Refunds & cancellations

Scope

This policy covers paid consultations from WillowBase Service Ltd: Redemption Pattern Reviews, Monthly Visual Reporting Packs, Loyalty Scheme Health Assessments, and Point Breakage Briefings. It does not cover goods, software licences, or physical product delivery.

Eligibility

Refunds depend on how far work has progressed and whether a deposit or monthly fee was paid under a written statement of work.

Timeframe to request

Contact us within 14 days of an invoice date or within 7 days of a scheduled briefing date (whichever applies) to discuss cancellation or refund. Email hello@service-willowbase.click or call +44 161 000 6520.

Full or partial refunds

• Full refund of unused fees if we cancel an engagement for reasons within our control and no usable deliverable has been provided.
• Deposit retained, remainder refunded if you cancel a Pattern Review or Health Assessment after analyst time has been reserved but before analysis begins, unless otherwise agreed in writing.
• Partial refund may apply if work has started (data cleaning or draft charts begun) proportional to unfinished stages.
• No refund for completed briefings, delivered visual packs, or months of a reporting pack already delivered.

Non-refundable items

Third-party travel booked at your request, rush premiums already incurred, and completed revision cycles listed as delivered in the statement of work.

Process

1. Email a refund or cancellation request with your engagement reference.
2. We confirm status of work within five working days.
3. Approved refunds are processed to the original payment method within 14 working days of approval.

Cancellations & rescheduling

You may reschedule a briefing once without charge if you give at least five working days’ notice. Later changes may incur a reschedule fee of up to 15% of the engagement fee. No-shows for scheduled walkthroughs without 48 hours’ notice may forfeit that session fee.

Deposits & work already started

Deposits secure analyst calendar time. Once exports are in active cleaning or charting, deposits are applied to work performed and are not returned in full.

Materials

Printed packs already produced at your request are non-returnable. Digital pack files remain yours under the licence in the statement of work even if later stages are cancelled.

Exceptions

Statutory rights under UK consumer law remain unaffected where you engage us as a consumer. Most WillowBase clients engage as businesses; commercial terms in the statement of work prevail where they set clearer stage gates.