This Policy sets out the terms on which Greyline Investigations Limited handles payments, cancellations, refunds, and disputes in relation to investigation services. It forms part of and should be read alongside the Client Services Agreement. Our aim is to be fair and transparent at every stage.
The table below summarises cancellation terms at each stage of engagement. Full details are set out in the clauses that follow.
Submitting an inquiry via our website or by email does not create a contract or any financial obligation. Until a Mutual NDA and Client Services Agreement are both signed by both parties, no fee is due and no charge will be made. You are free to withdraw your inquiry at any stage before signing without any cost.
2.1 Once both the NDA and Client Services Agreement have been signed, but before investigation work has commenced, a cancellation fee of 25% of the agreed total Fee is payable to cover administrative, legal, and onboarding costs incurred.
2.2 If a deposit has been paid and exceeds the 25% cancellation fee, the balance will be refunded within 14 days.
2.3 Cancellation must be made in writing to cases@greylineinvestigations.co.uk, quoting the Case Reference number.
3.1 Less than 50% complete. Where investigation work has begun but is assessed by Greyline as less than 50% complete, 50% of the total agreed Fee is retained to cover work completed and resources committed.
3.2 50% or more complete. Where investigation work is assessed as 50% or more complete, the full Fee is payable. Greyline will, at its discretion, provide a partial report summarising findings to date.
3.3 Percentage completion is assessed by Greyline in good faith. A written breakdown of work completed will be provided upon request.
3.4 Where a Client cancels a retainer or ongoing watch service, the cancellation takes effect at the end of the current billing period. No partial-period refunds are given for retainer services.
4.1 Once a final Report has been delivered to the Client, no refund is available. The obligation to deliver the agreed services has been fulfilled.
4.2 If the Client believes the Report does not reflect the agreed scope of work, the Client may raise a quality dispute as set out in Clause 6.
5.1 Investigation services are provided on a best-efforts basis. The Fee is payable regardless of whether the investigation yields findings that support the Client's objectives.
5.2 A nil-findings result does not constitute a failure to deliver services. Greyline's obligation is to conduct a thorough and professional investigation — not to guarantee a particular outcome.
5.3 Where Greyline determines early that an investigation is unlikely to yield useful findings, we will notify the Client before proceeding further and give the Client the opportunity to cancel under Clause 2 or 3 as applicable.
6.1 If the Client believes that Greyline has failed to deliver services in accordance with the agreed scope, the Client must notify Greyline in writing within 14 days of Report delivery, quoting the Case Reference.
6.2 Greyline will acknowledge the dispute within 2 business days and aim to respond substantively within 10 business days.
6.3 Where a valid scope shortfall is identified, Greyline's first remedy will be to complete the outstanding work at no additional charge. A partial refund will only be considered where completion is not practicable.
6.4 Refunds agreed under this clause will be processed within 14 days of written agreement.
7.1 Greyline reserves the right to decline or cancel any engagement where it determines the requested services would be unlawful, unethical, or contrary to our operating standards.
7.2 Where Greyline cancels before work has commenced, any Fee paid in advance will be refunded in full within 14 days.
7.3 Where Greyline cancels after work has commenced for operational reasons, a pro-rata refund will be issued for the portion of work not completed.
7.4 Where Greyline cancels due to the Client providing false information or requesting unlawful services, no refund will be issued.
8.1 Approved refunds will be processed within 14 calendar days to the original payment method.
8.2 Refunds will be made in the same currency as the original payment. Greyline is not responsible for exchange rate fluctuations.
8.3 Refund requests must be submitted in writing to cases@greylineinvestigations.co.uk quoting the Case Reference and Invoice number.
9.1 Where the Client is a consumer, these terms are subject to the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
9.2 Consumer clients have a 14-day cooling-off right from the date of signing the Client Services Agreement, unless they have expressly requested that services begin immediately.
9.3 Nothing in this Policy affects statutory consumer rights.
This Policy is governed by the laws of England and Wales. Any dispute arising under this Policy is subject to the jurisdiction of the courts of England and Wales.