Eligibility
A refund request must name the engagement letter or invoice, the site, and the dates. Send it by post or telephone using the contact details. Email may be used to confirm a postal request already sent.
Timeframe
Ask within 14 days of the last scheduled on-site day, or within 7 days of a cancelled start date. Requests after those windows are considered only if we failed to attend a confirmed day without cause.
Full refund
If we cancel before any floor walk or file review has begun, fees paid toward that engagement are returned in full, minus any non-refundable travel already purchased at your written request.
Partial refund
If work has started—files opened, a floor walk begun, or a draft board lettered—we bill days actually worked at the visit rate and refund the unused remainder of a prepaid fee. Plotter prints and third-party travel already spent are not returned.
Non-refundable items
Deposits that hold a named week on our calendar are non-refundable within 10 days of the first site day, unless we cancel. Purchased materials (plotter boards, lamination, printed lane maps) already made to your layout are non-refundable.
Process
We confirm receipt, state whether the request is full, partial, or declined, and name the amount. Refunds go back by the same method you used to pay the invoice (bank transfer or cheque). Card checkout is not offered on this site, so card-scheme chargebacks are not a standard path.
Processing time
Approved refunds are initiated within 15 business days. Bank posting times after that are outside our desk.
Cancellation and rescheduling
You may reschedule once without fee if you give 10 days’ notice. Later reschedules may forfeit the deposit. We reschedule without penalty if weather, a site shutdown, or illness prevents a safe floor walk.
No-shows
If the named dock contact is absent and no substitute can walk the floor, the day is billed. We will attempt a same-week recovery day if the site can staff it.
Work already started
Draft boards, photographs, and lane tables produced before cancellation remain our working papers unless the visit letter assigns them to you upon payment of the partial fee.
Stewardship visits
A prepaid unused stewardship day more than 10 days out may be moved or refunded. Inside 10 days it is treated as a no-show unless we caused the miss.
Exceptions
Mandatory consumer protections in GE, if they apply to you, override any tighter limit in this page. This page does not cover financial products, wallets, or Marvel merchandise, which we do not sell.