Refund and Cancellation Policy

1. Scope This policy explains how the portal deals with payment problems. Whether a refund is due, and how much, is decided by the Council under its approved financial procedures. This policy does not itself create a right to a refund, and does not declare any fee non-refundable.

2. Duplicate transactions If the same fee was paid more than once, contact the Council through the Contact page with all the payment references (RRRs). The Council will verify the payments with the gateway and decide on a refund of the duplicate.

3. Failed transactions where money was deducted If money left your account but the portal shows the payment as failed or pending, do not pay again. Send the RRR, the date, the amount and your bank's evidence of the debit. The Council will check with the gateway; a payment confirmed as received is applied to your application.

4. Incorrect payments If you paid the wrong amount or for the wrong item, contact the Council with the details. The portal itself only ever asks for the fee set for your application.

5. Making a request Use the Contact page. Include your name, account email, application or permit number, the RRR, the amount and the reason. Never send card details or passwords.

6. Verification and authorisation Every request is checked against the payment gateway's records. A refund, where approved, is authorised by the Council's responsible officers and recorded in the portal's audit trail.

7. Processing and communication The Council will tell you the outcome by email. Refunds, where approved, are paid back through the payment channel or as the Council directs.

8. Cancelling an application or renewal An unpaid renewal can be cancelled from the renewal page. A paid fee is not cancelled by withdrawing an application; ask the Council whether any refund applies.