> For the complete documentation index, see [llms.txt](https://help.basiq-solutions.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.basiq-solutions.com/guide/policies/service-policy.md). # Service Policy The full Basiq Service Policy — effective from 1 May 2026. This version supersedes all previous versions. **Effective from 1 May 2026** ## Our mission Basiq exists to give every client a fully working business infrastructure. The client must be able to sell, receive money into their bank account, pay their supplier, and transfer profit to themselves. Everything we build is designed to make this chain work end to end. A setup is only considered complete when all four parts of this chain are functioning: 1. Accepting payments from customers (Stripe, Shopify Payments, PayPal) 2. Receiving funds into a business bank account 3. Paying suppliers directly from the business account 4. Withdrawing profit to themselves safely and cleanly ## 1. Services & pricing ### 1.1 UK company setup — €2,000 Included in the base price: * EU nominee only * Full company documents and nominee documents (passport, proof of address, selfie) included * WorldFirst business account setup (approval expected in all cases) * Stripe account registration, setup instructions and warm-up instructions * Shopify Payments connection and warm-up instructions * Setup time: 3–10 business days Optional add-on — Additional Bank, +€300: * A non-refundable deposit of €30 (10%) is required upfront * The remaining €270 is due only after successful approval * The specific bank provided depends on which institution approves the application (Wise, Payoneer, Airwallex) * If no bank is approved, only the €30 deposit is charged * If a specific bank is required, this must be agreed in advance ### 1.2 HK company setup — €3,600 The Hong Kong setup is sold as a complete bundle. Included in the base price: * EU nominee only * Full company registration and nominee documents (passport, proof of address, selfie) * Hong Kong PayPal account setup * Business bank account setup (at least one bank will always be opened) * PayPal is always included and the setup will not be delivered without it * Setup time: 7–14 business days Note: Shopify Payments and Klarna are not available for the HK company setup. Optional add-ons: Stripe +€300; Additional Bank +€300 (10% non-refundable deposit upfront, remainder due after approval; same terms as the UK Additional Bank). ### 1.3 US LLC setup — €850 (customer name) / €1,800 (nominee name) * Wyoming LLC registered in the client's own name (or a nominee name) * One business bank account included — Mercury, Airwallex, Relay or Slash (at least one bank will always be opened) * Setup time: 10–14 business days * Paid in 2 instalments Optional add-ons: Stripe +€300; Shopify Payments +€300. ## 2. Ordering & payment terms Ordering flow: 1. The client agrees the setup with a manager 2. Support sends an order form; the client fills it in, specifying the exact composition of the setup and the company name the invoice should be issued to 3. The system issues an invoice to that company name 4. The client pays the invoice and sends the payment confirmation to the manager (direct message or setup group) 5. Once the payment is confirmed, the setup starts Payment terms: * Setups are paid in two instalments: the first before the process starts (nothing begins until it is received), the second after the company documents are provided * If the second payment is not received within 2 days of the client receiving company documents, the setup is paused until payment is confirmed * Add-ons (Stripe, Shopify Payments, Additional Bank): 10% non-refundable deposit upfront, remainder due after delivery or approval * All extra services are paid separately before work begins Accepted payment methods: bank transfer (EUR); cryptocurrency (USDT TRC-20). An invoice is issued for each service. Invoice descriptions will reference IT services or marketing services as applicable. ## 3. Refund policy All payments are non-refundable once the process has started, including cases where: * The client changes their mind after payment * A third-party platform (bank, PayPal, Stripe) declines the application * The client fails to provide required information in time Exception: for the Additional Bank module, only the €30 deposit is charged if no bank approves the application. The remaining balance is not collected. ## 4. Project timeline | Setup | Delivery time | | --------------------------------- | ------------------ | | UK Full (company + bank + Stripe) | 3–10 working days | | HK Bundle | 7–14 working days | | US LLC | 10–14 working days | Timelines begin from receipt of the first payment. Additional verification or third-party delays may extend timelines. ⚠️ Cut-off rule: setups paid on Thursday or later start the timeline from the following Monday. ## 5. Client response policy * If the client does not respond for 2 days → the project is paused * If the client does not provide the required data for the setup within 10 days → the process is cancelled * If the client returns after cancellation, the process restarts from the beginning with new timelines ## 6. Delivery & acceptance The setup is considered delivered once the client receives: * Company documents and nominee details * Account access credentials * Setup and warm-up instructions The client has 48 hours after delivery to report issues. If no issues are reported within this period, the setup is automatically considered accepted. ## 7. Credential responsibility After delivery, the client takes full control of all accounts and credentials. The client must update the following within 3 weeks of delivery: email address, phone number, passwords and security details. If credentials are not updated within 3 weeks, the client assumes full responsibility for any resulting loss of access, OTP delivery failures, or account restrictions. Access data is not stored beyond 2 months after delivery. ## 8. Warm-up policy All payment processors require a warm-up period. Written warm-up instructions are provided with every setup. The client must follow these instructions strictly. * Replacement eligibility applies only if warm-up instructions were followed * Failure to follow warm-up rules removes all replacement eligibility ## 9. Replacement policy Maximum: 1 replacement per setup. Replacement may be provided if: * The client followed all provided instructions * The service stops functioning within 2 months of delivery (counted from the date credentials were received, regardless of when usage began) * The issue was not caused by client actions Replacement does not apply if: * Warm-up or usage instructions were violated * An incorrect proxy was used * Restricted products or prohibited business activities were used * The client interfered with the setup process without authorisation Each replacement case is reviewed individually. Replacement is free of charge if all instructions were followed. Replacement timelines are similar to the original setup. ## 10. Verification policy * All verifications required to deliver the setup are passed by Basiq and included in the price * Any further verification after delivery costs €300 each * Nominee availability for live verification is guaranteed for 3 months after delivery * After 3 months, verification via AI may be offered (\~80% success rate) ## 11. Proxy & access policy Clients must access all services using a proxy matching the correct geographic location: * UK company → UK proxy * HK company → HK proxy * Proxy location must match the company jurisdiction, not the nominee residence * Exception: bank account and Stripe are opened using the nominee's location proxy, not the company jurisdiction Clients must maintain a consistent access environment: one main device, one stable browser fingerprint, a stable IP region. Any anti-detect browser may be used; recommended: [OctoBrowser](https://octobrowser.org/signup/?p=10266582). Using an inconsistent environment may result in account restrictions, for which the client is responsible. ## 12. Website policy Placeholder website creation is included in the setup process. If the client modifies the website after delivery in a way that violates platform policies, the client bears full responsibility for any resulting consequences. ## 13. Banking policy * WorldFirst is the standard initial bank for UK setups and is expected to approve in all cases * For US LLC setups, one of Mercury, Airwallex, Relay or Slash is opened * For additional banks, the specific provider depends on which institution approves * If a specific bank is required, this must be agreed in advance * If one bank declines, another suitable option will be attempted ## 14. Payment processor approvals Final approval decisions are made by third-party platforms (PayPal, Stripe, Shopify Payments, banks). These decisions are outside our control. We cannot guarantee approval but provide professional-grade infrastructure and preparation. * PayPal is always included in the HK bundle and will not be considered delivered without it * Stripe and Shopify Payments are included in the UK LTD setup; for other setups they are optional add-ons agreed in advance (Shopify Payments is not available for HK) * If an agreed processor fails to approve after a correct setup, a replacement may be offered ## 15. Client responsibility The client is fully responsible for: * Following all provided instructions * Using the correct proxy location at all times * Maintaining a consistent access environment * Respecting warm-up rules and scaling limits * Using only permitted business activities and products * Updating credentials within 3 weeks of delivery Any deviation from instructions removes replacement eligibility. ## 16. Financial liability The service provider is not responsible for any financial losses including: held or frozen funds; reserves or rolling reserves; chargebacks or payment disputes; account closures by third-party platforms. All financial activity is conducted at the client's own risk. ## 17. Support policy Support is available via Telegram only. * Weekdays: 10:00 – 18:00 (UK time) * Weekends: 10:00 – 14:00 (UK time) * Guaranteed response within 24 hours; typical response time within 1 hour * Response times over the weekend may vary ## 18. Interference during setup Clients must not take any actions related to the setup unless specifically instructed. Unauthorised actions during the setup process may result in cancellation of replacement eligibility and additional setup requirements or costs. ## 19. Referral program Every client receives a personal referral code (check with one of the managers in advance). The referral must provide this code before their first purchase. * Reward: €300 paid 7 days after the referred client's first purchase. This credit can be applied toward your own setup costs, or paid out directly — discussed individually with the client * Ongoing commission on all future purchases by referred clients: 3–14 referrals — 1.5%; 15–19 referrals — 2.5%; 20+ referrals — 4% ## 20. What is not included The following are not part of any standard setup unless explicitly agreed and quoted separately: * Advertising campaign creation or management * Chargeback and dispute resolution * Accounting, bookkeeping, or tax reporting * Crypto payment processing (e.g. Cryptadium) * Renewal or support for companies not purchased through Basiq * Verifications after delivery (€300 each) * Any service not explicitly listed ## 21. General Basiq provides professional infrastructure setup and preparation services. While our historical success rate is high, 100% approval cannot be guaranteed as final decisions rest with third-party platforms. This policy is effective from 1 May 2026 and supersedes all previous versions. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://help.basiq-solutions.com/guide/policies/service-policy.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.