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Refund

Refund

This page sets out the approach to cancellations, no-shows and refunds for services supplied from our London office at Holborn Gate, 330 High Holborn, WC1V 7QH. It is intended to explain how we treat paid fees and pre-paid packages where work has commenced or appointments have been booked.

Appointment cancellations and no-shows

We reserve time in our diary for each scheduled appointment. Clients should aim to arrive promptly. We will wait for up to 10 minutes from the agreed start time before treating the meeting as a no-show and concluding the appointment.

If you cancel or reschedule at least 24 hours before the appointment, any pre-paid sums for that appointment will remain available to rebook or, where applicable, be refunded according to the terms of the engagement. Cancellations made fewer than 24 hours before the appointment may render the client ineligible for a reimbursement for that booking.

Consulting services and commencement of work

For advisory or consulting engagements that require client input through questionnaires or other onboarding materials, we typically begin substantive work once the client has submitted the requested materials. Submission of required information signals that the client has confirmed the instruction, and we will proceed to produce deliverables based on that information.

Once work has commenced on a commissioned deliverable (for example, after receipt of completed questionnaires or other required materials), refunds for the sums paid in respect of that deliverable will generally not be available, except to the extent required by law or otherwise agreed in writing.

Service bundles, retainers and multi-part packages

Where clients purchase bundled services, multi-session packages or retainers, refund entitlement depends on whether any element of the bundle has been used or work has started on any component. If we have begun work on at least one element of the bundle — or a session has been attended or scheduled and not cancelled within the required notice period — the bundle or package will generally not be eligible for a refund for those parts already provided or commenced.

Practical checklist

  • Bookings: arrive on time; we will wait up to 10 minutes.
  • Cancel/reschedule: give at least 24 hours’ notice to preserve refund eligibility.
  • Questionnaires/onboarding: once submitted, work will usually start and refunds will not be available for that deliverable.
  • Packages: refunds normally unavailable once any element of the package has been used or work has commenced.
  • Disputes: contact us promptly if you consider a refund should be due; we will review against the engagement terms and applicable law.

Jurisdiction and sources

This guidance is provided with reference to laws and official guidance in England and Wales. For further information consult:

General information only; not legal advice and not a substitute for advice on a particular matter.