Refund Policy

How refunds are handled

We aim to deal with cancellation and refund requests clearly, consistently and in accordance with the service purchased and the customer’s legal rights.

Whether a refund is available can depend on the type of service purchased, whether the work has started, whether the service has been completed and whether the customer has a statutory cancellation right.

When a refund may be available

How to request a cancellation

If you want to cancel a purchased service, please contact us as soon as possible through the website.

• Clearly state that you wish to cancel your purchase or service.
• Provide the name and email address used when placing the order.
• Identify the service purchased and include the order reference where available.
• If you are exercising a statutory cancellation right, you do not normally need to provide a reason.

When consulting work has begun

Some services may begin before the end of a statutory cancellation period where the customer has expressly requested that work starts early.

If the customer then cancels during that period, the customer may be required to pay a proportionate amount for the service supplied up to cancellation, where the law permits this.

If a service has been fully completed during the applicable cancellation period following the customer’s express request and required acknowledgement, the statutory cancellation right may cease to apply where the law provides for this.

How refund requests are reviewed

When we receive a refund request, we will review the relevant order, service, payment and cancellation details.

We will then confirm whether a refund or other remedy is available and, where appropriate, the amount to be returned.

Where part of a service has been supplied and the circumstances require an adjustment, the appropriate remedy may be a proportionate refund rather than a full refund.

When will the money arrive?

Once a refund is approved, it will be processed without undue delay and within the applicable legal timeframe.

How refunds are returned

Refunds will normally be made using the same payment method used for the original purchase.

An alternative method may be used where the customer agrees to it or where the original payment method is no longer reasonably available.

Once the refund has been issued, the time taken for the money to appear in the customer’s account is controlled by the relevant bank, card issuer or payment service.

When a full refund may not apply

A full refund does not automatically apply to every cancellation. The outcome can depend on the service purchased, the timing of cancellation and the amount of work already supplied.

• A full refund may not be available for work already supplied where a proportionate payment is permitted by law.
• A completed consultation or service may not be refundable simply because the customer later changes their mind, subject to applicable statutory rights.
• Additional work outside the purchased service may be chargeable where that work has been separately agreed.
• No term in this policy will be applied in a way that removes a consumer right that cannot lawfully be excluded.

If we need to change or cancel a service

If we need to cancel a purchased service and cannot provide a suitable alternative, we will explain the available options and refund any amount properly due for work that has not been supplied.

Where part of the service has already been completed, the appropriate refund or other remedy will depend on the circumstances and the rights applying to the contract.