Refund, Cancellation and Chargeback Policy.

This Refund, Cancellation and Chargeback Policy applies to purchases made from Elevate Identity Ltd, a company registered in England and Wales.

Company Number: 17224686

By placing an order through our website, the customer confirms that they have read, understood, and agreed to this Policy, together with our Terms and Conditions and Privacy Policy.

1. Nature of Our Services

Elevate Identity Ltd provides customised digital and professional services, including but not limited to website development, branding, logo design, CV writing, LinkedIn optimisation, business identity services, digital consultancy, and related project-based services.

Our services are generally bespoke, personalised, digital, and prepared according to the customer’s instructions, business details, branding requirements, or submitted materials.

2. General Refund Position

Once an order has been placed and payment has been made, refunds are not automatically available.

Where work has commenced, digital preparation has started, consultation has been delivered, project planning has begun, design concepts have been created, written content has been drafted, digital files have been prepared, or any service time has been allocated to the customer’s project, the payment will generally be treated as non-refundable, except where required by applicable law.

This is because our services involve customised digital work, professional time, administrative processing, and project-specific allocation of resources.

3. Customer Acknowledgement Before Purchase

By completing checkout, the customer acknowledges and agrees that:

1. They have reviewed the service description before purchasing.

2. They understand what is included in the selected package or service.

3. They understand that customised digital services may begin shortly after payment.

4. They understand that once work has commenced, cancellation or refund rights may be limited, subject to applicable consumer protection law.

5. They confirm that all information provided at checkout is accurate.

6. They confirm that they are authorised to use the payment method used for the transaction.

4. UK Consumer Rights

Nothing in this Policy excludes, restricts, or limits any statutory rights that cannot legally be excluded under the laws of England and Wales, including rights under applicable consumer protection legislation.

Where the customer is acting as a consumer, they may have cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. However, where the customer has expressly requested that services begin during the cancellation period, the customer may be required to pay for services already supplied.

Where digital content or customised digital work is supplied before the end of any applicable cancellation period, the customer may lose the right to cancel where this is permitted by law and where the required consent and acknowledgement have been obtained.

5. Business Customers

Where the customer purchases services for business, trade, professional, or commercial purposes, the customer agrees that the order is a business-to-business transaction.

Business customers are not entitled to consumer cooling-off cancellation rights. Refunds for business customers are only available where expressly agreed in writing by Elevate Identity Ltd or where required by applicable law.

6. Non-Refundable Circumstances

Subject to applicable law, refunds will not normally be provided in the following circumstances:

1. The customer changes their mind after purchase.

2. The customer no longer requires the service.

3. The customer purchased the wrong package.

4. The customer failed to provide required information, files, content, or instructions.

5. The customer caused project delays.

6. The customer is dissatisfied due to personal preference after work has been prepared in line with the agreed scope.

7. The customer refuses to cooperate with reasonable project requirements.

8. The customer requests work outside the purchased package or agreed scope.

9. The service has already been delivered, partially delivered, drafted, designed, prepared, or commenced.

10. The customer attempts to cancel after project resources have been allocated.

7. Refund Requests

Any refund request must be submitted in writing to:

sumaiyahasanukbd@gmail.com

The request must include:

1. Full name

2. Email address used at checkout

3. Order number

4. Date of purchase

5. Service purchased

6. Clear explanation of the issue

7. Supporting evidence where applicable

We may request further information before making a decision.

Refund requests will be reviewed within a reasonable period. Submission of a refund request does not guarantee that a refund will be approved.

8. Fraudulent or Unauthorised Transactions

If a customer, cardholder, or alleged victim believes that a transaction was fraudulent or unauthorised, they must contact Elevate Identity Ltd at:

sumaiyahasanukbd@gmail.com

This must be done within 12 hours of the purchase being made, where reasonably possible.

The notification must include appropriate evidence, including but not limited to:

1. Full name of the cardholder

2. Order number, if available

3. Date and time of transaction

4. Payment amount

5. Proof of card ownership or bank/payment provider communication

6. Explanation of why the transaction is believed to be fraudulent or unauthorised

7. Any police, bank, or card issuer reference number, where available

We do not guarantee that a fraud claim, refund request, or chargeback claim will be accepted. Each case will be reviewed based on the evidence available, transaction records, payment authentication data, order details, IP/device information where available, communication history, and information supplied by our payment provider.

9. Payment Security and Authentication

Payments may be processed through secure third-party payment providers, including Worldpay or other authorised payment processors.

Worldpay and similar payment providers may use fraud screening, authentication tools, card scheme checks, and secure payment technologies to help protect transactions. Worldpay states that its payment solutions may include advanced security, fraud prevention, PCI compliance, tokenisation, and authentication-related services.

However, no payment system can guarantee that fraud will never occur. Customers and cardholders remain responsible for keeping their payment cards, banking credentials, authentication devices, passwords, one-time passcodes, and account access secure.

10. Chargebacks and Payment Disputes

Customers agree to contact Elevate Identity Ltd first and allow us a reasonable opportunity to investigate and resolve any issue before raising a chargeback, payment dispute, or card claim.

Where a chargeback is raised without first contacting us, or where we reasonably believe the chargeback is false, misleading, abusive, or unsupported by evidence, we reserve the right to challenge the chargeback and provide evidence to the payment provider, acquiring bank, issuing bank, card scheme, or relevant dispute body.

Evidence may include:

1. Order confirmation

2. Customer details submitted at checkout

3. IP address, device, or transaction records where available

4. Payment authentication information

5. 3D Secure or similar authentication records where available

6. Email correspondence

7. Proof of service commencement

8. Proof of delivery or partial delivery

9. Project files, drafts, screenshots, or completed work

10. Acceptance of our Terms and Conditions, Privacy Policy, and this Refund Policy

Fraudulent, dishonest, or abusive chargebacks may result in suspension or refusal of services, recovery action for unpaid fees, administrative costs, and any other remedy available under applicable law.

11. Chargeback Investigation Period

Where Elevate Identity Ltd receives notice of a chargeback, fraud claim, or payment dispute, the customer must allow us up to 14 business days from the date we receive the chargeback or dispute notice to investigate and respond.

This period may be extended where the payment provider, card issuer, acquiring bank, card scheme, or other third party requires additional time.

No refund, cancellation, or acceptance of liability will be assumed unless confirmed by Elevate Identity Ltd in writing.

12. Duplicate Payments

If a genuine duplicate payment has been made in error, the customer must contact us with evidence of both payments.

Where we verify that a duplicate payment has been received for the same order and no additional service has been requested or delivered, we will arrange an appropriate refund of the duplicate amount, subject to payment processor rules and any applicable deductions permitted by law.

13. Failed Communication or Customer Delay

If the customer does not respond to our reasonable requests for information, files, approval, feedback, or clarification, the project may be delayed or placed on hold.

Payments will not be refunded solely because the customer failed to provide required materials or failed to communicate after purchase.

14. Service Issues

If the customer believes there is an issue with a service provided by Elevate Identity Ltd, they must notify us in writing as soon as reasonably possible.

Where appropriate, we may offer correction, revision, replacement, continued performance, or another reasonable remedy before considering any refund.

15. Administrative and Processing Costs

Where a refund is approved, we reserve the right, where permitted by law, to deduct reasonable administrative costs, payment processing fees, third-party charges, and the value of work already performed.

16. Abuse, Misuse, or Bad Faith Claims

We reserve the right to refuse refunds, cancel services, suspend accounts, or defend disputes where we reasonably believe that a customer has acted dishonestly, abusively, fraudulently, or in bad faith.

This includes but is not limited to:

1. Using services and then claiming non-receipt dishonestly

2. Making false fraud allegations

3. Providing false billing details

4. Using a payment method without authorisation

5. Initiating a chargeback after receiving work

6. Refusing to cooperate with a reasonable investigation

7. Attempting to obtain free services through payment reversal

17. Final Decision

All refund requests are reviewed on a case-by-case basis.

Approval of any refund is at the discretion of Elevate Identity Ltd, except where a refund is required by applicable law.

Our decision will be based on the service purchased, work completed, customer communication, evidence provided, payment records, and legal obligations.

18. Contact

For refund, cancellation, fraud, or chargeback matters, please contact:

Elevate Identity Ltd
Email: sumaiyahasanukbd@gmail.com
Company Number: 17224686
Registered in England and Wales

Last Updated: 08/07/2026