Legal
Cancellation policy.
Your right to cancel a case, how to cancel, and the effect of cancelling on work that has already begun.
Draft — pending solicitor review
This Cancellation Policy is a structural draft. The detailed legal wording is being prepared by our solicitor and will replace the placeholder sections below. Until then, please contact us with any specific questions and do not rely on this document for legal interpretation.
Last updated: TODO.
1. Statutory cooling-off period
As a UK consumer purchasing a service online, you typically have a 14-day cooling-off period beginning the day after you place your order, during which you may cancel for any reason.
To be added by client: Full statutory wording per the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, including how to count the 14 days and the consumer's express request to begin services within the cooling-off period.
2. If work begins during the cooling-off period
Research often starts within a few days of payment so we can secure a researcher's time and visit. By approving the start of work within the 14-day cooling-off period, you accept that if you later cancel, we may charge a proportion of the package price equal to the work already carried out.
To be added by client: Express-request wording the customer must accept at checkout. Confirm that this is surfaced at the checkout step, not buried in terms.
3. How to cancel
To cancel a case, contact us with your case reference. We will acknowledge within two business days and confirm any refund within ten.
4. Effect of cancellation
Refund treatment is described in detail in our Search & Refund Policy. In short:
- Cancelling before a researcher accepts your case — full refund less Stripe processing fees.
- Cancelling after work has begun — partial refund with the £150 retained search fee, subject to admin review of work carried out.
5. Our right to cancel
To be added by client: When we may cancel: non-payment, misuse of deliverables, abusive behaviour, or where research is not feasible (e.g. unsupported centre).
6. Changes to this policy
To be added by client: How material changes are notified.