Terms and Conditions Tax Refunds
This page was last updated on 06 December 2018.
We try to keep our Terms and Conditions easy to understand and avoid too much legal jargon. That way, we hope you’ll read them in full and have a better understanding of our relationship. By using any of our services, you are agreeing to these terms and conditions. If you have any queries about what these terms and conditions mean, please contact us.
In these Terms and Conditions:
“We”, “us” and “our” refer to RIFT Tax Refunds, a trading name of RIFT Ltd. We’re a company incorporated in England and Wales (Company number: 04088211). Our registered office is RIFT House, 200 Eureka Park, Upper Pemberton, Kennington, Ashford, Kent, TN25 4AZ
“You” and “your” refer to you or anyone else using our Services, which are explained below, and services provided via our website, riftrefunds.co.uk, that require you to enter personal information.
2. Our Services
Using all the information you have provided in your Tax Refund Pack, and via telephone calls and emails, RIFT will assess and calculate your claim, and complete and submit the appropriate signed forms to obtain a tax refund from HMRC.
If HMRC require you to submit a Tax Return, but a Tax Refund is not available or suitable, RIFT will calculate how much tax you owe, and complete and submit a signed Tax Return to HMRC.
Handling an enquiry from HMRC
If HMRC launch an enquiry into your Tax Return or Tax Refund claim, RIFT will gather the required information and respond to all queries from HMRC until the enquiry is closed. If RIFT submitted the Tax Return or Tax Refund claim, we will handle the enquiry free of charge. If you would like us to defend an HMRC enquiry for a tax return or tax refund claim that RIFT have not submitted, a cost may be incurred.
After your refund's paid out, we'll contact HMRC to check and update your tax code.
We do this because HMRC may automatically change your tax code to include any job expenses previously claimed for. This change assumes that your travel and subsistence costs will continue to stay exactly the same. As our customers have a varied workplace and work pattern, we will remove any job expenses that HMRC add into your tax code as part of our aftercare service. This will prevent you paying too little tax if your circumstances change.
If you'd prefer us not to contact HMRC to remove these expenses, please let us know. However be aware that if you decide to keep the expenses in your tax code, HMRC will expect you to justify them each year.
3. Our Obligations
3.1 We will accurately process all information you provide to us and take all actions necessary in connection with the provision of our Services as quickly as possible.
3.2 If HMRC charge a penalty for the late filing of a document or any other default which is caused by us, we will pay it. If it’s not our fault, you will have to pay it.
3.3 We maintain high standards of conduct in our dealings with government departments and others. We will decline to provide a Service if we believe that doing so may breach those standards. We will notify you as soon as we can if we decide not to provide a Service.
3.4 If you do not provide all the relevant information we cannot be held liable for the outcome of your Tax Refund or Tax Return.
3.5 RIFT will not be liable for any delays in Tax Refunds being paid to you that have been caused by HMRC’s procedures and security checks.
4. Your obligations
4.1 You agree to co-operate with us so that we can provide the Services in accordance with our obligations.
4.2 You agree to provide the information that we ask for promptly and to make sure that this information is true, accurate, correct and complete, including taking all the necessary steps to get this information from other sources if required.
4.3 You will keep accurate records and receipts as required by HMRC to support your Tax Refund claim.
4.4 You must tell us about all your sources of income and the amounts you receive, including any PAYE, self-employed, pension or rental income and any benefits received in every tax year for which RIFT is completing a Tax Refund claim or Tax Return. You must also provide honest, accurate and correct details of the money you have spent for the purposes of your work or business.
4.5 You are responsible for approving any Tax Refund claim or Tax Return before we submit it to HMRC.
4.6 You accept that you may have to pay back any money received where the claim was based on incorrect information provided by you. If that happens, you will have no right to claim back any money from RIFT, including our fee, unless we have made an error too.
4.7 You accept that as part of providing our service we will carry out all relevant anti money laundering checks on you, as required by law.
5. Our fees
5.1 Under normal circumstances we take our fee from your refund when we received it from HMRC, so you have nothing to pay up front. In the event that liabilities are owed to HMRC that were otherwise unknown to us at the time of submission, we reserve the right to recover the full charge from you for services provided.
If there is no refund due but you have to file a tax return anyway (e.g. if you're self-employed) we will ask you to pay our fee before we submit it.
5.2 For submission of a PAYE tax refund claim, our standard fee is 28% of the value of the claim plus VAT. A minimum fee of £45 +VAT always applies. Our PAYE RIFT Rapid Refund fee is 35% of the value of the claim plus VAT.
5.3 For submission of a CIS tax refund claim or CIS tax return, our standard fee is £245 plus VAT. Our CIS RIFT Rapid Refund fee is £345 plus VAT.
5.4 For handling an HMRC enquiry into a claim not submitted by RIFT, our fees are £65 per hour plus VAT (subject to a minimum fee of £65 plus VAT).
5.5 Our tax return services where no refund is due are subject to a minimum fee of £95 plus VAT.
6. How we handle your refund
6.1 You authorise us to receive payment of all sums relating to Tax Refunds claimed by RIFT on your behalf. We will deduct our fees from the sums received and promptly forward the balance to you.
6.2 If HMRC send a refund direct to you without our authorisation, you must pay our fee. We will take all legal and necessary action to retrieve any fees owed to us.
6.3 The calculations and computations we produce to submit your Tax Refund or Tax Return are for our use only. If you use these calculations to submit your own or a fraudulent claim we will seek payment for our work. We will take all legal and necessary action to recover any fees owed to us.
7. RIFT Rapid Refund
7.1 When applying for a RIFT Rapid Refund, you must provide accurate information. If any information you provide is incorrect or incomplete, such as undeclared fines, and results in a lower refund from HMRC then we will take all legal and necessary action to recover any money owed to us.
7.2 To qualify for a RIFT Rapid Refund, you must have no outstanding debts with HMRC and must not be declared bankrupt or under an IVA (Individual Voluntary Agreement).
7.3 RIFT will pay out the calculated refund within 24 hours of receiving the signed Tax Return provided that the Tax Return is received no later than 3pm on a working Friday (a Friday that is not a public holiday in England). Your bank or building society must be able to receive Faster Payments otherwise there may be a delay.
7.4 If the refund from HMRC is more than £20 higher than initially calculated, RIFT will refund the difference less our standard charge of 28% plus VAT.
7.5 You can opt out of the RIFT Rapid Refund process at any point up to the refund being paid out. If you do, your claim will follow our standard process and fees.
7.6 We reserve the right to transfer any client at any time from the Rapid Refund process to our standard process at our standard fee.
8. RIFT Guarantee
8.1 Under the RIFT Guarantee, if HMRC open an enquiry into your claim, we will handle the enquiry free of charge. If the enquiry results in any money being repayable to HMRC, we will make the repayment provided you have given us full and accurate information about your income, outgoings and any money you owe HMRC. You must make every effort to obtain the information required as part of HMRC enquiries. Failure to engage in this process may result in the RIFT Guarantee being withdrawn.
8.2 The RIFT Guarantee does not apply and you will have to make the repayment if:
8.2.1 You have provided incorrect or incomplete information, or
8.2.2 The repayment is for a claim we did not submit, or
8.2.3 You owe HMRC money which is nothing to do with the claim we have submitted.
9. Data protection and money laundering
9.1 We are registered for Data Protection (no. Z8756842) and have strict security measures to protect personal information. This includes following certain procedures (for example, checking your identity when you phone us) and encrypting (encoding) data on our websites.
9.2 Any personal data you provide to us will only be used to carry out our Services.
9.3 You agree to us storing this data in paper and/or electronic form. We will securely store all of your documents for 3 years in accordance with the retention policy guidelines, after this point they will be securely destroyed in accordance with the ISO BS EN 15713 standard of Secure Destruction of Confidential Waste. If you require your documents to be returned to you within this timeframe, please contact us.
9.4 We reserve the right to record and monitor some telephone calls, emails and other electronic communications for training and quality purposes.
9.5 We may contact you by using any contact details you have provided. You can ask us not to send you any information on our offers or services at any time by contacting us.
9.6 We will not pass your details to anyone outside of RIFT Ltd.
9.7 We are registered under the UK’s Money Laundering Regulations (no. 12250902). The legislation requires us to check your identity and keep evidence that we have done so. We will ask you to send us photographic ID and two proofs of address so that we can provide the Services which this legislation applies to.
10. If you need to complain
Most of our clients receive an excellent service. We have been established since 1999, and are proud of our commitment to quality and our dedication to customers. This has been recognised by a number of awards including the Kent Business of the Year 2012.
With thousands of clients every year, occasionally we might not get it right and if you are not happy with any aspect of our performance, we would like to know about it. We want to put it right and prevent it from happening again.
If you are not happy, please let a member of our staff know as soon as possible. In the majority of cases your complaint will be resolved immediately. If you wish to take it further please follow our Complaints Process below.
Tell our member of staff that you wish to discuss your issue with our Customer Care Team. Your contact details will be taken so that we can arrange a phone call at a convenient time.
Before your phone call a member of the Customer Care Team will speak with the member of staff involved in the matter and collate our notes of the issues and decisions at each stage.
The Customer Care Team will then try to deal with the issue by;
Establishing what has happened so far, and who has been involved
Clarifying the nature of the complaint and what remains unresolved
Clarifying what you feel would put things right
When the course of action has been decided and carried out, we will confirm with you that the issue has now been resolved and the complaint is closed.
If you want to make a formal complaint instead, please write to the Customer Experience Manager at RIFT Ltd:
200 Eureka Park
Your written complaint will be acknowledged in writing within 3 working days of its receipt. The reply will include information about how the issues raised will be dealt with, and a written commitment to send a formal, written, response within a further 20 working days.