Refund policy

As a consumer you normally have 14 days to cancel a service bought online. Because we start work on your application straight away, you are asked to agree that we may begin before the 14 days end. Where you agree to that, your right to cancel ends once the service has been fully performed — that is, once your application has been submitted to the Environment Agency.

• You cancel before we submit your application.
• We are unable to submit your application for a reason within our control.
• You were charged twice for the same order.
• You were charged in error.

Where your application has already been submitted, the statutory registration fee is paid to the Environment Agency and cannot be recovered by us. In those cases we will refund our service fee only where the fault lies with us.

If fast track processing was purchased but we failed to meet the fast track timescale, we will refund the fast track fee. Additional registration cards that have not yet been ordered are refunded in full.

We also cannot refund because you later decided you did not need a registration, or because you could have applied directly for a lower fee — this is stated clearly throughout the site before you pay.

1. Email support@waste-licence.org.uk from the address used on your order.
2. Include your order reference (for example WCL-2026-123456).
3. Tell us briefly why you are requesting a refund.

We acknowledge requests within one working day and decide within five working days. Approved refunds are returned to the original payment card and usually appear within 5 to 10 working days, depending on your bank.

Please contact us before raising a chargeback with your bank. In almost every case we can resolve the issue faster directly.

This policy forms part of our terms and conditions. See also our privacy policy.