This policy explains when coordination fees are refundable and when they are not. It should be read with your written quotation, which may set different terms for a specific engagement. Last updated 31 October 2026.
Before work starts
If you cancel before the gap assessment begins, any coordination fee paid is refunded in full, less any bank or payment processing charges actually incurred. Certification body fees already paid to a third party are refunded only to the extent that body refunds them.
After work starts
If you cancel after implementation work has begun, the coordination fee is charged pro rata for work completed to the date of cancellation, calculated against the milestones in your quotation. We provide a written breakdown of work performed with any refund.
Certification body fees
Audit fees, travel and accreditation charges are set and invoiced by the certification body. Their refund terms apply, including cancellation windows for booked audit days. We will tell you which portion of any payment relates to those fees so you can see what is refundable by whom.
Non-refundable situations
- Work already completed, including gap assessment, documentation and internal audit days.
- Audit days booked with the certification body inside its cancellation window.
- Cancellation after Stage 1 has taken place.
- Withdrawal because information supplied about the organization, sites or headcount was materially inaccurate.
No refund for an unsuccessful audit
Certification is decided by the certification body, not by us, and fees are charged for the work of preparing and auditing your system. A negative decision is not a failure of service and does not create a right to a refund. If findings arise, we help you close them within the scope of your engagement.
How to request a refund
Email info@theisocertification.com with your quotation reference and the reason for the request. We acknowledge within two business days and aim to decide within ten business days. Approved refunds are returned by the original payment method within 14 days of approval.
Statutory rights
Nothing in this policy limits rights you have under applicable consumer protection law. If a statutory cooling-off period applies to your purchase, that period prevails over the terms above.