Terms of service

1. Definitions 

2. Provision of Services 

2.1. We provide our services with the utmost diligence and care, adhering to applicable laws and employing recognised commercial practices along with commonly accepted industry standards. 

2.2. We are not a government department and do not guarantee the outcome of any legalisation process. 

2.3. Information provided by us, whether in brochures, price lists, advertisements, quotations, or any other form of communication, is for illustrative purposes only and shall not constitute an offer or representations capable of acceptance or binding on us in any way.  

2.4. An Order submitted by you shall constitute an offer to purchase the Services in accordance with these terms. A binding contract shall come into effect only upon our written acceptance of that order, which shall be communicated by way of an order confirmation with a confirmation number. 

3. Instructions and Client Obligations 

3.1. To ensure your order is processed within the guaranteed timeframe selected, please enclose a printed copy of your order confirmation or clearly write your order number (e.g., TA-1234) on the envelope containing the documents to be apostilled. We will not be responsible for any delays in processing your Order if the Order number is missing from the envelope. 

3.2. For us to carry out your instruction, you must provide us with the correct information and documents. We may refuse to process your instruction if your documents are incomplete, contain false information, or are not legally capable of being apostilled or legalised.  

3.3. You are responsible for the accuracy and authenticity of all documents submitted and for ensuring that they satisfy the requirements for legalisation. We accept no liability where the Foreign, Commonwealth and Development Office (FCDO) refuse a document because it cannot be legalised or apostilled, or because it fails to meet the required standards of accuracy or authenticity. 

3.4. For Next Day Apostille, if you are dropping off your documents with us, you must bring them to any of our drop-off locations by 10:30 am, except at our Canary Wharf office, where documents must be received by 10:00 am. If you are sending the documents via courier, such as Royal Mail, to our Milton Keynes office, they must be received by us before 12.30 pm. Delays or late arrivals of documents invalidate guaranteed processing times. 

3.5. If you are dropping off documents at Covent Garden, Canary Wharf, Milton Keynes, or Holborn, you should notify us in advance so we can add your name to the guest list for building access. Delays or late arrivals invalidate guaranteed processing times. 

3.6. The stated processing time in these Terms and on our website refers only to the apostille service by the FCDO. It does not include additional time required for: 

• Postal delivery 

• certification by a UK Solicitor or Notary Public 

• Rejections or delays beyond our control 

4. Fees and Payment 

4.1. The fees applicable to our services shall be as set out on our website or as otherwise confirmed to you in writing. 

4.2. Unless otherwise agreed in writing, payment shall be due in full in advance of service delivery. 

4.3. The Company shall be entitled to withhold the return of Documents where payment has not been received. 

4.4. We reserve the right to change the price of our services at any time to reflect the current market trends or  

4.5. We reserve the right to vary the prices of our services at our discretion and may do so at any time. Any revised price will take effect immediately upon publication on our website or upon written notification to the customer. 

5. Cancellations and Refunds 

• Foreign & Commonwealth Office fees; 

• Embassy or Consular fees; 

• Courier or postage costs; 

• Any third-party disbursements paid on your behalf, including but not limited to solicitor's certification, payment to a Notary Public or payments made for courier services. 

6. Document Handling and Risk 

6.1. We shall use reasonable care in handling all Documents submitted to us, but shall not be liable for loss, delay, or damage occurring in transit to or from you, or while held by third parties. 

6.2. Unless otherwise agreed, we will return documents via Royal Mail or other registered courier service.

7. Liability 

7.1. We are not liable for any of the following indirect damage or loss, resultant damage or loss, loss of revenue, loss of profit or anticipated profit, business interruption or loss of business, costs, expenses or other claims for resultant compensation (regardless of cause), or depletion of goodwill. This applies irrespective of whether the circumstances occur out of or in connection with our services. 

7.2. We accept no liability for unforeseen delays by third parties, including but not limited to transport delays due to signalling failure, road traffic or accident. 

7.3. Nothing in these Terms and Conditions seeks to exclude liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation. 

7.4. Nothing in these Terms and Conditions seeks to exclude or limit your legal rights as a consumer.  For more details of your legal rights, please refer to your local Citizens Advice Bureau or Trading Standards Office. 

7.5. We do not accept any liability if you have incorrectly instructed us. It is your responsibility to check the requirements and documents needed with the requesting party. 

7.6. We do not take responsibility for any documents that are rejected by the FCDO or Consulate/Embassy, although we do our best to ensure they are in an acceptable format. We reserve the right to charge an additional service fee if it is necessary to resubmit the amended or new document to the FCDO or Consulate/Embassy if deemed necessary. 

7.7. Any turnaround or completion time stated by us is an estimate only and is not binding. 

7.8. We shall not be liable for failure to meet any estimated deadline due to factors outside our control, including delay by public authorities or third-party agents. 

7.9. Our total liability under or in connection with these Terms, whether in contract, tort (including negligence), or otherwise, shall not exceed the fees you paid for the specific Services giving rise to the claim. 

8. Events Outside of Our Control (Force Majeure) 

8.1. We will not be liable for any failure or delay in performing our obligations where that failure or delay results from any cause that is beyond our control.  Such causes include, but are not limited to: power failure, internet service provider failure, strikes, lock-outs or other industrial action by third parties, riots and other civil unrest, fire, explosion, flood, storms, earthquakes, subsidence, acts of terrorism (threatened or actual), acts of war (declared, undeclared, threatened, actual or preparations for war), epidemic or other natural disaster, or any other event that is beyond our control. 

8.2. If any event described under this Clause 8 occurs that is likely to adversely affect the performance of any of our obligations under these Terms and Conditions: 

8.2.1. We will inform you as soon as is reasonably possible; 

8.2.2. Our obligations under these Terms and Conditions will be suspended, and any time limits that we are bound by will be extended accordingly; 

8.2.3. We will inform you when the event outside of our control is over and provide details of any new dates, times, or availability of Services as necessary; 

8.3. If an event outside of our control occurs and you wish to cancel the Contract, you may do so. Any refunds due to you as a result of that cancellation will be paid to you as soon as is reasonably possible, and in any event within 14 Calendar Days of our acceptance of your cancellation notice; 

8.4. If the event outside of our control continues for more than 2 weeks, we will cancel the Contract and inform you of the cancellation.  Any refunds due to you as a result of that cancellation will be paid to you as soon as is reasonably possible, and in any event within 14 Calendar Days of our cancellation notice. 

9. Data Protection and Confidentiality 

9.1. We process your data in accordance with Applicable Law and the published Privacy Policy on our website. 

9.2. The Client consents to the processing and disclosure of personal data as reasonably required for the performance of the Services, including to the FCDO, embassies, consulates, solicitors, and couriers. 

9.3. All Documents and Client information shall be treated as confidential and shall not be disclosed to any third party except as required for service delivery or by law. 

10. Communication and Contact Details 

10.1. If you wish to contact us, you may do so by telephone at +44 (0) 204 630 6700 or by email at support@theapostille.co.uk 

10.2. In certain circumstances, you must contact us in writing (when cancelling an Order, for example, or exercising your right to cancel the Services).    

11. Complaints and Feedback 

11.1 We always welcome feedback from our customers and, whilst we always use all reasonable endeavours to ensure that your experience as a customer is positive, we nevertheless want to hear from you if you have any cause for complaint. 

11.2 All complaints are handled in accordance with our complaints handling policy and procedure. 

11.3. If you wish to complain about any aspect of your dealings with us, including, but not limited to, these Terms and Conditions, the Contract, or the Services, please contact us in one of the following ways: 

12.1. We may transfer (assign) our obligations and rights under these Terms and Conditions (and under the Contract, as applicable) to a third party (this may happen, for example, if we sell our business).  If this occurs, we will inform you in writing.  Your rights under these Terms and Conditions will not be affected, and our obligations under these Terms and Conditions will be transferred to the third party, who will remain bound by them. 

12.2. You may not transfer (assign) your obligations and rights under these Terms and Conditions (and under the Contract, as applicable) without our express written permission. 

12.3. The Contract is between you and us.  It is not intended to benefit any other person or third party in any way, and no such person or party will be entitled to enforce any provision of these Terms and Conditions. 

12.4. If any of the provisions of these Terms and Conditions are found to be unlawful, invalid, or otherwise unenforceable by any court or other authority, that/provision(s) shall be deemed severed from the remainder of these Terms and Conditions.  The remainder of these Terms and Conditions shall be valid and enforceable. 

12.5. No failure or delay by us in exercising any of our rights under these Terms and Conditions means that we have waived that right, and no waiver by us of a breach of any provision of these Terms and Conditions means that we will waive any subsequent breach of the same or any other provision. 

13. Governing Law and Jurisdiction 

13.1. These Terms and Conditions, the Contract, and the relationship between you and Us (whether contractual or otherwise) shall be governed by and construed in accordance with the law of England & Wales.  

13.2. Any dispute, controversy, proceedings or claim between you and us relating to these Terms and Conditions, the Contract, or the relationship between you and us (whether contractual or otherwise) shall be subject to the jurisdiction of the courts of England and Wales.