Refunds & cancellations

Scope

This policy applies to discovery calls, paid advice engagements, annual review retainers, and any deposits collected for provider discharge packs or meeting reservation. Harbor Crest does not sell physical products, downloadable courses, or subscription software through this site.

Discovery calls

Complimentary discovery calls may be cancelled or rescheduled at any time. No fee applies for no-shows on discovery calls, though repeated missed appointments may limit future booking priority.

Cooling-off and engagement fees

Once you sign an engagement letter, you may cancel within 14 days of signing if we have not yet begun substantive fact-find or analysis work, and receive a full refund of fees paid for that engagement. If you ask us to start work during the cooling-off period, you agree that fees for work already performed may be deducted from any refund.

Partial refunds

If you cancel after the fact-find meeting but before the suitability report is issued, we refund the unused portion of the fixed fee after deducting time already spent at the rates noted in your engagement letter. After the suitability report is delivered, engagement fees are generally non-refundable because the core advice deliverable has been provided.

Non-refundable items

• Fees for advice work already completed and delivered in writing
• Third-party costs we have already paid on your behalf (for example paid pension discharge packs), unless the provider refunds us
• Annual review retainer fees for review meetings already held in the retainer year

Deposits

Deposits for document packs are refundable if cancellation occurs before we order them. After ordering, deposits are refundable only to the extent the provider refunds Harbor Crest.

Rescheduling and no-shows

Paid meetings may be rescheduled with at least 48 hours’ notice at no charge. Cancellations inside 48 hours, or no-shows without notice, may incur a meeting fee of up to £150, deducted from any refund or invoiced separately. We will attempt one courtesy reschedule for genuine emergencies documented to us.

Work already started

Analysis hours, draft report preparation, and provider correspondence begun under a signed letter are billable. We provide an itemised note of time if a partial refund calculation is required.

Refund process and timing

Email hello@softwarearchitecture.digital with your name, engagement reference, and reason for the request. We confirm eligibility within five working days and process approved refunds within 14 working days to the original payment method where possible.

Exceptions

Where a complaint about advice suitability is upheld under our complaints process, remediation may include fee refunds beyond this policy. Nothing here limits statutory rights that cannot be excluded under UK law.