The rule
You can get a full refund at any time before Stage 1 (Legal Formation) is approved. Once Stage 1 is approved, the service begins and the amount is not refundable.
There is no time limit after which your right ends. The cut-off is the Approval of Stage 1. The only exception is set out under "When the amount is not refunded" (the service is stopped because of forgery or a similar reason).
What "Approval of Stage 1" means
- After payment, all five Stages open for you. In any Stage, you fill in your details, upload your documents and press "Submit".
- We review your Submission within 24 hours (Saturdays, Sundays and U.S. federal holidays not counted — Clause 8 of the Agreement). Approval is when the Stage's status in your account changes to "Approved". It is recorded with its date and time in your order file, and at the same moment you receive a "Stage approved" email stating that date and time.
- The moment Stage 1 is approved is the moment the service begins: its timer starts, and we begin carrying out the work in your name.
- If another Stage's documents are approved before Stage 1, this does not affect your right to a refund, because the Stages are carried out in order and none of them starts before Stage 1.
- Before Stage 1 is approved, we have filed nothing in your name, so your payment is refunded in full. After that, filings and subscriptions have already started in your name with the relevant authorities and providers. That is the reason for the rule.
The amount
- You get the full amount back with no deduction: 999 USD. We cover the payment fees.
- The refund goes to the card you paid with, through our payment provider, the same one used for your payment. We issue the refund within 5 Working Days of receiving your request, and we confirm this to your registered email. When the refund appears on your card statement is decided by your card issuer.
How to request a refund
- Send an email from your registered email to support@setupswift.com, giving your name and your order number (shown at the top of your account). You do not need to give a reason.
- If the request comes from a different email address, we will ask you to resend it from your registered email. The time that counts is the time of the resent message.
- We compare the time your email arrives with the time the Approval of Stage 1 is recorded in our system, which is the time stated in the Stage 1 approval email. If your email arrives before that time, you get a full refund, even if Stage 1 is approved after it arrives.
- From the moment your request arrives, we stop reviewing your Stages and do not approve any of them.
Payment disputes with your card issuer
- If, after Stage 1 is approved, you open a payment dispute (chargeback) with your card issuer, work on your Stages stops until the dispute is resolved, and the timer stops with it.
- We will provide those handling the dispute with the Agreement you accepted, showing the date and time of your acceptance, together with the result of your identity verification, the status history of your Stages, and your Handover Acknowledgment if you signed it. We send these through our payment provider to your card issuer.
When the amount is not refunded
- Wise declines to open the account. That decision is Wise's alone.
- A Stage goes past its stated duration. Our obligation in that case is to contact you and explain the reason.
- An outside party's rejection of a procedure because of incorrect information you provided.
- You ask us to end the service after Stage 1 is approved (Clause 9 of the Agreement), even if the other Stages are not complete.
- The service ends because the work stayed with you for 150 consecutive days without a response (Clause 9 of the Agreement). By then the service has started and the payment is final.
- We stop the service because the person dealing with us is not the passport holder, because of a forged document or incorrect material information, or because the company is being formed for the benefit of an undisclosed person or for a prohibited activity, if you do not prove otherwise within the period we give you (Clause 10 of the Agreement). In this case the amount is not refunded, even before Stage 1 is approved.
Compared with what you will find elsewhere
Some companies have a refund window that ends within days of purchase, even if work has not started, and the refund may be given as credit for services rather than money. Most commonly, state fees or service fees are excluded from the amount refunded. With us there is one rule: before Stage 1 is approved, you get the full amount back, as money to your card, not as credit, with no time limit and no deduction, unless the service is stopped for forgery or a similar reason. We have no subscription, no commitment period and no cancellation fee: you pay us once. The subscriptions we open in your name are handed over to you at Handover, and you decide whether to keep them.