Cancellation & Refund Policy
We keep cancellations and refunds clear and practical. This policy explains when a confirmed consultation or service can be cancelled, when a refund may be available, how changes are handled and when approved refunds are expected to reach the original payment account.
Cancellation should be simple to understand.
We understand that plans can change. If you need to cancel a confirmed consultation or service arrangement, please let us know as soon as possible. We look at the timing of the request, the status of the service and any work already carried out before confirming whether a refund is available.
A booking request that has not yet been confirmed is treated differently from a confirmed arrangement. Likewise, once work has started or a service has been substantially prepared specifically for a customer, cancellation may no longer result in a full refund.
An enquiry that has not been confirmed can normally be withdrawn before a booking arrangement is agreed.
A confirmed consultation cancelled at least 24 hours before its start time can normally be reviewed for refund.
Late cancellation may affect the amount refundable, particularly where time or preparation has already been allocated.
Once a refund is approved and processed, it is normally received within 5–10 working days, subject to the payment provider or bank.
Situations where cancellation can be requested
Customers can ask to cancel a confirmed consultation or service arrangement at any time before the agreed start time. The important point is that the timing of the request can affect whether a refund is available.
Where the request is received early enough and no substantial work has already been carried out specifically for the customer, we can review the cancellation and applicable refund without unnecessary delay.
If your request has not yet been confirmed, you can withdraw the enquiry before the consultation arrangement is agreed.
A cancellation received at least 24 hours before the agreed start time can normally be considered for a refund under the confirmed arrangement.
Where the agreed service has not started and no substantial customer-specific preparation has been completed, cancellation can be reviewed for refund.
A change in plans does not prevent you from requesting cancellation. Please provide the request as soon as possible so the arrangement can be reviewed.
Situations where a refund may not be available
A cancellation does not automatically mean that the full amount will be returned. Once time has been reserved or customer-specific work has already been carried out, there may be costs or completed work that cannot simply be reversed.
The following situations may therefore be treated as non-refundable or subject to an adjustment based on the confirmed arrangement.
A cancellation received less than 24 hours before the agreed start time is not automatically eligible for a full refund.
Once the consultation or agreed service has started, cancellation is normally not eligible for a refund for the unused time.
Amounts relating to work already completed specifically for the customer may not be refundable.
Failure to attend a confirmed consultation without advance notice may mean that the reserved consultation time is treated as used.
Repeated requests to move the same confirmed arrangement may require a new booking arrangement, particularly where availability has already been allocated more than once.
Where the agreed service has already been completed, cancellation cannot normally undo the completed service or create an automatic refund.
The timing of your cancellation matters
To keep the process fair and predictable, cancellation requests are considered against the time remaining before the agreed consultation or service begins.
Please send the cancellation request as early as possible. Where the service has not started and no substantial customer-specific work has been completed, a refund may normally be approved according to the confirmed payment arrangement.
The 24-hour period is measured backwards from the agreed consultation or service start time. For example, if a consultation is confirmed for Wednesday at 15:00, a cancellation received by Tuesday at 15:00 meets the 24-hour notice period.
Completed or substantially prepared services
Cancellation is intended to stop an arrangement before the relevant work has taken place. It is not intended to reverse work that has already been completed.
A refund will therefore normally not be available for work that has already been delivered, completed or substantially prepared specifically for the customer.
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01
Completed consultation
A consultation that has already taken place cannot normally be cancelled retrospectively.
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02
Completed translation work
Work already completed specifically for the customer cannot normally be treated as an unused service.
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03
Completed interpretation service
Once an agreed interpretation session has been delivered, the completed session is not normally refundable through a later cancellation request.
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04
Customer-approved work
Work that has been specifically requested, approved and already carried out may remain payable even if the customer later changes their plans.
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05
Customer-specific preparation
Where substantial preparation has already been made specifically for a confirmed service, the related amount may be excluded from any refund.
If a customer does not attend
For consultations arranged by telephone or online communication, please be ready at the confirmed time. If we cannot reach you at the agreed start time, we will allow a reasonable waiting period before treating the consultation as a missed appointment.
We will normally wait up to 15 minutes after the agreed start time before closing a consultation where the customer has not joined or responded.
If you know that you will be late or unable to attend, please tell us before the agreed start time. A new arrangement may be possible subject to availability.
Changing the date instead of cancelling
If your plans have changed but you still need the service, rescheduling may be a better option than cancellation. Requests received at least 24 hours before the confirmed start time can normally be reviewed for another available date or time.
A new date is not confirmed until it has been agreed with you. Any newly requested consultation must also comply with the minimum one-day advance booking requirement.
We can check availability for another suitable arrangement.
A late change may not be possible because the original time has already been allocated.
A replacement consultation cannot be created as a same-day booking.
The replacement date must meet the minimum one-calendar- day advance requirement.
Tell us as soon as you know
Cancellation requests should be sent using the official communication details provided for the booking. Please include enough information for us to identify the arrangement and process the request correctly.
Provide your name and the confirmed consultation or service date and time.
Clearly tell us that you want to cancel or reschedule the confirmed arrangement.
Requests received 24 hours or more before the start time provide the clearest opportunity for refund review.
The cancellation is not treated as confirmed until we acknowledge and process the request.
How we decide whether a refund applies
When a cancellation request is received, we review the booking information and the status of the relevant service. This helps us apply the same practical approach to each request.
How much notice was given before the agreed start time.
Whether the consultation or service has started or already been completed.
Whether customer-specific work or preparation has already been carried out.
The payment and cancellation arrangements agreed before the service was confirmed.
How an approved refund is handled
If a refund is approved, we will confirm the amount and process it using the payment arrangement associated with the booking, where practical.
Refunds are normally returned to the original payment account or through the same payment route used for the relevant transaction. We do not normally send a refund to a different account unless an alternative arrangement has been specifically agreed.
We record the cancellation request and check the confirmed booking details.
We review the notice period, service status and any work already completed or prepared.
Where a refund applies, the refundable amount is confirmed before processing.
The approved refund is processed through the applicable payment arrangement.
The refund is normally received within 5–10 working days after processing, depending on the payment provider or bank.
When should a refund arrive?
We aim to process approved refunds promptly after the cancellation review has been completed. Once the refund has been processed, the time for the funds to appear can depend on the payment provider and the receiving bank.
This period starts from the date the approved refund is processed, not necessarily from the date the customer first requests cancellation.
Weekends and public holidays may affect the time taken by the receiving bank or payment provider. If the refund has been confirmed as processed but has not appeared after 10 working days, please contact us so the transaction can be checked.
If we need to change or cancel an arrangement
There may be occasions when we cannot provide a confirmed consultation or service at the originally agreed time. If that happens, we will contact the customer as soon as reasonably possible and discuss an alternative arrangement.
Where an alternative arrangement is not suitable and a refund is applicable under the confirmed payment arrangement, the relevant amount will be reviewed and processed accordingly.
We may offer another suitable date or time where availability allows.
Where appropriate, another practical arrangement may be discussed with the customer.
If the agreed service cannot be provided and no suitable alternative is accepted, any applicable refund will be reviewed.
Keep your cancellation confirmation
Once you send a cancellation request, please keep the related communication until the cancellation and any applicable refund have been confirmed.
The date and time at which a cancellation request is received may be relevant when checking whether the applicable notice period was met.
A practical limitation of responsibility
We will use reasonable care when handling cancellation and refund requests and will base our review on the information available for the confirmed arrangement.
We are not responsible for delays caused by circumstances outside the agreed service arrangement, including delays arising after an approved refund has been processed by a payment provider or receiving bank.
We are also not responsible for problems caused by inaccurate payment details or other information supplied by the customer. If an incorrect detail has been provided, please tell us promptly so that the position can be checked.
Nothing in this policy is intended to remove or limit any responsibility that cannot lawfully be excluded or limited under applicable law.
These cancellation terms apply immediately
This Cancellation & Refund Policy takes effect immediately. It applies to cancellation requests and new service arrangements made after these terms become available on the website, subject to any specific cancellation or payment arrangement already confirmed with the customer.
We may update this policy when our services, booking process or payment arrangements change. The version available when a new arrangement is made will apply to that arrangement unless a different written arrangement has already been confirmed.
Need to change your booking?
If your plans have changed, please contact us as soon as possible with the confirmed consultation or service details. We can review the timing, explain the available options and confirm the cancellation or rescheduling arrangement.
Effective immediately. Cancellation requests are reviewed according to notice period, service status and the confirmed payment arrangement.