Refund refused for unused service – very disappointing experience
I purchased a registered office service from Ghost Mail Ltd. (Order GM037870), but the service was never activated, never registered with any authority, and never used in any way.
My company was ultimately established in the United States, so the UK address provided by Ghost Mail was not required and has never been utilized.
Despite explaining this situation clearly and providing full details, the company has repeatedly refused to issue a refund, stating that their terms and conditions do not allow it. However, charging for a service that was never used and provided no benefit is, in my opinion, unfair and unreasonable.
I have made multiple attempts to resolve this matter directly with their customer service team, but their position has not changed. I have now escalated this issue to the relevant authorities and consumer protection organizations in the United Kingdom.
I would have preferred to resolve this matter amicably, and I am still willing to withdraw my complaints if a fair refund is issued.
Until then, I cannot recommend this service based on my experience.
Thank you for your response.
I understand your position regarding your terms and conditions. However, I would like to clarify that in my case, the service was never activated, never registered with any authority, and never used in any way.
While I acknowledge that the service may have been made available, no actual benefit was received, and the address was never utilized for any business activity.
I believe there is a clear difference between a service being technically “available” and a service being meaningfully “used” or providing value to the customer.
I made multiple good-faith attempts to resolve this matter directly before escalating it. Unfortunately, no flexibility has been shown despite the circumstances.
The matter has now been formally raised with the relevant UK authorities, and I will continue to follow the process.
However, I remain open to resolving this amicably. If a refund is issued, I will update my review accordingly and consider the matter resolved.
Thank you.
Thank you for the reminder.
I would like to provide further clarification regarding my review of Ghost Mail Ltd.
The service I purchased (Order GM037870) was a registered office/address service. However, it was never actively used, never registered with any authority, and did not provide any practical benefit to my business, as my company was ultimately established in the United States.
Despite explaining this situation clearly to the company, my refund request was refused on the basis of their terms and conditions, without consideration of the actual usage or value received.
I understand their terms state that business services are non-refundable once provided. However, my concern is that the service, while technically “made available,” did not result in any real-world usage or benefit.
I attempted multiple times to resolve this matter directly and amicably, but no flexibility was offered.
For this reason, I escalated the issue to relevant UK authorities for review.
I am still willing to update my review if the situation is resolved fairly through a refund.
Thank you.
Reply from Ghostmail
Dear Ejder,
We are sorry to read your review, however it is important to clarify the position for transparency.
The service you purchased (Order GM037870) was a Registered Office Address service, which is a business-to-business, non-refundable service, as clearly stated within our Terms and Conditions and on the product page at the time of purchase.
Upon placing your order:
Your account was created
The service was provisioned and made available for immediate use
The address was allocated and ready to be used for registration
As such, the service was fully provided, regardless of whether you ultimately chose to use it.
Your decision to incorporate your company in the United States rather than the UK is entirely separate from the service supplied and does not affect the contractual position. The service was available to you in full from the point of purchase.
We also note that our terms clearly state that:
Business services are non-refundable once provisioned
There is no cooling-off period for business-to-business transactions
These terms are standard across the industry.
We understand that circumstances can change, and while we aim to be as accommodating as possible, we must apply our terms consistently and fairly to all customers.
If you require any further assistance or wish to make use of the service you have purchased, our team remains available to help.
Kind regards,
John Hewitt
Operations Director
Ghost Mail Limited