Before work begins
You may cancel before the agreed start date by written notice. Unless the signed proposal says otherwise, fees paid in advance are refundable less any non-recoverable third-party costs purchased with your approval and reasonable work already completed in preparation. Notify us as early as possible.
Work already started
Once an engagement starts, completed consulting time, workshops already delivered and analysis already performed are non-refundable. If you end the engagement early, we calculate the fee for work completed and committed costs. Any remaining prepaid balance is returned. Where useful work has been delivered but a milestone is incomplete, a fair partial refund may apply.
Deposits and booked workshops
A proposal may require a deposit to reserve capacity. Its refundable status and amount will be stated before payment. Workshops cancelled with fewer than five working days’ notice may be charged because the time cannot usually be reassigned. A no-show is treated as a late cancellation.
Rescheduling
We will make one reasonable attempt to reschedule a workshop or project start without charge when you give at least five working days’ notice. Later changes may incur documented costs. If we need to reschedule, we will offer a suitable alternative; if none can be agreed, we refund the affected undelivered work.
How to request a refund
Contact us using the details in your signed proposal or call +44 077 1371 8373. Include the engagement name, invoice number, reason and relevant dates. We acknowledge requests within two working days and normally decide them within ten working days.
Payment method, timing and exceptions
Approved refunds are made to the original payment method within ten working days of approval; your bank may take longer to show the funds. We do not refund dissatisfaction caused by withheld access, materially inaccurate client-supplied information or a change in business preference after agreed work was delivered. These terms do not limit statutory rights, and exceptional hardship or service failure will be considered fairly.