Cancellation and refund policy

Scope

This policy applies to consulting projects, workshops and retained analytics support. We do not sell physical products. Your accepted proposal may contain project-specific cancellation terms; where they differ, those written terms apply.

Before work starts

You may cancel within 14 days of accepting a service, provided work has not started at your request. Eligible payments are refunded in full. If you ask us to begin during that period, we may deduct the reasonable value of work completed before cancellation.

After work starts

Fees for completed analysis, delivered workshops and time already used are non-refundable. For fixed projects, any unearned portion may be refunded after deducting completed work and non-recoverable, pre-approved costs such as purchased research access. Deposits reserve capacity and are normally non-refundable when cancellation occurs fewer than five working days before the agreed start.

Rescheduling and no-shows

Sessions may be moved without charge with at least two working days' notice, subject to availability. Later changes may incur the booked session fee. A no-show or cancellation on the day is non-refundable, except where exceptional circumstances make this unreasonable. We will consider such cases fairly.

Ongoing support

Monthly partnerships may be cancelled according to the notice period in the statement of work. Fees for the active notice period and work already performed remain payable. Unused time does not automatically roll over unless agreed in writing.

If we cancel

If we cannot deliver a paid service and cannot agree a suitable replacement date, we will refund the undelivered portion. Where work is materially defective, notify us promptly; we will first seek to correct or re-perform it, and may offer a partial or full refund where correction is not reasonable.

How to request a refund

Email hello@connector-trackhub.digital with your name, invoice number, service and reason. We normally respond within five working days. Approved refunds are issued to the original payment method within 10 working days; bank processing may add time. This policy does not affect statutory rights.