Terms and Conditions

1. General Information

1.1 Introduction
These Terms and Conditions (“Terms”) govern your use of the services provided by Ace Apostille UK Ltd (Company No. 16133201), registered at 60 St. Martin’s Lane, London, United Kingdom, WC2N 4JS (“we”, “us”, “our”). By using our website and placing an order, you agree to be bound by these Terms.

1.2 Eligibility
By using our services, you confirm that you are at least 18 years of age, have legal capacity to enter into a binding agreement, and are acting on your own behalf or with full authority to represent another party.

1.3 Entire Agreement
These Terms, along with our Privacy Policy and Cookie Policy, constitute the entire agreement between you and Ace Apostille UK Ltd and supersede any prior agreements or understandings, whether oral or written.

1.4 Amendments to These Terms
We reserve the right to modify these Terms at any time. Any changes will be effective immediately upon posting on our website. Your continued use of our services after such modifications constitutes your acceptance of the new Terms.

1.5 Governing Law
These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

1.6 Contact Information
For questions or concerns about these Terms, please contact us at info@aceapostille.com.

2. Our Services

2.1 Description of Services
Ace Apostille UK Ltd is an intermediary service provider. We act as your agent to submit your documents to the UK Foreign, Commonwealth & Development Office (FCDO) for the purpose of obtaining a Hague Apostille. We do not issue Apostilles ourselves.

2.2 Third-Party Services
We may offer additional services, such as translation, legalisation and notarisation, through vetted third-party providers. While we make reasonable efforts to partner with reliable service providers, we are not liable for the actions, errors, omissions, or delays of these third parties. You acknowledge that by opting for these services, you permit us to disclose your documents to the relevant providers for service fulfilment.

2.3 No Legal Advice
Our services do not constitute legal advice. Any information provided is for general informational purposes only. Customers are responsible for seeking independent legal counsel where necessary.

2.4 Right to Refuse Service
We reserve the right to refuse or cancel any order at our sole discretion, including but not limited to concerns about legality, authenticity, or suspicion of fraudulent activity.

3. Orders, Delivery, and Customer Obligations

3.1 Order Placement and Fulfilment
Orders must be placed through our official website. By placing an order, you confirm that the documents provided are accurate, authentic, and meet the FCDO’s requirements. It is your responsibility to ensure your documents are fully compliant.

3.2 Sending Documents
You are responsible for securely sending your documents to our address in good condition. We shall not be liable for any damage, loss, or delay incurred during transit. Customers must provide accurate and complete contact information. You must ensure that your documents are not tampered with, altered, or forged.

3.3 Delivery
Check our dedicated page for our Courier Delivery, Claims and Compensation Policy

4. Fees, Refunds, and Dispute Resolution

4.1 Fees and Payment
All payments must be made in full at the time of order. In the event of customer non-payment, we reserve the right to charge interest at 8% above the Bank of England base rate. Compensation will be charged for the full cost of debt recovery, whether internally or via third-party agencies. We may refuse service until payment is received.

4.2 Refund Policy
We do not offer refunds as standard once an order has been placed.

Where a customer decides, of their own accord, not to proceed with an order, we may, at our sole discretion, offer a refund. Any such refund will be subject to the deduction of any card transaction fees, payment processing fees, and a management fee of £5.00.

Where an appointment has been booked and the customer fails to attend that appointment, and subsequently decides to cancel the order, any discretionary refund granted will be limited to 50% of the total amount paid.

Refunds, where applicable, will only be processed to the original payment method used at the time of purchase.

Refunds will not be issued for dissatisfaction or delays arising from courier delays, third-party errors, incomplete or incorrect customer-provided documents, or document rejection by the FCDO or any other official authority.

4.3 Dispute Resolution
Any disputes arising from the use of our services will be reviewed within 30 days. The final decision will be communicated in writing via email. You agree to resolve disputes with us before pursuing external mediation, arbitration, or litigation.

5. Liability and Legal Disclaimers

5.1 FCDO Document Rejection
If the FCDO rejects your document, Ace Apostille UK Ltd shall not be held liable. Responsibility lies solely with you to ensure the document meets all necessary criteria. The FCDO do not offer refunds for their disbursement fees. In case of re-application, a new disbursement fee must be paid by the customer.

We might offer free FCDO resubmission for orders that have included our own notarisation, solicitor or legalisation process. We do not offer free re-submission for documents that have been certified (either with an embassy, notary or solicitor) or translated by third-parties.

5.2 Limitation of Liability
To the fullest extent permitted by law, Ace Apostille UK Ltd will not be liable for any indirect, incidental, or consequential damages, including but not limited to delays, rejections, or service failures. Our total liability shall not exceed the total fees paid by you for the services rendered.

5.3 Force Majeure
We shall not be liable for delays or failure in performance resulting from causes beyond our reasonable control, including but not limited to acts of God, government restrictions, postal strikes, train strikes, pandemics, or courier delays.

5.4 Indemnity
You agree to indemnify, defend, and hold harmless Ace Apostille UK Ltd, its directors, and employees from any claims, liabilities, damages, losses, or expenses, including legal fees, arising out of or connected with your use of our services, breach of these Terms, or violation of any applicable law.

6. Data Protection and Privacy

6.1 GDPR Compliance
Ace Apostille UK Ltd is compliant with the General Data Protection Regulation (GDPR). We take appropriate technical and organisational measures to safeguard the information you provide.

6.2 Information Disclosure
We may need to disclose your document and personal information to third-party providers such as translation agencies or notaries to fulfil your order. By using our services, you expressly consent to the collection, processing, and sharing of your data with trusted third-party service providers for the purposes of fulfilling your order. We ensure all providers adhere to GDPR standards and implement contractual safeguards for data protection.

6.3 Privacy and Cookie Policies
Our Privacy Policy (https://aceapostille.com/privacy-policy) and Cookie Policy (https://aceapostille.com/cookie-policy) detail how we collect, use, and store your data.

7. Complimentary PDF Scans

7.1. Following completion of the legalisation process, Ace Apostille will ordinarily send the Client a complimentary PDF scan of the completed document by email. The scan will be sent to the email address provided by the Client when placing the order, unless an alternative email address has been agreed in writing.

7.2. The complimentary PDF scan is provided solely as evidence that the legalisation services instructed and paid for by the Client have been completed. Scanning is not a separately charged element of the Services and the complimentary PDF is not:

7.2.1. a certified copy of the document;

7.2.2. an official digital document or electronic legalisation;

7.2.3. an archival or professional reproduction of the original document; or

7.2.4. a substitute for the completed original document.

7.3. The complimentary service includes a PDF scan of up to 10 pages for each legalised document. Each scanned side of a sheet will count as one page.

7.4. Where a document contains more than 10 pages, we may scan only the pages displaying the Apostille, consular legalisation, certification, official stamps or other evidence of the completed services, together with any pages we reasonably consider necessary to identify the document. A complete scan of a document containing more than 10 pages is not included in the complimentary service.

7.5. If the Client requires a complete scan of a document containing more than 10 pages, this must be requested in writing before the legalisation process is completed. The scope, price and delivery requirements must be expressly agreed with Ace Apostille and any applicable charge must be paid in full. Ace Apostille is not obliged to provide a complete scan after the original document has been dispatched, collected or otherwise left its possession.

7.6. Ace Apostille will take reasonable care when producing the complimentary PDF. However, legalised documents may be stapled, bound, sealed, ribboned, embossed or made up of pages of different sizes. To protect the integrity of the legalised document, Ace Apostille will not remove or interfere with any Apostille, binding, ribbon, seal, staple or other official attachment solely for scanning purposes.

7.7. As a result, complimentary scans may contain visible staples or bindings, partially obscured corners, page borders, shadows, glare, differences in page size or orientation, minor skewing, colour variations or image compression. These characteristics do not indicate that the legalisation service has been performed incorrectly and will not, by themselves, entitle the Client to a rescan, refund, compensation or repeat performance of the legalisation service.

7.8. We will usually endeavour to send the PDF on the same working day that the legalisation process is completed. However, the delivery time of a complimentary PDF is not guaranteed and does not form part of any quoted legalisation turnaround time. Where same-day delivery is not reasonably possible, the PDF will be sent as soon as reasonably practicable. The completed original document may be dispatched or made available for collection before or after the PDF email is sent.

7.9. Complimentary scans are not produced or quality-checked for any particular third-party application. We do not guarantee that a complimentary PDF will satisfy the technical, resolution, formatting, file-size, colour, printing or submission requirements of any embassy, consulate, visa authority, educational institution, employer, government department or other receiving organisation.

7.10. Any decision to use a complimentary PDF for a visa application, immigration application, online submission or any other third-party purpose is made at the Client’s discretion. The Client is responsible for confirming the receiving organisation’s requirements. Once the original document has been returned or collected, the Client may produce their own scan to the standard required by the receiving organisation.

7.11. The Client must ensure that the email address supplied to us is correct, accessible and authorised to receive documents which may contain personal or confidential information. The Client is responsible for checking spam, junk and email-security folders and for protecting the PDF after receipt.

7.12. The Client should download, inspect and securely retain the PDF promptly after receiving it. Any corrupted file, missing legalisation page or material illegibility affecting the evidence of completed legalisation should be reported to Ace Apostille as soon as reasonably possible and, in any event, within 30 days of the PDF being sent. Where reasonably practicable, Ace Apostille may resend the existing file or produce a replacement scan if the original document remains in its possession. This does not create an obligation to recall or recover a document that has already been dispatched or collected.

7.13. Electronic scan files may be retained by Ace Apostille for operational, security and complaint-handling purposes. Ace Apostille may permanently delete a scan at any time after 90 days from completion of the Services, without further notice to the Client. Some files may be retained for longer where reasonably necessary or required by law, but Ace Apostille has no obligation to store, retrieve or resend any complimentary scan after the initial 90-day period.

7.14. The availability, timing or appearance of a complimentary PDF does not affect the validity or completion of the legalisation service performed on the document.

8. Legal Framework

8.1 Intellectual Property
All website content, including text, graphics, and logos, is the property of Ace Apostille UK Ltd and protected under UK intellectual property laws. You may not use or replicate any content without prior written consent.

8.2 Severability
If any provision of these Terms is found unenforceable, that part shall be severed, and the remainder shall remain in effect.

8.3 Waiver
Failure by us to enforce any provision shall not constitute a waiver of that or any other provision.

Last updated: August 2026