Refund Policy
For details of our refund policy please select either:
Deed Poll Kit – Our Guarantee to you and Refund Policy, or
New Name Kit – Our Guarantee to you and Refund Policy.


Deed Poll Kit – Our Guarantee to You & Refund Policy

Deed Polls supplied by The Name Change Company are accepted by UK organisations and UK government departments as legal documentary evidence of your change of name. If a Deed Poll prepared by us is not accepted by a UK organisation or UK government department, let us know and we will speak to the organisation concerned. This will enable us to understand the reason for them declining your Deed Poll and allow us the opportunity to assist them to accept your Deed Poll.

If after we have spoken to the organisation concerned the Deed Poll is still not accepted, we guarantee to refund in full any payment that has been made to The Name Change Company in respect of that Deed Poll. This is the limit of our liability.

For your information and peace of mind, we have never had one of our Deed Polls declined by a UK organisation or government department, and have therefore never had to issue a refund under the above guarantee.

Refunds must be made back to the same credit or debit card that was used to make the purchase. In the case of cheque transactions, refunds will be made by cheque, payable to the person whose bank account the original cheque was drawn on.

Our guarantee does not apply in the following circumstances:

1. Your Deed Poll is for a person aged 15 or under and it is not accepted by a UK organisation or government department because you do not have the consent of all adults with parental responsibility. Consent requirements are covered within the Deed Poll application process and within the FAQ section.

2. Your Deed Poll is not accepted because you have not correctly signed and dated your Deed Poll, or you have not had it correctly witnessed. We provide you with full instructions on how to correctly execute your Deed Poll document.

3. You are a foreign national living outside of the UK

4. Your Deed Poll is declined by a foreign organisation. (Our guarantee applies to UK organisations based in the UK only)

If you wish to cancel your order prior to receiving your Deed Poll,
please read the separate section headed ‘Your right to cancel your order’ in out Terms and Conditions. An administration charge of £10.00 will be made in respect of all cancelled Deed Poll orders.


If We Decline Your Deed Poll Application
The Name Change Company reserves the right to decline any application. If your application is declined we will refund in full any payment that has been made to The Name Change Company in respect of the application.

If We Make an Error on Your Deed Poll
In the unlikely event of us making an error on your Deed Poll you should let us know immediately when you receive your Deed Poll, or by the next working day (Mon to Fri). You will then have the choice of receiving a revised Deed Poll by first class post or a refund in full of any payment that has been made to The Name Change Company in respect of that Deed Poll. This is the limit of our liability.

If You Make An Error on your Deed Poll Application
If you make an error on your Deed Poll application please contact us as quickly as possible. Use the ‘contact us’ email option if possible as we will need written confirmation of any alteration. Additional costs may be incurred by you if your Deed Poll has already been prepared and sent out to you.

If You Make An Error When Executing Your Deed Poll
If you make a mistake when signing your Deed Poll or having your signature witnessed, and you require a replacement, this can be ordered at a cost of £16.50. Please see the order form included with your Deed Poll.

Changing a child's name and Letters of Consent
When applying for a change of name for a child, it is the responsibility of the applicant to make sure that they have correctly stated the type of parental responsibility that they have for the child, and that where necessary they have the required consent from all those with parental responsibility for the child. An example letter of consent is provided by The Name Change Company for signing by the applicant alone in the case of sole parental responsibility, or for signing by all adults with parental responsibility in the case of joint parental responsibility. We provide information to guide applications for a child’s change of name, plus a telephone helpline. The Name Change Company accepts no liability for any action arising from a child’s name being changed without the consent of all those with parental responsibility.

New Name Kit – Our Guarantee to You & Refund Policy

New Name Kit – Two-user gift pack version
If your New Name Kit is returned and received by us within 28 days of your order, complete, undamaged, and the codes contained within have not been used to activate the New Name Kit subscription, a full refund will be provided.

New Name Kit – single user on-line version
You are granted immediate access to your New Name Kit on authorisation of your payment. Because of this your right to cancel is limited to the space of time between the submission of your order and our confirmation to you of your registration. This is in line with section13.1.a of The Consumer Protection (Distance Selling) Regulations 2000. We will provide a full refund if we receive notice of your cancellation before your registration is confirmed by us.

Refunds must be made back to the same credit or debit card that was used to make the purchase. In the case of cheque transactions, refunds will be made by cheque, payable to the person whose bank account the original cheque was drawn on.
 
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