Terms and conditions

These terms and conditions govern your use of the Wales Deed Poll Office website (www.walesdeedpolloffice.co.uk) and your purchase of deed poll services from Wales Deed Poll Office ("we", "us" or "our").

By placing an order with us you confirm that you have read, understood and agree to be bound by these terms and conditions, together with our privacy policy.

What we provide

We prepare customised deed poll documents for people wishing to change their name in Wales. Each deed poll is prepared specifically according to the information given in your application.

What we do not provide

• legal advice in relation to your name change
• deed poll enrolment (public record registration)
• services for name changes outside the United Kingdom
• assistance with updating records at government departments or other organisations

Prices

Our current prices are displayed on our website. All prices are in pounds sterling and include VAT where applicable.

Payment

Processing

We begin processing your application as soon as we receive your completed order and confirmed payment, and send you an email confirmation.

Delivery

Delivery usually takes 4 working days from the date you place your order. A working day is Monday to Friday, excluding UK bank holidays. The stated timeframe covers both processing and postal delivery.

All deed polls are delivered by Royal Mail to addresses within the United Kingdom. The envelope does not indicate its contents. We cannot deliver to PO Box addresses or to addresses outside the United Kingdom.

Lost or delayed orders

What we guarantee

A deed poll prepared by Wales Deed Poll Office, when correctly executed by being signed and witnessed in accordance with our instructions, will be accepted as evidence of a name change by:

• UK government departments and Welsh Government agencies, including HM Passport Office and the DVLA
• UK public bodies and agencies
• UK companies and organisations
• banks and financial institutions operating in the UK

If your correctly executed deed poll is not accepted by any of these organisations we will provide a full refund, subject to the conditions and exceptions below.

Conditions for a refund

Before issuing a refund under this guarantee we require:

• written evidence from the refusing organisation stating that the deed poll has not been accepted, and the reason for the refusal
• the opportunity to contact the refusing organisation directly to clarify the legal requirements and attempt to have your deed poll accepted

In our experience refusals usually occur because staff are not familiar with deed poll requirements, and we are normally able to resolve the matter by contacting the organisation directly.

Exceptions to the guarantee

The guarantee does not apply where you are not a UK citizen. If you hold another nationality, check the requirements of your country of origin before ordering. We cannot advise on, or guarantee acceptance of, deed polls by foreign governments or organisations.

For a child application, you must obtain written consent from every person with parental responsibility for the child. Without that consent your deed poll will not be accepted. It is your responsibility to determine who holds parental responsibility and to obtain their consent. Any information we give about parental responsibility is based on the details you supply and is not legal advice.

The guarantee does not apply where you have given false or inaccurate information in your application, or where your deed poll has been incorrectly signed, dated or witnessed. We provide clear instructions on how to execute your deed poll, and it is your responsibility to follow them.

The guarantee does not apply where your chosen name is rejected because an organisation's computer system cannot process it. This may include names that:

• exceed or fall short of the system's character limits
• contain special characters, accents or symbols
• contain numerical digits
• consist of a single name only, with no surname

The guarantee does not apply where an organisation refuses your chosen name on the grounds that they consider it:

• unpronounceable or incomprehensible
• excessively long
• vulgar, offensive or blasphemous
• chosen for fraudulent or frivolous purposes
• a trademarked name used for commercial purposes
• a presumed title, such as Lord, Sir or Princess
• suggestive of honours or qualifications, such as OBE or PhD

The fact that we accept your chosen name does not guarantee that every organisation will accept it.

The guarantee does not apply where an organisation requires additional documentary evidence and your deed poll alone is insufficient. Examples include:

• an updated passport bearing your new name
• medical evidence, in cases involving a change of gender marker
• several documents demonstrating use of your new name

We reserve the right to refuse an application for a name that:

• we have reasonable grounds to believe is chosen with fraudulent intent
• breaks the law, including names promoting hatred, discrimination or illegal activity
• in a child application, we consider demeaning or contrary to the child's best interests
• contains symbols or punctuation other than hyphens or apostrophes
• exceeds 300 characters in total, including forenames, surname and spaces

Because we begin processing your application immediately, and because each deed poll is a customised document prepared to your specifications, you are not entitled to cancel your order or obtain a refund.

Under Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods made to a consumer's specifications are exempt from the right of cancellation under those Regulations.

This does not affect your right to a refund under our acceptance guarantee, set out in section 4.

If we make an error on your deed poll through our own mistake, and not because of incorrect information you gave us, we will at our discretion:

• provide a replacement deed poll free of charge, or
• issue a full refund

Any replacement will be prepared and posted promptly at no additional cost to you.

To the fullest extent permitted by law, our total liability to you for any claim arising from your use of our service or website will not exceed the purchase price you paid.

We are not liable for:

• delay or failure caused by Royal Mail or other third-party providers
• your failure to execute your deed poll in accordance with our instructions
• refusal of your deed poll in circumstances covered by the exceptions in section 4
• any indirect, consequential, special or incidental loss, including loss of time, inconvenience or expenses incurred

While we work to ensure the information on our website is accurate and current, we cannot guarantee that it is complete, accurate or suitable for any particular purpose. The website and its contents are provided as they are, without warranties of any kind.

We do not warrant that our website will always be available, or that it will be free from errors, viruses or other harmful components. Your use of this website is at your own risk, and we recommend using appropriate anti-virus software.

Our website may contain links to third-party websites. We accept no responsibility for the content, accuracy or privacy practices of those websites.

All content on this website, including text, graphics, code, logos and design elements, is protected by copyright, trade marks and other intellectual property rights.

These terms and conditions are governed by and construed in accordance with the law of England and Wales.

We may amend these terms and conditions at any time and without prior notice.