1. Scope and Acceptance

All services and products supplied by Phoenix Safety Consultants Private Limited AKA Phoenix Cosmetic Safety ("Phoenix", "we", "us") are non-refundable, except in the limited circumstances expressly set out in this Policy. No other refund right exists unless required by law.

1.1 This Policy forms part of our Terms of Service and applies to every order, quote, invoice, subscription and service agreement, whether placed online, by email, by phone or through a third party.

1.2 By placing an order, paying a deposit, paying an invoice, signing a quote or submitting any documentation to us, you confirm that you have read, understood and accepted this Policy in full. You are bound by it whether or not you have read it.

1.3 Our services are supplied for business and professional purposes (cosmetic brands, manufacturers, distributors and formulators). By ordering, you confirm that you are acting in the course of a business.

1.4 Where this Policy conflicts with any other statement, advert, email or verbal comment made by any member of our team, this Policy prevails. No employee, assessor or agent has authority to vary, waive or add to this Policy unless it is agreed in writing and signed by a Director of Phoenix.

1.5 Any refund, credit or concession granted in one case is a goodwill gesture only. It does not create a precedent, waive any term, or entitle you or any other client to the same treatment.

2. Definitions

Order means any purchase, booking, quote acceptance, invoice payment or deposit for our services.

Order Date means the date and time we receive payment or written acceptance of a quote, whichever is earlier.

Work Commenced means any of the following has happened: an assessor, consultant or project manager has been assigned; any client document, formula, SDS or label has been opened or reviewed; any on boarding, intake form, portal account or project file has been created; any communication about the substance of the service has been sent; any software, database or regulatory tool has been used for your project; or any submission or notification has been started.

Client Documentation means formulas, ingredient lists, percentages, Safety Data Sheets SDS, specifications, test reports, artwork, labels, claims and any other information you supply.

Verified Error means an error, omission or technical mistake that we confirm, in writing and at our sole discretion, was caused solely by Phoenix and not by Client Documentation, third parties or regulatory authorities.

Delivered has the meaning given in Section 8.

Breach means any failure to comply with this Policy or our Terms of Service, including the obligations listed in Section 5.

3. Non-Refundable Services

Every service listed below is non-refundable, non-transferable and non-exchangeable once the Order is placed, except for the narrow cancellation right in Section 4.

3.1 Regulatory and digital services

1. Cosmetic Product Safety Reports (CPSR), Parts A and B
2. Product Information File (PIF) creation, updates and maintenance
3. EU and UK Responsible Person (RP) services, including annual or recurring fees
4. CPNP and SCPN notifications, amendments and withdrawals
5. Label, claims and artwork compliance assessments
6. Ingredient, formulation and toxicological reviews
7. Regulatory consultancy, calls, meetings and advice
8. Any document, template or report delivered electronically

3.2 Customised and technical work

1. Tailored compliance documents and bespoke formula assessments
2. Safety assessor hours reserved or allocated to your project
3. Custom filings or notifications with any authority
4. Translations, data formatting and document conversion
5. Corrections, amendments or re-assessments requested by you
6. Rush, priority or expedited service fees

3.3 Fees that are never refundable in any circumstances

1. Administrative, onboarding and processing fees
2. Deposits and retainers
3. Third-party costs paid on your behalf (laboratory, authority, courier, translation or software fees)
4. Payment processor and bank charges
5. Subscription and recurring fees for any period that has started

Recurring RP and subscription services may be cancelled for future periods only, with at least 30 days' written notice before the next renewal date. No refund is given for the current or any past period.

4. Cancellation Before Work Commences

The only cancellation right is a partial refund if you cancel in writing within 24 hours of the Order Date and before Work Commenced. There is no other cancellation window.

4.1 All of the following conditions must be met. If any one is not met, no refund is payable:

• Your cancellation request is sent by email to support@phoenixcosmeticsafety.com within 24 hours of the Order Date. Requests by phone, social media, chat or to an individual staff member are not valid.
•  Work has not Commenced, as defined in Section 2.
• You are not in Breach of this Policy or our Terms of Service.
• You have not opened a chargeback, payment dispute or claim with your bank or card provider.

4.2 If all conditions are met, we will refund the amount paid minus an administrative and processing fee of [insert fixed amount or percentage, e.g. 25%] and any non-refundable fees listed in Section 3.

4.3 Approved refunds are paid only to the original payment method, within 14 working days of approval. We do not refund in cash or to a different account.

4.4 After 24 hours, or once Work has Commenced (whichever is sooner), the Order is final and strictly non-refundable.

4.5 Inactive and abandoned Orders. You must submit your complete Client Documentation within 3 months of the Order Date. If you do not, or if you stop responding to us for 3 months at any point during the project, the Order is treated as abandoned and cancelled by you. In that case:

1. No refund, credit or transfer to another Order is available under any circumstances.
2. 100% of all fees paid are deducted and retained in full.
3. Any unpaid balance on the Order remains due.
4. Any reserved assessor time, slot or pricing is released.

This applies even if no work has been carried out, because assessor capacity and resources are reserved for you from the Order Date. Sending a partial set of documents, or asking for more time, does not pause or reset the 3-month period unless we agree an extension in writing. To restart an abandoned project, you must place and pay for a new Order at our current prices.

5. Client Obligations

You are solely responsible for the accuracy and completeness of everything you give us. Our work relies on it, and we do not independently verify it unless expressly agreed in writing.

You must:

1. Supply complete, accurate and truthful Client Documentation, including full formulas with exact percentages, current SDS, specifications and stability, challenge and compatibility data where required.
2. Supply all requested information within the deadlines we set, and reply to our queries within 10 working days.
3. Tell us in writing before assessment of any formula, supplier, raw material, packaging or claim change. Any change after assessment requires a new, separately paid assessment.
4. Use our reports, files and notifications only for the specific product, formula and market they were prepared for.
5. Not share, resell, copy or reuse our documents for other products, brands or third parties without our written consent.
6. Label, manufacture and market your products exactly as assessed.
7. Pay all invoices in full and on time.
8. Communicate with our team respectfully. Abusive, threatening or harassing behaviour will not be tolerated.

We are not responsible, and no refund, credit or free rework is available, for any issue arising from:

• Inaccurate, incomplete, false or unverifiable Client Documentation
• Incorrect ingredient percentages or undisclosed ingredients
• Missing SDS or technical data
• Formula, supplier or packaging changes made after assessment
• Mislabelling, misleading claims or non-compliant marketing by you
• Manufacturing, contamination, stability or quality failures
• Decisions, delays, requests or rejections by regulatory authorities or other third parties
• Changes in law or regulation after the date of delivery

6. Breach and Forfeiture of Refund Rights

If you Breach this Policy or our Terms of Service, you immediately and permanently lose any right to a refund, credit, replacement or free correction for the affected Order.

6.1 Any of the following is a Breach that triggers forfeiture:

• Supplying false, incomplete, misleading or altered Client Documentation
• Changing a formula, supplier, label or claim without telling us in writing
• Using our documents for a product, formula, brand or market other than the one assessed
• Sharing, reselling or reusing our work without written consent
• Missing deadlines for information or replies, or abandoning the project (Section 4.5)
• Late or partial payment
• Opening a chargeback or payment dispute in breach of Section 9
• Abusive, threatening or harassing conduct towards our staff
• Any attempt to obtain a refund by misrepresentation

6.2 On a Breach, we may, at our sole discretion and without further notice:

1. Suspend or stop all work on the affected Order and any other Order you hold with us.
2. Withhold delivery of any documents not yet released.
3. Withdraw, or decline to maintain, any Responsible Person designation or notification where continuing would put us at regulatory risk.
4. Invoice you for all work carried out to date at our standard hourly rates, even if this exceeds the amount already paid.
5. Retain all amounts paid as reasonable compensation for resources allocated.
6. Terminate our relationship and refuse future Orders.

6.3 Forfeiture under this Section applies even if the Breach is discovered after delivery. Where a refund or credit was already given and a Breach is later found, you must repay it in full within 14 days of our written demand.

6.4 Suspension or termination for Breach does not release you from any unpaid fees.

7. Errors Caused by Phoenix Cosmetic Safety

If a Verified Error is reported on time, our remedy is to correct it free of charge. Correction is your sole remedy; cash refunds are not given for errors.

7.1 You must report the suspected error in writing to support@phoenixcosmeticsafety.com within 5 working days of the Delivered date. Your report must identify the document, the exact section and the nature of the error, with supporting evidence.

7.2 Claims reported after 5 working days are deemed waived and will not be accepted.

7.3 Once we confirm a Verified Error, we will, at our option:

1. Correct or amend the document or submission; or
2. Issue replacement documentation; or
3.  In exceptional cases only, issue a partial credit toward a future Order. Credits have no cash value, cannot be transferred and expire 6 months after issue.

7.4 The following are not errors and are not eligible for any remedy: differences of professional opinion, safety assessor judgments made within recognised guidance, formatting or style preferences, requests for additional content outside the purchased package, and anything caused by Client Documentation.

7.5 One free correction round is included per Verified Error. Further revisions, re-assessments or changes you request are chargeable at our standard rates.

8. Delivery and Acceptance of Digital Files

A service is Delivered, fulfilled and final the moment we send the files by email, upload them to the client portal or share them by secure link.

8.1 Our sending logs, portal records and file-sharing records are conclusive evidence of delivery.

8.2 You are responsible for providing a correct email address, checking spam and junk folders, whitelisting our domain, and downloading and saving your files. Portal and share links may expire after 30 days.

8.3 If you do not report an error within the 5-working-day period in Section 7, the delivered work is deemed accepted in full.

8.4 Failure to receive, open, download or save files is not a ground for a refund. Re-sending files after 30 days, or recovering archived files, may be charged as an administrative fee.

8.5 Where a service involves an authority submission, it is Delivered when the submission is made, regardless of how long the authority takes to process it.

9. Chargebacks and Payment Disputes

You agree to raise any billing concern with us in writing first and give us 14 days to respond before contacting your bank or card provider.

9.1 We keep time-stamped records of communications, documentation progress, assessor allocation, work logs, file deliveries and your acceptance of this Policy at checkout. We will submit these to your bank or card provider to contest any unjustified dispute.

9.2 If you open a chargeback or dispute without first following Section 9, or for a service that was Delivered:

• All work and access to our services will be suspended immediately.
• You forfeit any refund or credit that might otherwise have applied.
• You will be liable for the disputed amount plus our reasonable costs of responding, including bank fees, administrative time and recovery costs.
• We may refer unpaid amounts to a collection agency or pursue them through the courts.

9.3 Knowingly false claims will be treated as attempted fraud and may be reported to the relevant authorities.

10. Limitation of Liability, Legal Rights and Contact

10.1 Liability cap. Our total liability for any claim relating to an Order is limited to the fees you actually paid for that Order. We are not liable for loss of profit, sales, stock, product recalls, regulatory penalties, business interruption or any indirect or consequential loss.

10.2 Statutory rights. Nothing in this Policy excludes or limits any right or liability that cannot lawfully be excluded or limited, including liability for fraud, or for death or personal injury caused by negligence. If any clause is found unenforceable, it will apply to the maximum extent the law allows and the rest of this Policy remains in full effect.

10.3 Changes. We may update this Policy at any time. The version in force on your Order Date applies to that Order.

10.4 Governing law. This Policy is governed by the laws of [England and Wales / insert jurisdiction], and the courts of that jurisdiction have exclusive jurisdiction.

10.5 Contact. All cancellation, refund and error requests must be made in writing to:

• Email: support@phoenixcosmeticsafety.com
• Website: www.phoenixcosmeticsafety.com

We aim to acknowledge requests within 3 working days. A request is only valid once acknowledged in writing.