Eligibility
Fees are for time and professional judgement. A refund is due only in the situations below, not because you dislike a finding or because a supplier disputes a score.
Deposit
A deposit of one-third of the agreed fee is payable when we accept an extract. If you cancel in writing before we have opened the extract, the deposit is returned in full within fourteen days to the account that paid it.
Cancellation after work has started
Once we have begun mapping, alias matching, or scorecard arithmetic, the deposit is not refundable. We will invoice for time already spent at £850 per day, capped at the remaining two-thirds, and credit any unused remainder. Working papers completed to that date are issued as-is.
Full refund
If we cannot start within twenty working days of receiving a usable extract (our delay, not yours), you may cancel and receive a full refund of sums paid for that engagement.
Partial refund
If a scoped note included an on-site briefing that you later move to video, the travel element is refunded if it has not been spent. If a multi-entity review loses an entity before mapping starts on that ledger, that entity’s fee is removed from the invoice.
Non-refundable
Time already spent on mapping; a findings briefing that has been delivered; quarterly tracking for a quarter whose extract we have already mapped; rail fares bought for a date you later changed at short notice.
Rescheduling
Briefings may be moved once, with five working days’ notice, at no charge. A second move, or notice of fewer than five working days, is treated as a cancellation of the briefing slot. The written pack is still due; a replacement slot is re-quoted if travel must be rebooked.
No-show
If nobody from your side attends a booked briefing, the briefing fee (or the portion of the review fee attributed to it in the scoped note) is not refunded. We will still send the pack.
Retainers
Quarterly tracking may be paused after two quarters if you write to us before the next extract is due. Fees for quarters already mapped are not refunded. Remaining prepaid quarters are returned within fourteen days.
Process and timing
Write to hello@toolkitroutegrid.click with the engagement reference. We confirm the calculation within five working days. Refunds are made by the original payment method within fourteen days of that confirmation. Bank timelines after that are outside our control.
Contact
Refund requests: hello@toolkitroutegrid.click · 07954357724 · 26 Seaford Road, Curteis' Corner, TN27 2RE, United Kingdom.