Last Updated: October 2026
How SetupHero handles third-party decisions, cancellations, scope changes and refund requests across company formation, residency, banking and related international services.
This policy applies to services supplied by SetupHero Limited (“SetupHero”, “we”, “us” or “our”), including company formation, licensing, registered office arrangements, immigration and residency, banking assistance, accounting and tax coordination, trusts, foundations, corporate structuring, renewals, amendments and related support.
“Client” means the person or entity purchasing or instructing the service. If a signed engagement letter, proposal or service-specific term conflicts with this policy, the more specific written term will apply to that service.
An engagement is considered to have commenced as soon as any one of the following occurs:
Work may therefore have commenced before a formal application is submitted to an external authority.
All licences, registrations, visas, residence permits, tax registrations, bank accounts, payment accounts, certificates, amendments and other applications remain subject to the independent discretion, procedures and compliance requirements of the relevant government authority, registry, free zone, bank, financial institution or other third party.
SetupHero provides professional assistance and coordination but does not control an external decision-maker. Unless expressly stated in a signed written guarantee that identifies the exact guaranteed outcome and remedy, no approval, completion date or result is guaranteed.
SetupHero is not responsible for a rejection, delay, suspension, cancellation, additional-information request or change in outcome caused by an authority or third party, or by circumstances outside our reasonable control. Relevant causes may include:
A third-party rejection or delay does not by itself constitute a failure by SetupHero to provide its services and does not automatically create a right to a refund.
If the Client cancels, withdraws, pauses, postpones or abandons an engagement after work has commenced, all SetupHero professional and service fees are fully non-refundable. This applies regardless of the amount of work completed, whether an application has already been submitted, or whether the Client later decides that the service is no longer required.
An engagement may be treated as abandoned where the Client fails to provide requested information, documents, signatures, attendance or payment for 30 consecutive days after a written reminder. Any restart may be subject to updated requirements, pricing, third-party fees and availability.
All government, authority and third-party fees are strictly and fully non-refundable. This applies to amounts paid, invoiced, incurred, reserved, committed or made payable in connection with the Client’s engagement, whether paid directly by the Client or through SetupHero. These fees remain non-refundable even if an application is rejected, delayed, cancelled, withdrawn, suspended or not completed. They may include:
SetupHero has no obligation to seek or fund a refund of any government or third-party charge. In the exceptional event that an external party voluntarily returns money to SetupHero, any amount passed to the Client will be limited to the net sum actually received after deducting non-recoverable charges, taxes, currency differences, banking costs and administrative expenses.
SetupHero’s professional and service fees compensate us for accepting the engagement, allocating delivery capacity, providing access to our expertise and network, and undertaking advice, assessment, planning, document review, application preparation, coordination, project management and communication. They are separate from government and third-party charges.
Once the engagement has commenced as defined in Section 2, all SetupHero professional and service fees become fully earned and non-refundable. The non-refundable status does not depend on the percentage of work completed, the number of deliverables issued, submission of an application, approval by a third party or the Client’s continued participation.
Before an engagement has commenced, SetupHero may consider a written cancellation request. Any refund before commencement remains subject to confirmation that no work, capacity reservation, expense or third-party commitment has arisen, and will be reduced by payment-processing fees, banking costs, currency losses and administrative charges.
Strict no-refund position after commencement:
Where a service is sold as a package, the package fee is not divisible by component, milestone, hour or deliverable. Unused, declined or unnecessary components do not create a credit or refund entitlement.
The Client must provide complete, accurate and timely information; disclose relevant background, nationality, residency, ownership, regulatory, tax, criminal, sanctions and compliance matters; and promptly review and sign documents.
No refund is due where an application or service is affected by inaccurate, incomplete, misleading or late information; undisclosed facts; failure to follow instructions; missed appointments; non-attendance; expired documents; or failure to meet a payment, travel, medical, biometric, substance or other requirement.
If the original route becomes unavailable or unsuitable, SetupHero may recommend a revised structure, jurisdiction, authority, bank, service provider or application strategy. Any difference in government or third-party costs will be payable by the Client or credited where applicable.
If a compliance, background, eligibility or third-party issue arises and the Client chooses not to proceed with a reasonable alternative offered by SetupHero, all SetupHero service fees and all government or third-party fees remain non-refundable.
Despite the strict no-refund provisions above, SetupHero may, at its sole and absolute discretion and without any obligation, offer a service credit, transfer, revised solution, extension or substitution. Any cash refund is exceptional and may be offered only where SetupHero expressly agrees to it in writing.
Any accommodation is case-specific, must be confirmed in writing and does not establish a precedent or waive SetupHero’s rights in another matter.
Any request for exceptional consideration must be sent in writing to hello@setuphero.com within 14 days of the event giving rise to the request. Include the Client name, invoice number, service purchased, amount paid and a clear explanation with supporting documents. Submission of a request does not suspend the engagement, create a refund entitlement or require SetupHero to reverse any payment or commitment.
We aim to acknowledge requests within five business days. Assessment times may vary where we need information from a government body, bank or other third party. Approval of a refund does not mean funds will arrive immediately; banking and payment-provider processing times also apply.
Refunds will normally be made to the original payer using the original payment method, where possible. SetupHero may request identity, ownership or bank-account evidence before releasing funds. Currency conversion losses, intermediary bank charges and card-processing fees are not borne by SetupHero.
We may update this policy from time to time. The version in effect when the relevant service is purchased will normally apply. Nothing in this policy excludes or limits any right that cannot lawfully be excluded under applicable consumer-protection law.
Please read this policy before making payment. By instructing SetupHero, accepting a proposal or invoice, or paying any amount, the Client confirms acceptance of this policy together with the applicable proposal, engagement letter and terms of service.