Refunds & cancellations

Scope

This policy applies to advisory fees for strategic growth planning, owner strategy sessions, market position reviews, succession and continuity planning, and related consulting work described on this site. It does not cover goods, software subscriptions, or services we do not offer.

Cooling-off and eligibility

Where you engage as a consumer (uncommon for firm-level consulting), statutory cooling-off rights may apply to distance contracts until work begins. Most clients engage as businesses; the letter of engagement sets commercial terms. Business clients may request a refund only as set out below and in that letter.

Deposits and staged fees

Fixed-fee engagements typically require an initial payment (often 50%) to reserve diary time and begin discovery. That initial payment is refundable in full if we cancel the engagement before discovery starts. If you cancel after accepting the letter of engagement but before discovery begins, we refund the initial payment minus an administrative charge of up to 10% (capped at £350) to cover preparation already undertaken.

Work already started

Once discovery interviews, site visits, or substantive document review have begun, fees for work performed are non-refundable. Any unused portion of a fixed fee after an agreed early close may be refunded partially at our discretion, calculated against time and materials already applied, as confirmed in writing.

Sessions

Owner strategy sessions cancelled with at least five clear working days’ notice may be rescheduled once at no charge or refunded in full if you prefer not to rebook. Cancellations inside five working days are chargeable at 50% of the session fee; no-shows are chargeable in full.

Non-refundable items

• Third-party costs agreed in advance (for example specialist room hire booked at your request)
• Completed written deliverables already issued to you
• Time spent after you pause an engagement for more than 60 days without a written restart date

Rescheduling

We will make reasonable efforts to reschedule on-site days affected by illness, travel disruption, or urgent operational events at your firm. Repeated short-notice changes may require a revised fee if additional travel or preparation is needed.

Refund process and timing

Email hello@logicfabric-lab.digital with your engagement reference, the fee concerned, and the reason for the request. We confirm eligibility within five working days. Approved refunds are returned by the original payment method within fourteen working days of approval.

Exceptions

If we are unable to deliver agreed work for reasons within our control, you may choose a full refund of amounts paid for undelivered work or a revised timetable at no additional fee. Disputes are handled under the governing law stated in your letter of engagement and our terms.