Application Rework & Refund Policy

This policy explains your rights to a refund or to rework of your application, including your statutory cooling-off rights and how our Regulator-Ready Guarantee works. It sits alongside your Service Agreement and does not affect your statutory rights under consumer law. GoZtartUp is a trading name of Aice Limited (Company No. 14726496).

1. Your 14-day cooling-off right

If you are a consumer and you signed up at a distance (for example online or by phone), you have 14 days to cancel without giving a reason, under the Consumer Contracts Regulations 2013.

• If you have not asked us to start work during the cooling-off period, you receive a full refund of everything you have paid, within 14 days of telling us you wish to cancel.
• If you asked us to begin work during the cooling-off period, you are liable for the value of the work done up to that point, calculated proportionately, and we refund the balance within 14 days.

2. Cancelling after the cooling-off period

After the 14-day cooling-off period, you do not have an automatic right to cancel for a change of mind, but your Service Agreement allows for cancellation, and this is how it works. You tell us in writing that you wish to cancel. We work out the proportion of the fee that reflects the work completed by that point, and we keep that amount. We cancel any remaining instalments, and if you have paid more than the value of the work done, we refund the difference within 30 days. You keep all the work produced up to the point of cancellation.

3. The Regulator-Ready Guarantee

Our Regulator-Ready Guarantee is a bounded commitment about the quality of the application we prepare and submit. It is not a guarantee of regulatory approval, that decision rests solely with the CQC or Ofsted.

First rejection, free rework. If your application is rejected before interview or inspection, and the guarantee conditions are met, we rework and resubmit it at no extra cost. We begin the rework within 14 days of confirming the guarantee applies, and we use reasonable endeavours to resubmit within 4 to 6 weeks, depending on the amendments needed and how quickly we receive what we need from you.

Second rejection, 50% refund. If the reworked application is rejected again at the same stage, and the guarantee conditions are still met, we refund 50% of the service fee you have actually paid. This is our maximum liability under the guarantee. After that, we have no further rework or refund obligation under the guarantee, though your statutory rights are unaffected. You keep all the assets we have produced.

4. The conditions of the guarantee

For the guarantee to apply, all of the following must be true:

• The application was rejected before the interview or inspection stage.
• You complied with your responsibilities throughout the engagement.
• You gave us complete, accurate, and truthful information.
• You did not withhold material information that affected the outcome.
• The rejection was not caused by factors outside our scope.

5. When the guarantee does not apply

The guarantee does not apply where the rejection results from something outside our control or attributable to you, including:

• Rejection at or after the interview or inspection stage, where the regulator has assessed you personally.
• Rejection caused by information you misrepresented or failed to disclose.
• Rejection caused by your not meeting your responsibilities or not cooperating.
• Rejection caused by a change in regulatory requirements after submission.
• Rejection caused by your criminal record or barring status, or by premises issues.

In these cases you still keep all the assets we have produced.

6. Company-initiated termination

If we have to end the engagement because of a serious breach on your side, or because due-diligence or honesty problems come to light, you keep all the assets produced to date, and we refund the proportion of the fee for work not yet done. We may keep the fee for work already completed.

7. Your statutory rights

Nothing in this policy reduces your statutory rights. Under the Consumer Rights Act 2015, services must be performed with reasonable care and skill. If they are not, you may be entitled to repeat performance or to a price reduction, which can be up to the full price. These rights cannot be excluded, and they sit alongside the guarantee described above.

8. How refunds are paid

Where a refund is due, we confirm it in writing and process it within the timeframe stated above (14 days for cooling-off and guarantee refunds, 30 days for proportionate refunds on cancellation), to your original payment method where possible. If you paid in instalments, any refund is calculated on what you have actually paid, and we cancel any remaining instalments.

9. Contact

To make a refund or guarantee claim, or for any questions about this policy:

• Email: info@goztartup.com
• Post: Aice Limited, 335 Manchester Road East, Little Hulton, Manchester M38 9AR