This policy sets out the circumstances in which Pinnacle Reclaim Group Ltd will refund money paid for our services. It also describes the timing and method of any refund. It is written to be readable without legal training, because clients reading it have already been through the consequences of unclear documents and deserve better from us.
The structure of our fees, briefly
Recovery work at PRG has up to three billed components, depending on the matter:
- Intake fee — a fixed sum charged in exchange for the written investigation report. Disclosed and agreed before any payment.
- Fieldwork retainer — a clearly disclosed retainer covering the analyst hours needed to draft the chargeback dossier, regulator notifications, exchange subpoena coordination, or other instruments specified in your engagement letter.
- Success component — a defined percentage of recovered funds, invoiced only after recovery has reached your nominated account.
1. Right to cancel before work begins
If you change your mind after countersigning the engagement letter but before any work has commenced on your file, you may cancel by written notice within 14 calendar days. We will refund 100% of any sum already paid within 10 business days, to the account from which it was paid. After work has commenced, the right of cancellation tapers as described below.
2. Refunds of the intake fee
The intake fee covers the analyst hours required to produce the investigation report. It is refundable in full if — for any reason — we are unable to deliver a substantive report. If the report is delivered, the intake fee is not refundable, because you have received the product you commissioned. The report is yours to keep regardless of whether you proceed with fieldwork. If the report concludes that your matter has no realistic recovery route, that conclusion does not by itself constitute non-delivery: identifying that a case is unrecoverable is a valid and useful report outcome.
3. Refunds of the fieldwork retainer
The fieldwork retainer is allocated against analyst hours as they are billed against your matter. If you terminate the engagement before all retainer hours have been used, we will refund the unused balance within 10 business days. If the matter closes naturally with retainer hours unused, the same refund process applies automatically — no request from you is required.
4. The success component
The success component is, by definition, only invoiced when funds have been recovered. It is therefore not subject to refund in the normal sense. If a sum recovered is later reversed by the institution that released it (for example, on a successful re-presentment by the merchant in a chargeback dispute), the corresponding success component will be returned to you, to the same account from which it was paid, within 10 business days of the reversal becoming final.
5. Mistaken or duplicate payments
If you accidentally pay an invoice twice, transfer the wrong amount, or pay to the wrong reference, write to [email protected] and we will refund the discrepancy within 5 business days. This is standard administrative housekeeping and not subject to any other condition.
6. Disputes and chargebacks against PRG
If you believe a sum we have charged is incorrect, write to us first. Most disputes are resolved within 48 hours simply by reconciliation. If you remain dissatisfied, you retain all your statutory rights, including the right to file a card-scheme chargeback against PRG. We will not contest a chargeback we believe to be substantively correct.
7. Method of refund
Refunds are paid by transfer to the account from which the original payment was received. We do not refund to a third-party account except where the original payment came from a third-party account on your written instruction and consent. We do not refund in cryptocurrency, gift cards or international wire to a third country — these are recovery-room scam patterns, and we do not adopt them in either direction.
8. Timing summary
Most refunds reach the recipient account within 5–10 business days. SEPA refunds typically clear within 1–2 business days; UK Faster Payments within hours; international wires within 3–5 business days. If your refund has not arrived within 10 business days of confirmation, write to [email protected] and we will trace it.
If anything in this policy is unclear, or you would like a worked example for your specific matter, write to us. Real people respond to this email address.