Clear cancellation arrangements
We aim to keep cancellation and refund arrangements straightforward, with clear information about when a cancellation can be requested and how refunds are processed.
This Cancellation & Refund Policy applies to consultancy services booked through the website or arranged directly following an enquiry.
Services may include IT infrastructure reviews, network planning consultations, cloud infrastructure guidance, hardware requirements reviews, technology improvement planning and general IT technology consultations.
A refund is considered against the service status at the time the cancellation request is received and any work already carried out.
Your 14-day cancellation right
Where the service is booked by a consumer and the statutory 14-day cancellation period applies, you have the right to cancel the service within 14 days from the day the service contract is entered into, subject to the applicable legal rules.
You do not need to provide a particular reason for exercising this cancellation right.
A cancellation request may be made within the applicable 14-day period. The request should be sent using the contact details or communication method provided for the service.
The 14-day cancellation right may be affected where a customer has expressly requested that the service begin during the cancellation period and the service has already been fully performed, or to the extent permitted by applicable law where performance has begun at the customer’s request.
Cancelling before the service begins
If a consultation or consultancy service has not yet started, a customer may request cancellation before the agreed service commencement time.
Consultation not started
Where no consultancy work has started, the cancellation request can normally be processed without a deduction for work not performed.
Appointment cancelled in advance
Cancelling before the agreed appointment or service start time allows the arrangement to be reviewed before delivery begins.
Where work has already started
Consultancy services can involve preparation, review, analysis, meetings, requirements assessment and the preparation of recommendations.
If a cancellation request is received after work has started, the amount of any refund may take into account the part of the service that has already been delivered.
Where a service has been substantially or fully completed, a full refund may not be available to the extent permitted by applicable law.
Any assessment will be based on the service agreed, the stage reached and the work actually carried out, rather than an automatic cancellation charge.
How to request a cancellation
Cancellation requests should be submitted as soon as reasonably possible so that the service arrangement can be updated.
A cancellation request should include enough information to identify the relevant booking or service arrangement.
- Full name used for the booking or enquiry.
- Email address used when arranging the service.
- The service or consultation being cancelled.
- The scheduled consultation date, where applicable.
- A clear statement that you wish to cancel the service.
Once a cancellation request is received, the cancellation status will be reviewed and the applicable refund position will be confirmed.
How refunds are processed
Where a refund is approved, it will normally be returned using the same payment method originally used for the transaction.
Once the refund has been approved, the refund instruction will normally be processed within 5 working days.
The processing period begins once the cancellation and refund assessment has been completed and the refund has been confirmed.
The request is received and the relevant service arrangement is identified.
The service status and any work already completed are reviewed.
Where a refund is due, the refund is authorised and prepared for processing.
The refund is normally processed within 5 working days of approval.
When the refund reaches you
After the refund has been processed, the time required for the funds to appear in the customer’s account can depend on the payment method and the relevant financial institution.
In most cases, the refund should appear within 5 to 10 working days after the refund has been processed.
The total time from cancellation approval to receipt of the funds may therefore be affected by processing times outside the website operator’s direct control.
Refunds are normally processed within 5 working days of approval and should generally appear within a further 5–10 working days, depending on the payment method and financial institution.
Service-specific considerations
Consultancy services are delivered through professional time, discussion, review and recommendations rather than the supply of physical goods.
For this reason, the stage of a consultancy service is relevant when assessing a cancellation or refund request.
- A service that has not started can generally be cancelled before the agreed commencement time.
- Work already completed may be taken into account when assessing the amount of any refund.
- A consultation that has been fully completed may not be refundable to the extent permitted by applicable law.
- Statutory consumer cancellation rights remain applicable where they cannot lawfully be excluded.
- Nothing in this policy limits any legal right that cannot lawfully be limited or excluded.
Keeping the policy current
This Cancellation & Refund Policy may be updated when service arrangements, website processes or applicable requirements change.
Any revised version will be published on this website and will take effect immediately unless a different effective date is specifically stated.
The version displayed on the website at the time of cancellation will normally be used when assessing the relevant service arrangement, subject to any applicable legal requirements.