Last updated: 8 September 2026

This policy explains when you can cancel an order and what we can refund. It forms part of our terms and conditions.

1. Cancelling before we submit

If you change your mind before we have submitted your registration to the Environment Agency, email support@waste-licence.org.uk and we will cancel your order and refund the full amount paid.

2. After we have submitted

Once your registration has been submitted, the statutory registration fee has been paid to SEPA and cannot be recovered by us. Our service fee is no longer refundable at that point because the work has been carried out.

3. Applications refused by SEPA

If a registration is refused for reasons within our control, such as an error we made when preparing your submission, we will refund our service fee in full. Refusals arising from inaccurate information you supplied, or from SEPA's own discretion, are not refundable.

4. Duplicate payments and overpayments

Duplicate or incorrect payments are refunded in full as soon as we identify them, or as soon as you tell us.

5. Fast track and extra cards

Fast track processing and additional registration cards are refundable while your order is still awaiting submission. Once fast track processing has begun, or cards have been produced, they are not refundable.

6. How to request a refund

Email support@waste-licence.org.uk with your order reference and the reason for your request. We will respond within five working days, and approved refunds are returned to the original payment card, usually within 10 working days.