Refund & Cancellation Policy

1. Important Notice

Neptune Formation provides professional and administrative services that may involve substantial work, third-party providers, government authorities, registries, professional advisers, nominee arrangements, registered offices, document preparation, compliance checks and other costs.

Where permitted by law, refunds will be assessed according to:

• The service purchased;
• The stage at which cancellation occurs;
• Work already completed;
• Documents already prepared;
• Applications already submitted;
• Government or statutory fees incurred;
• Third-party costs incurred;
• Nominee or corporate service arrangements already initiated;
• Registered-office or address services already activated;
• Banking or compliance work already performed; and
• Any other reasonable costs or commitments incurred by Neptune Formation.

Nothing in this Policy is intended to remove or restrict any statutory rights that cannot legally be excluded.

2. Consumer Cancellation Rights

Where UK consumer law provides a statutory cancellation right for a distance or off-premises service contract, the Customer may generally have a 14-day cancellation period.

However, where the Customer expressly requests that Neptune Formation begin providing the service before the expiry of that period, the Customer may be required to pay a proportionate amount for services supplied up to the point of cancellation, where permitted by law.

Where a service has been fully performed following the Customer's express request and the required acknowledgement concerning loss of the cancellation right has been obtained, the statutory cancellation right may cease where permitted by law.

Neptune Formation will handle such cancellations in accordance with applicable UK law.

3. Request to Start Services Immediately

Many customers require company formation and related services to begin immediately rather than waiting for the applicable cancellation period to expire.

Where applicable, Neptune Formation may ask the Customer to expressly confirm that they:

1. Request Neptune Formation to begin providing the service before the expiry of the applicable cancellation period;
2. Understand that Neptune Formation may charge for services supplied before cancellation; and
3. Understand that, where permitted by law, completion of the service may affect the Customer's statutory cancellation rights.

The Customer's express request may be recorded through an online checkbox, electronic confirmation, email, signed document, or other durable communication method.

4. Three-Day Company Cooling Period

Neptune Formation may offer a 3-day commercial cooling period for eligible company formation orders.

This 3-day period is an additional commercial cancellation facility and does not replace or reduce any statutory cancellation rights that apply to a consumer under UK law.

The 3-day commercial cooling period begins from the date the order/payment is confirmed.

The commercial cooling period does not guarantee a full refund where Neptune Formation has already incurred non-recoverable costs or performed substantial work.

5. Service Commencement

A service is considered to have commenced when Neptune Formation begins material work on the Customer's order. This may include:

• Customer onboarding;
• KYC / identity verification;
• Compliance checks;
• Document review;
• Company-name checks;
• Company formation preparation;
• Preparation of incorporation documents;
• Preparation of applications;
• Preparation of corporate documents;
• Government filing preparation;
• Submission of applications;
• Nominee coordination;
• Registered-office arrangements;
• Banking assistance;
• Communication with third-party providers;
• Professional consultation;
• Compliance work; or
• Any other work performed specifically for the Customer.

Once service has commenced, cancellation will be assessed according to the amount and nature of work already performed.

6. Nominee Services — Important Refund Condition

Where the Customer purchases a nominee director, nominee shareholder, nominee representative or similar nominee-related service, the Customer acknowledges that nominee arrangements may involve additional due diligence, professional coordination, documentation and third-party commitments.

After this milestone, the nominee service fee will generally not be refundable to the extent permitted by law, because Neptune Formation may already have incurred costs and commitments associated with arranging and providing the nominee service.

Where statutory consumer cancellation rights still apply, any refund will be handled in accordance with applicable law and may be reduced by the proportionate value of services supplied and legitimate costs incurred.

7. Company Formation Services

Once Neptune Formation has begun preparing or processing a company formation application, cancellation does not automatically entitle the Customer to a full refund.

This includes circumstances where the Customer:

• Changes their mind;
• Decides not to establish the company;
• Chooses another jurisdiction;
• Chooses another provider;
• Changes their business plans;
• No longer requires the company;
• Changes the proposed corporate structure; or
• Decides not to continue for personal or commercial reasons.

Any refund will be assessed based on the work completed and costs incurred.

8. Government and Statutory Fees

Government, registry and statutory fees may be charged separately or included within a service package.

Where such fees have already been:

• Paid;
• Submitted;
• Incurred;
• Committed;
• Charged by a government authority; or
• Become non-recoverable,

they may be deducted from any eligible refund. Neptune Formation cannot guarantee that government or statutory fees will be recoverable.

9. Third-Party Costs

Services may involve third-party providers. Third-party costs may include:

• Registered-agent fees;
• Registered-office fees;
• Nominee-related costs;
• Banking fees;
• Payment processing charges;
• Courier charges;
• Notarial fees;
• Apostille / legalisation fees;
• Translation fees;
• Professional adviser fees;
• Government fees;
• Registry fees;
• Compliance-provider fees; and
• Other external service charges.

Where Neptune Formation has already paid or committed to such costs, the corresponding amount may be deducted from any refund where legally permissible.

10. Registered Office and Business Address Services

Where a registered-office, business-address, correspondence-address or similar service has been activated, the relevant service may become non-refundable for the period already supplied.

If a third-party address provider has already been paid, Neptune Formation may deduct the non-recoverable amount from any eligible refund.

11. Banking Assistance

Where Neptune Formation provides banking assistance, our role may include application preparation, document assistance, introductions or administrative support.

The final decision to open or maintain a bank account rests with the relevant bank or financial institution. Therefore, a bank's:

• Refusal;
• Rejection;
• Delay;
• Enhanced due diligence;
• Request for additional documents; or
• Decision not to provide banking services

does not automatically entitle the Customer to a full refund where Neptune Formation has already performed the agreed banking assistance. Bank and third-party charges may be non-refundable.

12. Government Rejection or Delay

Neptune Formation does not control the processing decisions or timelines of government authorities, registries, banks or other third parties.

A delay, rejection, query, request for additional documentation or requirement for resubmission does not automatically constitute a failure by Neptune Formation to provide its services.

Where the issue can reasonably be corrected within the scope of the purchased service, Neptune Formation may assist with the correction or resubmission. Additional work or costs outside the original service scope may be chargeable.

13. Customer Documents

The Customer is responsible for providing accurate, complete and valid information and documentation. If the Customer provides:

• Incorrect information;
• Incomplete information;
• False information;
• Misleading information;
• Expired documentation;
• Invalid documentation; or
• Documents that do not satisfy applicable requirements,

Neptune Formation may suspend or terminate the service. Refund eligibility will depend on the circumstances and work already performed.

14. Customer Delays

Neptune Formation will not be responsible for delays caused by the Customer. Examples include failure to:

• Provide requested documents;
• Complete KYC;
• Sign documents;
• Respond to communications;
• Provide additional information;
• Make required payments; or
• Cooperate with reasonable requests.

Customer-caused delays do not automatically create a refund entitlement.

15. Change of Instructions

If the Customer changes their instructions after work has commenced, additional charges may apply. Examples include changing:

• Company name;
• Shareholders;
• Directors;
• Beneficial owners;
• Jurisdiction;
• Business activities;
• Registered address;
• Nominee arrangements;
• Corporate structure; or
• Service package.

A change of instructions does not automatically create a refund right.

16. Compliance and KYC Services

Fees relating to KYC, compliance checks, beneficial ownership verification, document verification and regulatory screening may become non-refundable once the relevant work has commenced.

If a Customer fails to satisfy required compliance checks, Neptune Formation may be required to refuse or terminate the service.

Any refund will be determined based on applicable law, the stage of service and costs already incurred.

17. Prohibited or Unlawful Activity

Neptune Formation may refuse, suspend or terminate services where we reasonably suspect:

• Fraud;
• False identity;
• False documentation;
• Money laundering;
• Sanctions violations;
• Terrorist financing;
• Unlawful business activity;
• Concealment of beneficial ownership;
• Abuse of nominee services; or
• Any other unlawful activity.

Where services are terminated for such reasons, any refund will be considered according to applicable law, the circumstances of the case and costs already incurred.

18. Partial Refunds

Where a refund is available after services have commenced, Neptune Formation may calculate the refund by deducting amounts relating to services already supplied and legitimate costs incurred. These may include:

1. Professional work completed;
2. Administrative work;
3. KYC and compliance work;
4. Document preparation;
5. Government fees;
6. Registry fees;
7. Third-party costs;
8. Nominee-related costs;
9. Registered-office costs;
10. Banking assistance already performed;
11. Payment-processing charges that cannot be recovered; and
12. Other reasonable costs directly associated with the Customer's order.

Only the remaining eligible balance will be considered for refund.

19. Services That Have Been Fully Performed

Where a service has been fully performed following the Customer's express request for immediate performance and the applicable legal requirements have been satisfied, the Customer may no longer have a statutory cancellation right where permitted by UK law.

For services that have been fully completed, Neptune Formation will generally not provide a refund merely because the Customer subsequently changes their mind.

20. Refunds for Neptune Formation's Failure

Nothing in this Policy removes the Customer's statutory rights.

Where Neptune Formation materially fails to provide a service in accordance with applicable law, the Customer may have rights to require the service to be remedied or receive an appropriate price reduction/refund where legally applicable.

Services supplied to consumers must comply with applicable statutory standards, including reasonable care and skill.

21. No Guarantee of Third-Party Approval

Unless expressly guaranteed in writing, Neptune Formation does not guarantee approval by:

• Companies House;
• Banks;
• Financial institutions;
• Government authorities;
• Regulators;
• Licensing authorities; or
• Other third parties.

Third-party decisions remain outside our control.

22. Duplicate Payments

If a Customer accidentally makes a duplicate payment for the same service, Neptune Formation should be notified as soon as possible.

Following verification, the duplicate payment may be refunded, subject to any payment-processing charges that cannot reasonably be recovered.

23. Payment Processing Charges

Where payment-processing, card, banking or currency-conversion charges have been incurred and cannot be recovered, Neptune Formation may take those amounts into account when calculating an eligible refund, where permitted by applicable law.

24. Refund Request Process

Refund requests must be submitted in writing to:

The Customer should provide:

• Full name;
• Order / invoice number;
• Date of purchase;
• Service purchased;
• Reason for cancellation;
• Payment reference; and
• Supporting information where applicable.

Neptune Formation may request additional information before making a decision.

25. Refund Review

Each refund request will be reviewed individually. We may consider:

• Date of purchase;
• Applicable cancellation period;
• Whether the Customer requested immediate service commencement;
• Service stage;
• Work completed;
• Whether nominee information was disclosed;
• Whether applications were submitted;
• Government fees incurred;
• Third-party costs;
• Customer-caused delays;
• Whether the service has been completed; and
• Applicable UK consumer and contract law.

26. Refund Processing

Where a refund is approved, Neptune Formation will normally process it within 14 days, or within any other period required by applicable law.

Refunds will normally be made using the original payment method where reasonably possible.

The time required for the money to appear in the Customer's account may depend on the Customer's bank, card issuer or payment provider.

27. Cancellation by Neptune Formation

Neptune Formation may suspend or terminate a service where:

• The Customer fails required KYC checks;
• The Customer provides false or misleading information;
• The requested service cannot legally be provided;
• The Customer requests unlawful assistance;
• Required third-party services become unavailable;
• Regulatory requirements prevent continuation;
• The Customer materially breaches the Terms & Conditions; or
• There are reasonable concerns relating to fraud, sanctions or financial crime.

Where Neptune Formation terminates a service and the Customer is not at fault, we will consider any refund due under applicable law and the circumstances of the case.

28. Force Majeure

Neptune Formation will not be liable for delays caused by circumstances reasonably beyond our control, including:

• Government disruption;
• Registry disruption;
• Banking-system failures;
• Cyber incidents;
• Internet or infrastructure failures;
• Natural disasters;
• War;
• Civil unrest;
• Strikes;
• Pandemics;
• Regulatory changes; or
• Other circumstances beyond our reasonable control.

Such events do not automatically create an entitlement to a full refund.

29. Chargebacks and Payment Disputes

Customers should contact Neptune Formation before initiating a payment dispute or chargeback.

Where a chargeback is initiated, Neptune Formation may provide the relevant payment processor or financial institution with evidence concerning:

• The order;
• Payment;
• Accepted Terms & Conditions;
• Service commencement;
• Communications;
• Documents provided;
• Work performed;
• Nominee information disclosure;
• Applications submitted; and
• Other relevant service records.

Nothing in this section limits any statutory rights available to either party.

30. Fairness and Statutory Rights

This Policy is intended to operate alongside applicable UK consumer protection legislation.

Nothing in this Policy excludes or limits rights that cannot legally be excluded or limited.

Neptune Formation does not intend to rely on any provision that would be unlawful or unfair.

UK guidance states that consumer contract terms must be fair and transparent, and terms that impose excessive cancellation charges or automatically retain all upfront payments may be considered unfair.

31. Business Customers

Where Neptune Formation provides services to a business acting in the course of its business rather than as a consumer, different contractual rights may apply.

Business customers may be subject to the specific commercial terms contained in their quotation, engagement letter, order confirmation or Service Agreement.

32. Governing Law

This Policy and any dispute arising from it shall be governed by the laws of England and Wales, unless another jurisdiction is expressly agreed in writing or applicable law requires otherwise.

Nothing in this clause limits any mandatory rights available to a consumer under applicable law.

33. Policy Updates

Neptune Formation may update this Policy from time to time.

The version applicable to an order will generally be the version accepted by the Customer when the order was placed, unless a change is required by law or otherwise agreed with the Customer.

34. Contact Details

If you have questions regarding this Refund & Cancellation Policy or wish to submit a cancellation request, please contact us directly: