Refund & cancellation policy

Scope of this policy

This policy applies to consulting services provided by Elevate Consulting Solutions Ltd, company number 17254044. Read it alongside our terms of service and the written agreement for your engagement. The engagement agreement defines the work, fees, milestones and any engagement-specific cancellation arrangements. Nothing in this policy limits rights that cannot be excluded under applicable law.

Cancelling a business engagement

Unless a different arrangement is agreed in writing, either party may terminate a business engagement on 14 days’ written notice, as set out in our terms of service. Email your cancellation request to info@elevate-cs.co.uk, identifying the engagement and the date you wish to end it.

Work completed up to the effective termination date is charged pro rata under the agreed scope. Any pre-agreed expenses or third-party commitments are assessed under the engagement agreement. We will provide a written account of the work and amounts due so that any prepaid balance can be reconciled.

Prepayments and refunds

If you have paid more than the amount due after reconciliation, the excess is refundable. If work has not begun, any deduction from a prepayment must have a basis in the written agreement and applicable law. A payment is not automatically non-refundable simply because it was described as a deposit.

Where a refund is due, we will confirm the amount and processing arrangements in writing. Refunds will normally be returned using the original payment method, subject to provider requirements. Bank or payment-provider processing can affect when the credit appears. Any mandatory refund deadline takes precedence.

If we end an engagement, the same reconciliation applies to payments received and work completed. Fees for work not supplied will not be retained without a contractual and lawful basis.

Concerns about the service

If you believe a deliverable does not match the agreed scope, describe the issue and the relevant requirement in writing. We will review the concern against the engagement agreement and discuss an appropriate remedy. Depending on the circumstances, this may include correction, completion of outstanding work or an agreed refund.

For a duplicate payment or suspected billing error, contact us with the invoice reference, payment date and amount. Do not send a full card number, security code or online-banking credentials.

Consumer rights

These services are primarily described for business engagements. If you contract as a consumer, any applicable statutory cancellation rights and remedies continue to apply. The business cancellation notice above does not replace those rights. Before work starts, any applicable cancellation information and arrangements for an early start must be set out in the agreement.

How to make a request

• Your name and the business name, where applicable.
• The invoice or engagement reference.
• The amount and date of any relevant payment.
• Whether you are requesting cancellation, reporting an issue or requesting a refund.
• A brief explanation and relevant supporting information.

Email info@elevate-cs.co.uk or call 07348312206. Cancellation notices should be sent in writing so that the request and effective date can be recorded.

Elevate Consulting Solutions Ltd
Company number 17254044
213 Bennetts End Road
Hemel Hempstead
England
HP3 8DZ