Refund policy

Rellony Rescue · last updated 16 October 2026

You only pay when we can help. The free check looks at your rating and your first answers before you pay. If we can’t help — a rating of 0, a formal notice or closure, a mention of illness or an allergic reaction, or a business that isn’t a caterer — we tell you who can, and you’re never asked to pay.

After you’ve paid, we refund the full £79 if:

• it comes to light after payment that we can’t help (for example, you tell us later that your letter shows a formal notice);
• your pack isn’t released within 24 hours of you finishing the questions and you ask us to cancel;
• the FSA’s pack changes or is withdrawn before your pack is released so that we can’t fill it in, and you ask us to cancel;
• within 14 days of day 0 you show us an error we caused — for example the pack doesn’t match your answers — and we can’t correct it within 2 working days;
• you were charged twice for the same order.

We don’t refund:

• because a council later gives the same or a lower rating, refuses a re-visit request, or charges a fee — those are council decisions, and we never promise an outcome;
• a change of mind once your pack has been released — it is made for your business and delivered straight away.

How: email rescue@rellony.com from the address you paid with. Approved refunds go back through PayPal, normally within 2 working days of approval; your bank or PayPal may take longer to show it.

Last updated: 16 October 2026