Refund Policy

Our refund approach is based on one simple principle: the stage of service at the time the refund is requested.

Before We Start

If you request cancellation within 24 hours of submitting your application, and verification work has not started, you may be eligible for a refund.

A 10% administration fee and any costs already incurred on your application will be deducted from the refundable amount.

Once We Start

Once CSG has started validation, verification, contacted a source or Issuing Authority, or incurred a third-party cost, the related service fees become non-refundable. This also applies where:

• A verification cannot be completed despite reasonable attempts;
• The information verified results in a discrepancy or adverse finding; or
• Your application is later rejected or not approved by a client, regulator, government authority, or professional body.

You are paying for the verification service, not for a guaranteed result or approval.

If Something Goes Wrong

• If you are charged twice for the same service because of a confirmed technical issue, we will refund the duplicate payment in full.
• If CSG collects a third-party fee that is ultimately not required or paid, the unused eligible amount will be returned to you.
• If CSG is unable to deliver a paid service for reasons attributable to CSG, we will assess the unused portion of the service and refund the eligible amount.

Getting Your Refund

Once approved, CSG will initiate the refund within 5–7 working days using the original payment method. Your bank or payment provider controls the final crediting time, which may take up to 45 days.

Different Program, Different Rules

Some CSG services are delivered for specific clients, regulators, government authorities, or programs. Where a program has its own cancellation or refund conditions, those conditions will apply instead of this general policy.

Administration Fee

The 10% fee covers administrative and operational activities already undertaken in processing the application.