Important: A binding agreement between you and Refundee Ltd is formed only when you sign a separate Letter of Authority and Client Agreement. These website terms govern your use of this site and your initial enquiry.
1. About us
Refundee Ltd (trading as Online Refund) is a claims management company registered in England & Wales (company number 12855931) with registered office at 3rd Floor, 86-90 Paul Street, London, EC2A 4NE. We are authorised and regulated by the Financial Conduct Authority (FRN 937096) in respect of regulated claims management activity.
2. Definitions
- "We", "us", "our" means Refundee Ltd.
- "You", "your" means the person submitting an enquiry or engaging our services.
- "Claim" means a complaint or claim submitted by us on your behalf to a bank, financial institution, or the Financial Ombudsman Service in respect of a scam loss.
- "Redress" means any sum recovered for you, whether by way of refund, compensation, or other settlement.
3. Free assessment
Submitting our website enquiry form does not create a contract between us. We will review the information you provide and contact you to discuss your case. The initial assessment is free and carries no obligation.
4. Engaging our services
If we agree to take on your case, we will send you a Client Agreement and Letter of Authority. The contract takes effect only once you sign and return these documents. The Client Agreement contains the full terms governing our services, including our fees, your right to cancel, and how we will pursue your claim.
5. Your obligations
You agree to:
- Provide truthful, accurate and complete information about your loss;
- Provide any documents and evidence we reasonably request;
- Tell us promptly if any of your contact details change;
- Not submit duplicate claims through any other claims firm or in person without telling us;
- Cooperate with us in good faith throughout the claim.
6. Fees
We work on a "no win, no fee" basis. If we do not recover any money for you, we charge nothing. If we successfully recover redress, our fee is a percentage of the amount recovered, capped at the FCA's permitted maximum. Full fee details are set out in our Fees page and in your Client Agreement, and are also summarised in our Summary of Key Information.
7. Right to cancel
You may cancel your agreement with us free of charge at any time before a redress offer has been made on your case. Once a redress offer has been made, our fee becomes payable. You also have a 14-day cooling-off period from the date you sign the Client Agreement, in which you can cancel without charge. To cancel, call us on 07822 015330 or email enquiries@refundee.com.
8. Liability
We will provide our services with reasonable care and skill. We do not guarantee that any claim will succeed — outcomes depend on the facts of the case, the bank's response, and the decisions of the Financial Ombudsman Service or other bodies.
Our liability to you for losses caused by our negligence or breach of contract is limited to the fees you have paid us in the 12 months preceding the claim. Nothing in these terms excludes liability for fraud, death or personal injury caused by negligence, or any liability that cannot lawfully be excluded.
9. Use of this website
You may use this website for lawful, personal purposes only. You agree not to misuse this website, including by attempting to gain unauthorised access, transmitting malicious code, or scraping content for commercial purposes. We may modify, suspend, or remove this website at any time without notice.
10. Intellectual property
All content on this website — text, images, logos, and design — is owned by or licensed to Refundee Ltd and protected by copyright and trademark laws. You may not reproduce or republish it without our prior written consent.
11. Complaints
If you are unhappy with our service, please tell us so we can put it right. Our complaints procedure is set out at /complaints. If we cannot resolve your complaint, you may refer it to the Financial Ombudsman Service.
12. Governing law
These terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over any dispute arising in connection with them.
13. Contact
Questions about these terms? Email enquiries@refundee.com or call 07822 015330.