Refunds
The verification fee is not refundable once the check has been carried out. Here is exactly what that means and where the exceptions are.
The fee is non-refundable
The verification fee is not refunded once a verification has been carried out, including when the outcome is that you could not be verified. The reason is straightforward: the fee pays a third-party provider who performs and charges for the check at the moment it is made, whatever it finds. This is stated at the point of payment, above the button, before you pay.
A failed check is not a reason to pay twice
If a check does not succeed you may retry at no further charge, so a poor photograph or an expired document costs you time rather than money. This is the answer to most refund requests, and it is automatic — you do not need to ask.
When we do refund
We refund a charge that should not have happened: a duplicate payment, a charge where no verification entitlement was ever provisioned, or a charge you did not authorise. Write to the contact address with the approximate date and we will look at the payment record.
Your legal rights
Nothing here removes a right you have under the consumer law of your country. Where local law gives you a stronger right to a refund than this policy does, that law applies.
How to ask
Email the contact address on the contact page. Include your member code rather than personal details. We answer refund requests in writing, including the ones we decline, and we say why.