Vista Reclaim
Legal

Return and refund policy

We sell professional consultancy time, not physical goods. This page explains how refunds work in practice — including the statutory cooling-off period for UK consumers and the specific cases where partial refund applies.

1. What you are buying

When you engage Vista Reclaim Advisors, you are purchasing professional time and the deliverables that emerge from it: an intake assessment, an evidence audit, a drafted case file, and follow-up correspondence with the receiving institution. We do not sell goods, software or licences.

2. The 14-day cooling-off period

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK consumers have a 14-day cooling-off period from the date the engagement letter is signed.

  • If you cancel within 14 days and we have not yet begun substantive work, you receive a full refund of any fees paid.
  • If you cancel within 14 days and you asked us to begin work immediately, you receive a refund less the proportionate value of work already performed.
  • After 14 days, refunds follow the standard refund provisions below.

3. Standard refund provisions

After the cooling-off period, refunds depend on the stage the case has reached:

  • Intake fee. Refundable in full only if we discover, after acceptance, that we cannot proceed for reasons within our control (for example, a conflict of interest we missed at acceptance).
  • Evidence audit. Once the audit deliverable has been issued the fee is non-refundable because the work has been performed.
  • Case-file preparation. If we have not yet drafted the case file, the fee is partly refundable in proportion to work outstanding.
  • Submission and follow-up. Once a file has been submitted to the receiving institution, the fee is non-refundable.

4. Success-based component

The success component is, by construction, only payable if funds are actually recovered. If a case closes without recovery, no success component is charged and no refund is owed. If a case closes with partial recovery, the success component applies only to the amount recovered.

5. Refund process

  1. Submit a refund request in writing to [email protected] stating the case reference and the reason.
  2. We acknowledge within two working days.
  3. Where a refund is owed, we issue it within 14 calendar days of agreement, via the payment method originally used.

6. What is not refundable

Third-party costs that we have incurred on your behalf — for example, expedited document fees, certified translation, or a regulator's submission charge — are not refundable, because they were paid out to third parties on your instruction.

7. Complaints

If you disagree with our refund decision, you may escalate the matter through our internal complaints process (described in the engagement letter) and, ultimately, to the Financial Ombudsman Service where the underlying matter is in scope. Statutory consumer rights are unaffected by this policy.

8. Contact

[email protected] or by post to the registered office.