Terms of Service

Service provision – Supply of specified tracing service. All services will be invoiced by Pavilion Digital Marketing Ltd. Please note all services are subject to pre-payment. Find UK People® will supply the service as outlined below.

Governing Law

These Terms of Service shall be governed by and construed in accordance with the laws of England and Wales under all circumstances. Wherever the term “UK” is used within these Terms of Service or other areas of the website, it shall be understood to refer exclusively to the law of England and Wales.

1. Service Provision & Scope

• Our services are intended for use by both professional clients (e.g. solicitors, landlords, companies) and individual consumers.
• If a client is acting in a personal capacity (as a consumer), statutory rights under the Consumer Contracts Regulations 2013 may apply. However, services that are personalised and delivered immediately upon order are exempt from cancellation under Regulation 28(1)(b).
• We reserve the right to decline or cancel any order without obligation to provide a reason, particularly where legal, ethical, or data protection concerns arise. In such cases, a refund may be issued at our discretion, unless work has already been undertaken.
• Services are provided by Pavilion Digital Marketing Ltd trading as Find UK People.
• We offer people tracing services exclusively within the United Kingdom (England, Wales, Scotland, and Northern Ireland).
• No international tracing or investigative services are provided outside of the UK.
• Employment tracing is not offered as a standalone service and is only available as part of a financial background report. Employment data is sourced from publicly available open sources (e.g. LinkedIn) and is strictly indicative and unverified.
• All services require prepayment and are governed by English and Welsh law.

2. Governing Law

• These Terms are governed exclusively by the laws of England and Wales and any disputes shall fall under the exclusive jurisdiction of the courts of England and Wales.

3. Holiday & Business Interruptions

• During bank holidays, Christmas, Easter, or periods of business disruption (including staff sickness), turnaround times may be extended by up to 15 working days. Maximum delivery time is 45 working days in such cases.

4. No Trace, No Fee & Refund Policy

• Standard UK address tracing services operate on a “no trace, no fee” basis, provided no report has been supplied.
• If a case is confirmed as offshore (subject no longer resident in the UK or has never been a UK resident), or the subject is confirmed deceased in the UK or abroad, the full fee is retained. This includes confirmation of offshore residency or non-UK presence via verified credit data or OSINT evidence.
• Refunds are processed within 24 hours of a confirmed negative trace result.
• Family, friend, or in-depth tracing services may incur an administrative fee of up to 50% of the paid fee in the event of a negative outcome, reflecting research and operational costs.
• Once a report is supplied, regardless of findings, no refunds are issued under any circumstances.

• Processing fees incurred from payment providers, such as PayPal or Stripe, are non‑refundable under all circumstances and will be deducted from any refund issued. This fee is typically 10% of the total transaction amount and covers both the payment provider’s transaction charges and our administrative costs.

  Where an administration fee has already been charged – such as the £49 plus vat admin fee, it is included within this 10% deduction. In cases where no administration fee has been charged, the processing fee will still apply to all refunds to cover the costs we incur in handling the original transaction and the refund.

Refunds, Fees, and Final Reports

• Find UK People operates a No Trace, No Fee policy for most standard tracing services. If we are unable to locate the subject and they are verified as a real person with an established UK presence, a full refund will be issued.
• The definition of whether a subject has been “located” is determined solely by Find UK People, based on verified data from reputable third-party data providers and our internal investigative methodology. This determination is final and not subject to client interpretation.

The full service fee will be charged in the following situations:

• A report or result has already been completed and supplied

• The subject is confirmed as deceased

• Reliable indication data confirms the subject has moved offshore (even if a specific address is not found)

• The service is a pre-sue, pre-enforcement, or financial background report

• The service is an in-depth people trace, friend or family tracing, or any case where substantial research has been carried out

• The service is clearly marked as non-refundable at the time of order

• The data supplied by the client is false, misleading, or insufficient (e.g. made-up individuals or untraceable contact details)

• Orders refused for compliance reasons (e.g., lack of GDPR basis or lawful interest) are subject to a non-refundable administration fee of £49 plus vat to cover time, data access, and compliance handling.

Other terms that apply

• In discretionary or goodwill refund cases, a fixed administration and processing fee of £49 + VAT will be retained to cover research time, compliance checks, and merchant handling costs. No further charges will apply.
• All basic-level trace reports are deemed full and final upon delivery. These are single-attempt services and do not include updates, follow-up work, refunds or rechecks unless otherwise agreed in writing.
• All decisions regarding trace outcomes, fees, refunds, or administration charges are made at the sole discretion of Find UK People and are final and non-negotiable.

5. Retrace & Assurance

• Address traces include a 30-day free recheck window.
• Requests made between 30 and 60 days from report date are subject to an admin fee, refundable only if the original data is confirmed incorrect.
• Retrace results are full and final. No further rechecks are provided.
• Only address tracing services carry a recheck policy. All other services are final with no recheck provision.

6. Research & Admin Fees

• Cases involving limited financial data, historical subjects, or non-existent identities are charged an admin fee of £49 + VAT or up to the full paid fee.
• If the subject is confirmed to be offshore, deceased, or fictitious, or no data exists due to inactivity or misidentification, the full fee will be retained to cover research efforts and reporting.
• Any case submitted with incorrect, fabricated, or misleading data, or where the subject does not exist, has never resided in the UK, or the request is deemed time-wasting or speculative, will be charged a minimum admin fee of £49 + VAT, or up to the full fee, to cover incurred costs.

7. Refund Conditions Summary

• No refund will be provided in the following cases:
  • A UK address is identified, even if incomplete or lacking flat/unit numbers.
  • The subject is confirmed deceased.
  • Consent is pending or refused.
  • Extensive research has been completed.
  • The subject is confirmed to be outside the UK or never held UK residency.
  • The subject was fabricated or submitted with false or misleading data.
• Refunds will only be issued where no report is generated, minimal research occurred, and the subject was verifiably not traceable.

8. Delivery & Timescales

• Reports are delivered via email only.
• Most services are completed within 7 working days. Complex cases may take up to 30 working days, subject to business interruptions.

9. Pre-Litigation & Financial Background Reports

• These are charged per case and are non-refundable.
• Supplied data is based on UK data sets and open-source intelligence. No accuracy or completeness warranty is given.
• Employment tracing (when included) is based on publicly accessible indicative data and is unverified.
• Up to 3 land registry checks are included for in-depth reports. Property checks are limited to England.
• No land registry documents are included in the service and these need to be requested at Land Registry, by the client, with the highlighted land registry title numbers, as shown within the report, if applicable.

10. Legal Compliance & GDPR

• Clients must ensure a lawful basis for processing personal data (e.g. contract, legal claim).
• We act as a data processor. Clients remain the data controller.
• Family and friend tracing requires consent from the subject. No address data will be shared with the client unless legally permitted.

11. Liability, Accuracy, Misrepresentation & Law Enforcement Cooperation

• All information is sourced in good faith from reliable UK third-party datasets.
• No guarantees are made regarding accuracy, completeness, or future validity of data.
• Clients must verify all data before acting and seek independent legal advice where appropriate.
• Clients are fully liable for any misrepresentation, misuse, or unlawful contact following use of our services. This includes, but is not limited to, harassment, GDPR violations, and any consequential legal claims. If data is misused or a tracing request is made on a false or misleading basis, the client agrees to indemnify Find UK People and its agents against all resulting claims, liabilities, damages, costs or expenses, including legal fees.
• Clients agree to indemnify and hold harmless Find UK People, its parent company, directors, staff, data suppliers, and approved partners from any and all liability, claims, or losses arising from the use of the information provided, including but not limited to defamation, emotional distress, reputational harm, financial losses, criminal proceedings, or civil litigation. Use of our services is entirely at the client’s risk and responsibility. In the event of suspected or confirmed misrepresentation, fraudulent intent, or any attempt to misuse our services for unlawful or unethical purposes, we reserve the right to retain all fees paid, decline to report or act further, and will cooperate fully with law enforcement or relevant regulatory authorities. All relevant data, including communications and order details, may be shared with such authorities upon request or where legally required. If a request is found to be based on misrepresentation, fraudulent intent, or submitted in breach of applicable UK law or GDPR requirements, we reserve the right to withhold reporting or tracing activity and retain the full fee paid. In such cases, we will cooperate fully with law enforcement, regulatory authorities, or any court proceedings, and clients remain liable for any resulting legal consequences, damages, or reputational impact.

12. Complaints

• Please direct complaints to [email protected] or by post to Find UK People, 303 Goring Road, Worthing, BN12 4NX.
• Complaints will be acknowledged within 5 working days.

13. Batch Tracing

• Requires prepayment.
• Completed within 15 working days (max 30).
• Supplied in good faith based on available UK data.
• No refund is available if a traced subject proves later to be uncontactable or if data is incomplete due to limitations of third-party data.

14. Restrictions & Exclusions

• We do not trace:
  • Persons under 18 years of age.
  • Adoption-related cases.
  • Cases where UK legal restrictions apply (e.g., restraining orders).
  • Subjects with no confirmed UK presence since birth.
  • Cases where prior tracing attempts have failed or been declined for ethical or legal reasons.
• Submitting fictitious or inaccurate data may result in an admin fee of £49+VAT or full fee retention.
• Divorce, Separation, or Ex-Partner Tracing Policy
  To ensure compliance with UK GDPR, the Data Protection Act 2018, and our safeguarding obligations, Find UK People® will only process tracing requests relating to divorce, separation, or ex-partners where the instruction is submitted directly by the requesting party’s appointed solicitor. This measure ensures that all such cases are legally justified, proportionate, and supported by professional oversight. Requests made directly by individuals in these categories will be declined. Cases related to divorce, separation, adoption, or an ex-partner will only be accepted if instructed by a solicitor. Any misrepresentation will result in liability for the client, and the fee paid will be non-refundable if substantiated.

15. Data Security & Retention

• All submitted data is encrypted using 256-bit SSL technology.
• Some data may be stored outside the EEA but remains fully GDPR-compliant.
• Personal data submitted by clients is retained for as long as necessary to fulfil the service purpose and comply with legal obligations. In line with the prevention of crime and data verification requirements, we reserve the right to retain all search and trace data indefinitely to provide evidential audit trails and demonstrate the lawful basis of processing.
• All submitted data is encrypted using 256-bit SSL technology.
• Some data may be stored outside the EEA but remains fully GDPR-compliant.

16. Third-Party Data Disclaimer

• We rely on external data providers, including UK credit reference agencies, public registries, and official government databases. While every effort is made to source reliable data, we accept no responsibility for errors, omissions, or service interruptions caused by these third-party sources.

17. General Terms

• Use of our services confirms acceptance of these Terms.
• We reserve the right to update Terms without prior notice.
• Your continued use of our services following updates constitutes agreement to the revised Terms.
• These Terms are binding and subject to UK law and jurisdiction.
• We disclaim all legal responsibility or liability for any indirect, incidental, or consequential harm or loss resulting from the use or misuse of our services or data provided. Clients bear sole legal responsibility for any action taken based on our data.

18. Force Majeure

• We are not liable for any failure or delay in performance due to events beyond our reasonable control, including but not limited to natural disasters, war, terrorism, pandemics, technical failures, or third-party data outages.

19. No Legal Advice

• Information supplied by Find UK People is provided as investigative intelligence only and is not legal advice. Clients must seek independent legal counsel before acting on any supplied information.

20. Chargebacks

• Any chargeback or disputed transaction initiated by a client after receiving services from Find UK People will be regarded as a breach of these Terms.
• We reserve the right to pursue recovery of the full outstanding amount through civil legal action, including all costs, legal fees, administrative charges, and third-party collection fees incurred as a result.
• The client accepts full financial liability for any chargeback raised in contradiction to the agreed Terms of Service and acknowledges that all supplied data and trace activity logs may be used as evidence to defend the transaction.

21. Intellectual Property

• All reports, content, and data outputs provided by Find UK People remain the intellectual property of Pavilion Digital Marketing Ltd. Clients may use the information solely for their stated lawful purpose. Copying, redistribution, resale, or unauthorised disclosure is strictly prohibited.

22. Entire Agreement

• These Terms constitute the entire agreement between the parties and supersede all prior agreements, communications, or understandings. No oral or written information outside these Terms shall be binding unless explicitly agreed in writing by Find UK People.

For full terms, compliance details, or to request further clarification, please contact our compliance team.