Last updated: 1st April 2026
This Refund Policy explains how refunds, cancellations, credits, and account closures are handled by Ghost Mail Limited. It should be read together with our Terms and Conditions, which remain the governing contract for all services.
1. General Position
Our services include regulated business services such as registered office services, director’s service address services, PSC address services, mail handling, mail forwarding, identity verification, and related company and support services.
Many of these services begin immediately after purchase because we must create accounts, allocate addresses, begin onboarding, carry out compliance checks, and complete regulatory or administrative work.
For that reason, refund rights depend on:
- whether you are buying as a business or as a consumer;
- the type of service purchased;
- whether the service has already started; and
- whether work, verification, setup, or filings have already been carried out.
2. Business Services (B2B)
Where you purchase a service in the course of business, the contract is treated as a business-to-business contract.
Business services are non-refundable once provision has started.
This includes, without limitation, situations where we have already:
- created your account;
- allocated an address, mailbox, suite, unit, or reference;
- begun onboarding or compliance checks;
- requested or reviewed identity documents;
- started identity verification using TrustID or a similar approved provider;
- started administrative or filing work; or
- made the service available for your use.
For business services:
- there is no statutory cooling-off period;
- no pro-rata refund is given if you stop using the service before the end of the period purchased; and
- any refund or credit is entirely at our discretion unless required by law.
3. Consumer Services
This section applies only where you genuinely buy a service as a consumer for private personal use and not for any business purpose.
If the law gives you a right to cancel within 14 days, you may exercise that right unless an exception applies.
If you ask us to begin providing the service during the 14-day cancellation period, and work starts, we may deduct a reasonable amount for the services already provided up to cancellation.
If the service is fully performed during the cancellation period, your right to cancel may be lost where the law allows and where the required acknowledgements have been given.
For address and onboarding services, work may include account creation, address allocation, identity verification, compliance checks, system setup, and administration.
4. Non-Refundable Services Once Ordered or Processing Has Started
Unless we expressly state otherwise on the relevant product page, the following services are non-refundable once ordered or once processing has started:
- director identity verification services;
- Companies House filing services;
- confirmation statements;
- accounts filing;
- registered office services once created;
- director’s service address services once created;
- PSC address services once created; and
- AML, KYC, onboarding, and compliance services once work has started.
This applies whether the service completes successfully, fails because of customer delay or non-compliance, or cannot proceed because required information was not supplied.
5. Identity Verification and Compliance Costs
Where a service requires identity verification or compliance checks, we may begin work immediately after purchase.
This may include using TrustID or another approved provider to collect, verify, screen, and record identity information for anti-money laundering, Companies House, fraud prevention, and related compliance purposes.
If you fail to complete required identity verification, or if the verification is failed, inconclusive, suspicious, inconsistent, or otherwise unsatisfactory, we may suspend or terminate the service in accordance with our Terms and Conditions. In such cases, refunds are not normally available where work has already started.
6. No Pro-Rata Refunds for Early Closure or Address Removal
If you decide to stop using our address or close your account before the end of the period purchased, no pro-rata refund will be given unless we expressly agree otherwise in writing.
This includes where:
- a company changes its registered office away from our address;
- a director, PSC, or other person stops using our address part way through the paid term;
- you no longer need the service; or
- your company is dissolved, struck off, becomes inactive, or changes plans after purchase.
7. Discretionary Refunds
Where we choose, in our sole discretion, to offer a refund or credit, we may deduct a reasonable administration fee and our genuine costs, including:
- account creation and onboarding;
- identity verification and compliance checks;
- system provisioning and address allocation;
- regulatory record-keeping and audit logging;
- filing, administration, and staff time; and
- third-party costs already incurred.
8. Postage, Scanning Deposits, and Account Balances
Unused postage or scanning deposits may, at our discretion, be refunded or transferred to a similar service, less any reasonable administration fee, outstanding charges, or costs owed on the account.
We may also apply any balance held on your account against unpaid invoices, storage charges, forwarding costs, disposal costs, or other sums due.
9. Suspension or Termination for Breach
If we suspend or terminate your service because you have breached our Terms and Conditions, no refund will be due unless required by law.
This includes, without limitation, breach involving:
- failure to complete identity verification;
- misuse of our address;
- adding your name or company to Royal Mail Postcode Finder, PAF, or another address database without permission;
- use of our address outside the service purchased;
- non-payment; or
- false, misleading, or unlawful conduct.
10. Chargebacks and Payment Reversals
If you initiate a chargeback or payment reversal, the related service may be suspended immediately.
Where a chargeback is disputed and we have evidence that the service was provided, activated, provisioned, or processed, we reserve the right to oppose the chargeback and recover our reasonable administration costs and third-party fees to the extent permitted by law.
11. Faulty, Misdescribed, or Legally Required Refunds
Nothing in this Refund Policy removes any rights you may have where the law requires a refund, remedy, or other redress.
If a service was genuinely faulty, not as described, or if a refund is otherwise required by law, please contact us and we will review the matter in accordance with applicable law and our Terms and Conditions.
12. How to Request a Cancellation or Refund Review
If you wish to request cancellation or ask us to review whether a refund is due, please email:
customerservice@ghostmail.co.uk
Please include:
- your full name;
- company name (if applicable);
- order number;
- service purchased; and
- the reason for your request.
Any request will be reviewed in line with this Refund Policy and our Terms and Conditions.
13. Governing Terms
This Refund Policy is a summary only. In the event of any inconsistency, our Terms and Conditions will prevail.