Cancellations, rescheduling and refunds

Last updated: 15 August 2026

Cancelling a consultation

Email info@engine-vaulthub.digital with your booking reference. If you cancel more than 48 hours before the appointment and preparatory work has not started, we refund the full fee. Where review of your questionnaire or timeline has begun, we may retain a proportionate amount for completed work and refund the balance.

For cancellations within 48 hours, up to 50% may be retained because the time is unlikely to be rebooked and preparation may be complete. A missed appointment without notice is non-refundable, except where mandatory law or a genuine emergency requires a different result.

Rescheduling

One request made more than 48 hours before the meeting can usually be moved without charge, subject to availability. Later requests may carry a reasonable rescheduling charge reflecting lost time. We consider illness and emergencies individually and do not ask for excessive personal evidence.

Work already delivered

Completed meetings, written readiness notes, milestone maps and used follow-up time are non-refundable unless the service was defective or a statutory right applies. No purchased materials are normally involved in our consultancy. If we ever agree an exceptional third-party cost in writing, a non-recoverable amount already committed with your approval cannot be refunded.

Deposits and multi-meeting work

Most standard sessions are paid in full rather than by deposit. A quoted family or multi-meeting engagement may require a deposit stated in its proposal. Unless the proposal says otherwise, unused deposit funds are refundable after deducting completed preparation and non-recoverable agreed costs.

Consumer withdrawal rights

Consumers may have a statutory withdrawal right for distance contracts. If you expressly ask us to begin during the withdrawal period, you may owe a proportionate amount for service supplied before withdrawal. The right can expire after full performance where legally valid consent and acknowledgement have been obtained. Any booking communication will provide required instructions.

How refunds are processed

We confirm the eligible amount by email and normally process it within 10 working days. Funds are returned to the original payment method unless we agree another lawful method. Bank processing may add time outside our control.

When we cancel

If we cancel and cannot offer an acceptable replacement date, we refund all fees for undelivered work. This does not limit any further mandatory rights.

Questions or refund requests should be sent to info@engine-vaulthub.digital.