Refunds & cancellations

This policy applies to paid consultations with South Quay Financial Advice, including personal financial planning, retirement income reviews, inheritance and family wealth sessions, and business owner financial reviews. It does not cover goods, shipping or digital product subscriptions — we do not sell those.

Eligibility

Fees already paid may be refunded in full if you cancel before we have started substantive work (fact-find review or meeting preparation beyond scheduling). Once preparation or a discovery meeting has begun, refunds are partial or unavailable as described below.

Timeframe to request

Cancel in writing (email to hello@analytics-ops.digital) at least 48 hours before a booked meeting for a full refund of unused fees. Requests made within 48 hours are treated as late cancellations.

Full refunds

• Cancellation more than 48 hours before the first meeting, where no document review has started
• We cancel a meeting and cannot offer a suitable alternative within a reasonable time
• Duplicate payment made in error

Partial refunds

If we have completed a fact-find review or drafted part of a plan before you cancel, we may retain a fair portion of the fee reflecting time spent (typically 30–70% depending on progress) and refund the balance. You will receive a short written breakdown.

Non-refundable items

• Fees for meetings already held
• Completed written plans delivered to you
• Late cancellation or no-show fees described below
• Third-party costs we incurred at your written request (for example courier of documents) once spent

Deposits

Larger engagements may require a deposit to reserve diary time. Deposits are applied to the final invoice. Unused deposits follow the same cancellation rules as fees.

Rescheduling

You may reschedule once without charge if you give at least 48 hours’ notice. Further reschedules or late changes may incur an administrative charge of £40 to cover diary disruption.

No-shows

If you miss a booked meeting without notice, we may charge for the reserved time (up to the full session fee for fixed-fee reviews, or a stated portion for multi-stage planning). A new meeting requires a fresh booking.

Work already started

Once we have analysed your documents or begun drafting recommendations, cancellation does not entitle you to a full refund. You may request copies of work completed to that point as part of the partial-refund settlement.

Refund process and timing

Email hello@analytics-ops.digital with your name, invoice number and reason. We confirm eligibility within five working days. Approved refunds are returned by the original payment method within 10–14 working days of approval. Bank timelines after release are outside our control.

Contact for refund requests

hello@analytics-ops.digital · +44-5-901-1997 · 943 Park Road, West Hahningham, Wales, United Kingdom