Refund Policy

1. How this policy works

Each engagement is set out in an accepted proposal or signed agreement, which defines the scope, the fee and any payment milestones. Where that document sets different cancellation or refund terms, it takes precedence over this policy.

2. Before work starts

If you cancel in writing before any work has started on your engagement, we refund the fees paid in full, less any non-refundable third-party costs you approved in advance. Work starts when we first open your documentation, begin the scope review or start drafting.

3. After work has started

• Completed milestones are earned when delivered and are not refundable.
• The milestone in progress is charged in proportion to the work carried out up to the date we receive your written cancellation, based on time spent at the rates in your proposal. Any balance paid for that milestone is refunded.
• Future milestones not yet started are not charged; anything paid in advance for them is refunded.
• Third-party costs you approved (for example laboratory testing or external specialist review) are not refundable once committed.

4. Ongoing services

Ongoing documentation maintenance or managed support can be cancelled with the notice period stated in your agreement (30 days where none is stated). Fees for the current billing period and for work already performed are not refunded. Prepaid periods that have not started are refunded.

5. If we cannot help

If, after seeing your documentation, we conclude that the work falls outside our competence, we will tell you and refund fees for any work not yet performed. Work already delivered is charged as set out above.

6. If a deliverable contains our error

If a deliverable contains a material factual error or omission caused by us, tell us in writing within 30 days of delivery. Our first remedy is to correct it at no charge. If we cannot correct it within a reasonable time, we refund the fee for the affected deliverable.

7. Not grounds for a refund

• Disagreement with our professional judgement or findings.
• A finding that your packaging has documentation gaps, or that more evidence or testing is needed — identifying that is part of the work.
• Delays caused by outstanding information from you or your suppliers.
• Changes to the Regulation, implementing or delegated acts, guidance, or your packaging after the work was performed.
• A decision by an authority, customer or other third party about your packaging or documents.
• Choosing not to use the deliverables.

8. If you stop responding

If we have asked for information needed to continue and do not hear from you for 60 days, we may close the engagement. Work performed up to that point is charged as set out above, and you can ask us to reopen the engagement under a new proposal.

9. Fee credit and earlier purchases

Purchases made before this policy keep the refund and credit terms that applied at the time of purchase. Credits are applied to engagement fees and are not payable as cash.

10. Business customers only

Our services are supplied business-to-business. Consumer cancellation and withdrawal rights do not apply. Nothing in this policy limits any right that cannot lawfully be excluded. This policy forms part of our Terms of Service.

11. How to request a refund

Email hello@ppwrdeclaration.com with your case reference and reason. We respond within five working days with a statement of work performed and any refund due, and pay approved refunds to the original payment method within 14 days. Please contact us before raising a payment dispute with your bank — most issues are resolved faster directly.

Last updated: 14 October 2026.