Terms and Conditions
Record Searches
UK GRO Certificates offers a professional search and supply service for Birth Certificates,
Marriage Certificates and Death Certificates, obtaining them from the relevant official
sources.
As our searches are based upon information provided by you, we cannot accept responsibility
for any false or incorrect or incomplete information supplied.
Record Indexes
Record indexes starts from 1837 to 6 month earliar then current year in case of
Birth, Death, and Adoption certificate and 18 month earlier then current year
in case of Marriage certificate. Any request for after this date require a manual
search and for Births after 2006. The manual search means that the specified working
days is exceeded on the standard service and the express remains unaffected
we therefore recommend the express or Urgent service if a deadline has to be met.
Our Promise
The certificates supplied are certified copies issued by the government. We are
unable to amend or alter any information on the certificate/s this is how they were
originally recorded and stored on tape.
The non receipt of certificates or problems regarding your order must be notified
to us within 1 month of applying. If this time lapses we will not be able to help
you as the record will be closed.
Certificate Fees
Prices/Fees are subject to change without notice.
Order Processing
Processing time is up to 24 hours, resulting in an order received, for example on
Monday at 3:00pm would be deemed to have been processed Tuesday at 02:59pm.
The estimated despatch date
The estimated despatch date is the date we believe your order will be shipped depending
on the current volumes of work we have on hand. However, as noted, this is but an
estimated date and not an absolute date. On most instances, we are able to ship
orders much before the estimated dispatch date displayed, however there can be instances
when the order dispatch is delayed due to delays in order completion. Such delays
can be due incomplete details or wrong details etc..
Delivery
Certificates are sent out via standard Royal Mail 1st and 2nd class post which can
take 1-3 working days. Please note that we can not be held responsible for lost
or damaged certificates sent out via 1st or 2nd class. We highly recommend
Special or Recorded delivery.
Items are dispatched through the domestic postal system to the addresses requested
on the order. Despatch terms quoted are given in good faith. The given despatch
time is based on working days, and are counted from the first complete working day
onwards, and is deemed to commence following the processing time post receipt of
order.
Please note that during busy months standard orders may exceed the stated working
days. If you have any appointments or Holidays booked we recommend you opt for the
Urgent service as we cannot be held accountable for any losses or missed
appointments.
Refunds
The price of any requested Birth, Marriage, Death, and
Adoption certificate consists of two main partsm the cost of the
certificate itself, and the administration cost of the application, chiefly it's
Processing, Searching, Procuring and Delivering.
If we are unable to identify the certificate based on the information provided,
we may retain a processing and search fee, and refund you the balance.
Will and Probate: Please note that your payment is not refundable in the event
of a negative or no search result.
Decree Absolute: Please note that your payment is not refundable in the event of
a negative or no search result.
There is no facility to cancel or amend an order once it has been placed. Orders
feed directly into our production process, leaving us unable to stop the system.
We apologise for the inconvenience.
If you have asked us to make a search on your behalf and the search is unsuccessful,
UK GRO Certificates will provide a partial refund after deducting searches and administration
charges. The refund will be made directly to your credit/debit card you used to
order. An e-mail of explanation will also be sent to you at this time. Please do
not contact UK GRO Certificates to enquire about any refund made until you have
received and read this letter/email.
ail.
Any certificates which fail to reach the customer completely are classed as lost
in despatch, and may be reissued without any further charge to the customer, will
not fall under lateness, since the original certificate has been superseded by the
replacement.
We cannot be liable for issues beyond our control, such as postal strikes by the
Royal Mail. Delivery dates are never confirmed by ourselves, only the dates of dispatch.
All liability on orders placed (including, but not restricted to, Items lost in
post, replacement orders, errors and refunds) is confined to within six months from
the date of purchase. After this time all order details are liable to deletion,
to ensure customer privacy.
Cancel the Order
Regulation 13 (1) (a) "For the supply of services if the supplier has given
correct information and the performance of the contract has begun with the consumers
agreement before the end of the cancellation period."
Your contract with us is deemed to commence at the point of order, and as such the
above regulation applies and UK GRO Certificates do not offer the right to cancel
once the order has been made.
We cannot be held responsible nor liable for any event which results from either
the delay or the non delivery of a certificate. Customers must be aware that items
can sometimes be delayed or lost in despatch.
Late despatch is defined as being at least one complete working day after the defined
period. So a priority certificate is only defined late if not despatched within
two working days, a Express certificate is only defined late if not despatched within
six working days, and a standard certificate is only defined late if not despatched
within sixteen working days.
Customer Services
Your first point of contact should be e-mail
csrv@ukgrocertificates.co.uk and we will endeavour to resolve your complaint.
Please quote your order reference number in all correspondence.