Eligibility
If Workspacepilotbase cancels an engagement and cannot offer a suitable replacement date, we refund fees paid for work not delivered. If you cancel, eligibility depends on the notice given, work completed and non-recoverable commitments already made. Statutory consumer rights remain unaffected.
Deposits
A proposal may require a deposit to reserve delivery capacity. You receive a full deposit refund if you cancel within 14 days of acceptance and work has not started. If you asked us to start during that period, we deduct the reasonable value of work already performed. After 14 days, the deposit is normally non-refundable because time has been reserved, except where the proposal says otherwise or we cancel.
Project cancellations
For dashboard builds and measurement projects, cancellation 10 or more working days before the scheduled start is eligible for a refund of prepaid fees less any completed discovery, purchased data access or other agreed non-recoverable cost. With less notice, we may also retain up to 25% of the remaining project fee to cover reserved capacity. Once work has started, we provide completed work and refund only the unearned balance.
Reviews and workshops
Dashboard reviews cancelled at least five working days before the start receive a full refund less work already completed. Workshops cancelled at least 10 working days ahead receive a full refund. Later cancellations are eligible for a 50% refund, or you may reschedule once without a change fee where a suitable date is available.
Rescheduling and no-shows
Tell us as early as possible if a session must move. One reschedule is included when requested at least two working days before a meeting. A missed workshop or session with no notice is treated as delivered because the time was reserved and prepared; exceptional circumstances will be considered fairly.
Non-refundable amounts
Completed analysis, delivered dashboards, workshops already held, approved third-party platform charges and bespoke work already started are non-refundable unless defective and not corrected within a reasonable time. We do not deduct imaginary material or shipping costs; this consultancy does not sell physical goods.
Partial refunds and quality concerns
If a deliverable materially falls short of the signed scope, notify us within 14 days of delivery with enough detail to investigate. We first have a reasonable opportunity to correct it. If correction is not possible, an appropriate partial or full refund may be offered based on the affected portion.
How to request a refund
Use the contact form or call +44 029 2632 6529. Include your name, organisation, proposal or invoice reference, reason and preferred contact details. We acknowledge requests within two working days and normally decide them within 10 working days.
Processing and payment method
Approved refunds are returned to the original payment method wherever possible within 10 working days of approval. Bank or card providers may take additional time to display funds. We will agree an alternative secure method if the original route is unavailable.
Exceptions
We consider serious illness, bereavement and other exceptional events individually. Any agreed exception is limited to that situation and does not change this policy generally.