Cancellation & Refund Policy
Clear arrangements for changing or cancelling consultation bookings and for handling eligible refunds after service requirements and payment arrangements have been reviewed.
Clear arrangements when plans change
These terms explain when a consultation or agreed service can be cancelled, when a booking can be moved to another available time, and how eligible refunds are handled.
Every request is considered against the stage of the service, the arrangements already confirmed and whether work has already started. A consultation request that has not yet been confirmed is treated differently from a confirmed appointment or a project that has already begun.
These terms take effect immediately and apply to consultation requests and service arrangements made under the website’s consultation process.
Situations that can normally be cancelled
The following situations may be cancelled or changed, subject to the stage of the booking and any service arrangement already confirmed.
Unconfirmed Consultation Request
A consultation request may be withdrawn before the consultation date and time have been officially confirmed. Where no appointment has been confirmed and no service work has started, there is normally no service fee to refund.
Cancellation More Than 24 Hours Before
A confirmed consultation may normally be cancelled when notice is provided more than 24 hours before the agreed consultation time. Any refund is handled according to the payment arrangement already confirmed for that service.
Request to Reschedule
Customers who cannot attend may request a different available date or time. Requests made at least 24 hours before the confirmed consultation time can normally be reviewed against current availability.
Service Not Yet Started
Where a project has been agreed but work has not yet started, a cancellation request may be reviewed before the scheduled project start. Any applicable refund will depend on the confirmed service arrangement and any work already completed.
Duplicate or Unnecessary Request
If a customer submits more than one request for the same consultation or project and asks for the additional request to be cancelled before work begins, the additional request can normally be reviewed for cancellation.
Change Before Project Confirmation
If the customer decides not to proceed after the initial consultation but before the project scope and service fee have been confirmed, the project request may be closed without further project work being arranged.
Situations that require special handling
Once an agreed service has progressed, cancellation may no longer result in a full refund. The following situations are treated separately.
Less Than 24 Hours
A cancellation request received less than 24 hours before a confirmed consultation may not qualify for a refund where preparation or reserved service time has already been committed. A different appointment may be discussed where suitable.
Same-Day Cancellation
Same-day cancellation requests are subject to the confirmed service arrangement. A same-day request does not create an automatic right to a refund or to another appointment.
Work Already Started
Once project work has started, completed work is not refundable. Any remaining service arrangement may be reviewed according to the agreed scope and the work already completed.
Consultation Already Completed
A completed consultation cannot normally be cancelled retrospectively. Where a follow-up service has been agreed, that service is handled according to its separate confirmed arrangement.
Completed Service
A service that has been completed according to the agreed scope is not eligible for cancellation after completion. Customers should raise any service query promptly after the relevant work has been delivered.
Work Outside the Original Scope
Additional work requested after the original scope has been confirmed is treated as a separate requirement. Cancelling that additional request does not automatically cancel the original service arrangement.
How an eligible refund is handled
Cancellation Request
The customer sends a cancellation request through the official communication channel and provides the relevant consultation or project details.
Service Review
The request is reviewed against the confirmed appointment, service scope, notice period and the stage of work.
Refund Confirmed
Where a refund is due, the applicable amount and refund arrangement are confirmed with the customer.
Refund Sent
An approved refund is normally arranged within 5 business days after the refund has been confirmed.
Account Processing Time
After the refund has been sent, the time required for the funds to appear in the customer’s account may depend on the payment method and the customer’s financial institution. Customers should allow up to 10 business days from the refund confirmation for the amount to appear.
Practical refund information
The table below summarises the main timing and handling arrangements for eligible cancellation requests.
| Unconfirmed Request | Can normally be withdrawn before an appointment or project has been confirmed. |
|---|---|
| More Than 24 Hours | Cancellation can normally be reviewed before the confirmed consultation time. |
| Less Than 24 Hours | Refund eligibility depends on the confirmed service arrangement and work already prepared or completed. |
| Same Day | No automatic refund applies to a same-day cancellation. |
| Work Started | Completed work is not refundable. Any remaining arrangement is reviewed separately. |
| Refund Processing | Approved refunds are normally arranged within 5 business days after confirmation. |
| Account Arrival | Customers should allow up to 10 business days from refund confirmation for the funds to appear in the relevant account. |
Any refund is based on the service arrangement confirmed with the customer. The amount may depend on whether the consultation has taken place, whether project work has started and what work has already been completed.
Payment information is confirmed after review
Payment arrangements are confirmed after the service requirements have been reviewed. The initial consultation request does not by itself establish a payment arrangement.
After the relevant service details have been confirmed, customers receive payment information and the applicable booking arrangements through official communication channels.
Available payment methods may vary depending on the agreed service arrangement and customer requirements.
Information and communication
Customers should provide accurate contact information and enough detail for the cancellation or refund request to be identified correctly. A request should include the customer’s name, the relevant consultation or project details and the preferred outcome where appropriate.
Customers should notify us as soon as they know that a confirmed appointment cannot be attended. Giving at least 24 hours’ notice provides the clearest opportunity to review a change or arrange another available time.
Where a customer does not provide enough information to identify the relevant booking or service, additional clarification may be requested before the cancellation or refund can be reviewed.
Service responsibility and limitations
Cancellation and refund decisions are based on the confirmed service arrangement, the timing of the request and the stage of the relevant work. Information supplied by the customer is used when reviewing the request, so customers are responsible for providing information that is accurate and complete.
We are not responsible for delays caused by incomplete customer information, late responses, unavailable contact details, changes requested after the agreed service time or circumstances outside the agreed service arrangement.
Refund arrival times may also be affected by the processing time of the payment method or the customer’s financial institution after a refund has been sent. The 10-business-day account-arrival period is therefore a practical processing estimate rather than a guaranteed account posting time.
This policy does not create an entitlement to cancel completed work or receive a refund for services that have already been delivered according to the confirmed scope. Where a matter is not specifically covered by these terms, it will be reviewed against the service arrangement agreed with the customer.