Refund policy

Our commitment to providing our clients with exceptional company formation services includes a transparent and fair approach to refunds. This policy outlines the circumstances under which refunds may be issued for services purchased during the company registration process.

As set out in our terms and conditions at https://anna.money/terms-formations/, it is acknowledged that you are a business customer, buying and using our services wholly or mainly for use in connection with your trade, business, craft or profession, even if you are an individual.

The policy applies to all services that we may provide to our clients pursuant to our terms and conditions at https://anna.money/terms-formations/.

Non-refundable services

The company registration services offered and paid for as part of the company registration process, under our terms and conditions at https://anna.money/terms-formations/ are deemed to have been provided at the point of purchase and are non-refundable. These services are integral to the registration process and incur immediate costs and resources to deliver. These services are:

• Company Registration Services (including same-day registration); and
• Web Domain Name Registration.

These services are non-refundable, except for: (a) a refund of the Companies House Fee under clause 16.8 of our terms and conditions, which is refundable in the circumstances set out there, if you request it within the time limit and in the way set out in Section 2 below; and (b) a refund of your order where we decide not to proceed with forming your company under clause 18 of our terms and conditions, which we make automatically as set out in clause 18.3.

Subscriptions

For subscription services (such as Virtual Office and other similar subscriptions), the initial fee paid (whether monthly or annually, depending on the selected package) is considered as immediately utilised for the purpose of company registration or the commencement of the service and is therefore non-refundable. You can cancel a subscription at any time before its renewal date through the ANNA app or by emailing formations@anna.money. It will end at the end of the period you have paid for, and you will not be charged again. We will remind you before an annual subscription renews. Renewal payments are non-refundable once taken.

Other services

For all other company formation services purchased on a one-off (non-subscription) basis, including VAT registration, PAYE registration, confirmation statement filing and Company Strike-Off, we offer a 14 day period commencing on the day the service was purchased. During that period, our clients may cancel the service and request a refund of any amounts paid, in accordance with the Refund Request Process set out below, as long as we have not yet started providing the service. For a service that involves an application or filing, we start providing it when we submit that application or filing to HMRC or Companies House.

Once the 14 day period has ended, or once we have begun providing the service, whichever happens first, the service cannot be cancelled and is not refundable.

For the Other Services set out directly above and for a refund of the Companies House Fee under clause 16.8 of our terms and conditions, you have the right to request a refund of any amounts paid by following the following process. You do not need to request a refund under clause 18 of our terms and conditions, but you can contact us in the same way if you think one is due:

• Refund request period: A refund request must be made within the 14 day period from the date on which the amount in question was paid. This time limit does not apply to refunds under clause 18 of our terms and conditions, which we make automatically.
• Request procedure: To request a refund, you must contact us via the ANNA app or by emailing formations@anna.money. The request must include your name, the company name, the service(s) for which a refund is requested, and a brief explanation for the request.
• Eligibility: Refund eligibility for the Other Services category is as set out in Section 1 above. Eligibility for a refund of the Companies House Fee under clause 16.8 of our terms and conditions is governed by the conditions set out in that clause.
• Processing: Refund requests will be processed within a reasonable timeframe, typically within 14 business days from the date of request. Refunds will be made to the card or other payment method used for the original payment. If that is not possible (for example, because the card has been cancelled), we will agree another way to refund you.

We understand that plans can change, and we aim to accommodate our clients’ needs with this policy. However, we also must balance this flexibility with our commitment to delivering high-quality services and managing operational costs. This policy ensures that we can continue to offer competitive and valuable services to our business clients.

Please note that this refund policy is subject to change at our discretion and may be updated to reflect changes in our service offerings or operational procedures. However, any changes to the refund policy will not apply retroactively to purchases made prior to the implementation of such changes. For clients who have already made a purchase, the refund policy in effect at the time of their purchase will apply. This ensures that the terms agreed upon at the time of purchase will be honored. Clients are encouraged to review our terms and conditions regularly to stay informed about their rights and obligations.