1. How to tell us you want to cancel

Email info@coddan.co.uk or call 020 7935 5171. Email provides a useful written record. You can also write to Coddan CPM Limited at Unit 3, Office A, 1st Floor, 6–7 St Mary At Hill, London, England, EC3R 8EE, United Kingdom.

• Clearly identify the order or service you want to cancel, including whether the request concerns the whole order or one part.
• Give your name, reply details and order or invoice reference if available. Include the company name where relevant.
• Tell us if you also want to stop a renewal, change an address or request a refund. These may require different actions.

You do not have to give a reason when exercising an applicable statutory cooling-off right. The optional cancellation wording below can help, but a consumer may use any clear statement of cancellation. Missing an order reference does not by itself invalidate a statutory cancellation notice.

Keep a copy or other evidence of your notice. For a statutory cancellation sent by a communication, sending it before the applicable cancellation period expires is what matters; you do not have to wait for our approval of the request.

If you are acting for a company or another customer, explain your authority. We may need to confirm who can change or end the instruction. Do not include payment-card details, identity-document copies, passwords or Companies House Personal Codes in an ordinary cancellation email.

2. Which contract and customer does this concern?

This policy concerns goods and services supplied by Coddan CPM Limited, registered in England and Wales under company number 05370296. Check the supplier named on your order, invoice or engagement letter. A different Coddan company is a separate legal entity and its own contractual arrangements must be checked.

Read this practical guide with sections 25–27 of our terms and conditions, the service description and your accepted order, engagement letter or service schedule. These identify the work, fees, service period and any service-specific arrangements. No contractual term or description in this policy overrides rights that cannot lawfully be excluded.

Consumer status depends on who made the contract and its purpose. An individual acting wholly or mainly outside their trade, business, craft or profession may be a consumer. Paying personally or ordering before a company exists does not, by itself, settle the question. If the position is unclear, explain the circumstances so the correct rules can be considered.

3. Consumer cooling-off rights

For a qualifying distance or off-premises service contract, the normal statutory cancellation period ends 14 calendar days after the day the contract is made. You can cancel during that period without giving a reason, subject to the applicable rules and exceptions. If required cancellation information has not been supplied, the period can be extended by law.

If you ask us to start early: where the rules permit, work can begin during that period following your express request. If you then cancel before the service is fully performed, a proportionate charge may be payable for the service actually supplied up to cancellation, provided the required request and information conditions have been met. Starting work alone does not automatically extinguish the right to cancel.

If the service is fully performed: the statutory cooling-off right can end early where performance began at your express request and with your acknowledgement that the right would be lost once the service was fully performed. We must consider the actual contract and required evidence; payment alone is not that acknowledgement.

Where the required early-start request or information was not obtained, the law may prevent a charge for work supplied during the cancellation period. A fixed administration or card-processing fee is not automatically deductible from a statutory cancellation refund.

These rules concern change-of-mind cancellation. Separate rights may apply if goods or services are faulty or do not meet the contract. Read the Consumer Contracts Regulations 2013 for the statutory framework.

4. Business and other instructions without a statutory cooling-off right

A statutory consumer cooling-off period does not automatically apply to a business-to-business instruction. Cancellation then depends on the accepted contractual terms, the service, its stage and any other applicable rights.

Contact us before assuming that an accepted instruction can be stopped without cost. Preparation, professional review, a completed filing, a committed external service and an ongoing service are different items. We will explain the relevant contractual basis and any amount due or refundable. The existence of an independent regulator or supplier does not remove Coddan’s own contractual responsibilities.

Under section 27.2, an administration charge of £25.00 plus applicable VAT may be deducted from a contractual or goodwill refund for a business-to-business instruction only where it forms part of the agreed contract and is lawfully due. We explain the contractual and cost basis and do not recover the same cost twice. It is not an automatic minimum deduction from every refund and does not apply to statutory consumer reimbursements or refunds required because of our breach of contract.

5. Company formation and official filings

Tell us promptly if you want to stop a company-formation, shelf-company purchase or other filing instruction. We will check the actual stage rather than treating payment, preparation, customer approval, official submission and a completed transfer as the same event.

Once a company has been incorporated, cancelling an order does not remove it from the register or reverse a completed company transfer. Changes, dissolution or other later work are separately scoped and charged where applicable, without limiting remedies arising from our own failure to provide the agreed service. If Companies House rejects an application, we review the reason, the accepted work and any official fee returned; rejection alone does not decide every refund entitlement.

Official and third-party charges: we distinguish fees already incurred from money not yet spent and fees returned by an authority or supplier. We will account for them under the applicable contract and law. Do not assume that every official fee is irrecoverable, or that cancelling our service automatically reverses an authority’s charge.

6. Address services, continuing support and renewals

Where your address or continuing-service agreement provides for a 12-month non-refundable fee, changing an address or ending use early does not itself create a right to a pro-rata refund. You can change an address at any time, but that does not automatically terminate every other service in the order. This arrangement remains subject to applicable statutory cancellation rights, fairness requirements and remedies for a failure to provide the agreed service.

Tell us separately if you want to stop a renewal. Check the service period, renewal date and notice arrangements in your accepted order or agreement. An incorporation is a one-off event; a selected address, secretary or continuing-support service can have its own period and renewal terms.

Before an address or appointment ends, arrange the replacement, required company decisions and relevant notifications. Directors remain responsible for the company’s obligations. Ask us to identify any transition work and charge before instructing it; this policy does not promise a free address-change filing or automatic transfer to another provider.

7. Identity verification and customer checks

Coddan’s AML/KYC customer checks and Companies House identity verification have different purposes. Cancellation of a formation or address service does not by itself reverse a completed individual verification or remove legal record-retention obligations.

If you cannot complete the supported checks, contact us before paying for another check or assuming that the whole fee has been lost. We consider the work already performed, the accepted service, any relevant supplier charge and applicable rights. An unsuccessful result or missing evidence does not, by itself, establish an automatic second fee or a universal no-refund rule.

Coddan reviews the evidence and submits ACSP confirmation only when satisfied; Companies House issues the individual’s Personal Code. Accepted existing verification, a later role submission and a company filing are separate matters. Use the KYC and verification guidance for the practical requirements.

8. Charity-registration, document and specialist instructions

Professional work can include clarification, drafting, review, application preparation and correspondence as well as an eventual submission. The accepted engagement identifies the work and the arrangements for ending it; a customer’s decision not to continue does not automatically undo work already performed.

For CharityReg Professional, the accepted Charity Commission instruction includes preparing the required application forms and answering its questions through to its decision. A new project, appeal or work outside that accepted instruction needs separate agreement. The regulator’s refusal does not, by itself, prove defective service; equally, it does not remove rights arising from Coddan’s own failure to carry out agreed work.

Where notarial, translation, apostille, consular, printing or other external work has been authorised, we distinguish completed work, committed charges and work that can still be stopped. Any retention or deduction must have the appropriate legal and contractual basis. We do not treat every documentary service as having the same cancellation rule.

9. Printed goods and digital content

A qualifying consumer purchase of standard physical goods normally has a cancellation period ending 14 days after the day the goods are received. Different rules can apply to split deliveries. Where that right is exercised, goods normally must be sent back within 14 days after cancellation; contact us for the appropriate return arrangements. Return costs fall to you only where the applicable information and legal requirements allow that.

Goods made to your specifications or clearly personalised can be excluded from change-of-mind cancellation. That exception does not remove rights where goods are faulty, misdescribed or otherwise fail to meet the contract. A made-to-order stamp and professional document-preparation services must be considered according to what was actually purchased.

A separate contract for digital content supplied without a physical medium has its own early-supply consent, acknowledgement and confirmation requirements. Receiving a PDF as the output of a professional service does not automatically turn the whole instruction into a non-refundable digital-content purchase.

10. If Coddan cannot continue or something goes wrong

Under section 25, refusal, suspension or termination must be permitted or required by the applicable contract and law. Reasons can include missing required due-diligence information or authority, a failure to pay an amount lawfully due, materially misleading information or credible evidence of unlawful use. We give any required notice and opportunity to remedy the issue and consider a genuine payment dispute before further action. Immediate action may be necessary where required by law or to address a material legal or regulatory risk; some information may not lawfully be disclosed.

If a genuine pricing error is identified before we accept an order, we explain the correct price so you can decide whether to proceed; a higher price needs your agreement. If you do not proceed, any payment for that unaccepted order is returned. After a contract is formed, we do not have an unrestricted right to cancel or change the price. Where we cancel because of our pricing error or inability to provide the agreed goods or services, we do not deduct a cancellation administration charge. Any retention for other work supplied or charges incurred must have a lawful contractual basis. Other legal remedies remain available.

Insolvency does not automatically allow us to stop supplying or terminate an instruction. We comply with applicable insolvency-law restrictions and obtain any required consent, court permission or other legal basis, as explained in section 25.6. Suspension or termination does not automatically entitle us to retain every payment; refunds remain subject to section 27 and applicable rights.

Consumers are entitled to services performed with reasonable care and skill. Depending on the circumstances, remedies can include repeat performance or an appropriate price reduction. Goods and digital content also have their own statutory protections.

11. How refunds are calculated and paid

We will identify the service or item concerned, the work or supply already provided, relevant external charges, the applicable legal or contractual basis and the amount to be returned. Where applicable, the calculation includes the corresponding tax treatment. Using one part of a package does not, by itself, establish either that the entire package is non-refundable or that every unused part must be refunded separately. We consider the agreed package, its components and applicable rights.

• Statutory service cooling-off refunds: reimbursement is due without undue delay and within 14 days after we are informed of the cancellation, subject to any lawful proportionate service charge. The clock does not start only when we approve the request.
• Statutory goods cancellation refunds: where we have not offered collection, reimbursement is generally due within 14 days after receiving the goods back or receiving evidence of return, whichever happens first. The law also governs standard delivery costs and any permitted deduction for handling beyond what is necessary.
• Consumer service price-reduction refunds: where that remedy applies, payment is due without undue delay and within 14 days beginning with the day we agree you are entitled to the refund.

Where these statutory rules apply, repayment uses the original payment method unless you expressly agree otherwise, and there is no fee for making the reimbursement. A permitted charge for service actually supplied is different from charging a fee merely to return money.

For a contractual or agreed goodwill refund outside those statutory rules, we will confirm the amount, method and payment timing in writing. Bank or card-provider posting times can affect when a processed repayment appears. No account credit replaces a refund that the law requires unless the applicable rules permit the arrangement.

12. Questions about a decision or calculation

If you disagree with the outcome, email info@coddan.co.uk with the order details, the decision you want reviewed and the reason. Ask us to explain any work charged for, deduction or amount retained. We will consider the concern against the accepted work, available records and applicable rights.

You can also raise a service complaint using the contact details above. Asking for a review does not prevent you from seeking independent advice, using any available payment-provider remedy or exercising your legal rights. Do not allow correspondence about a complaint to make you miss a statutory cancellation deadline.

Optional cancellation wording

You may copy the wording below into an email or letter and adapt it to your order. Using it is optional; it is not an online submission form.

If only part of an order is affected, identify that part clearly. Do not include confidential identity evidence or full payment-card details.