371 8646 69
AML registration number: XNML00000150818

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MODEL CANCELLATION FORM

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Complete and return this form only if you wish to cancel a contract and have a legal or contractual right to do so.

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To:

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IBA Limited
Trading as Form My Company
9A Tinto Place
Edinburgh
EH6 5GD
United Kingdom

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Email: info@formmycompany.co.uk

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I/We hereby give notice that I/we cancel my/our contract for the supply of the following service:

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Service ordered: ______________________________________

Order number: ________________________________________

Ordered on: __________________________________________

Customer name: ______________________________________

Customer address: ____________________________________

Customer email: ______________________________________

Customer telephone number: ____________________________

Signature, if submitted on paper: _______________________

Date: ________________________________________________