Refunds and cancellations

Eligibility

Refunds apply to fees paid directly to WillowCore Utility Ltd for studies listed on this site. This policy covers professional services — audits, mapping, fork reviews, and retainers — not physical goods retail.

Cooling-off and cancellation before work starts

If you cancel in writing before we begin ingesting exports, we refund payments received minus a £75 administration fee. If a deposit was the only payment, the remainder of that deposit is returned.

After work has started

Once export cleanup or mapping has begun:

• Full refund is unavailable for work already performed.
• Partial refund may apply to unused stages (for example a readout not yet held). We calculate the unused portion from the statement of work and refund that slice within fourteen days of agreement.
• Materials already produced (draft maps, cleaned tables) remain licensed only after settled invoices; unpaid drafts must be deleted on request.

Non-refundable items

• Completed readouts and final briefs already delivered
• Printed poster boards that have been produced to your request
• Third-party travel booked with your written approval

Deposits

The 40% deposit secures your start week. It is credited to the final invoice. If you reschedule with at least five working days’ notice, the deposit transfers to the new date once. Later reschedules may require a fresh deposit.

No-shows

If your team misses a scheduled readout without twenty-four hours’ notice, we may charge a £120 rearrangement fee or treat the readout as delivered if materials were sent in advance.

Retainer quarters

Quarterly path review fees are due at the start of each quarter. Unused quarters are not refundable and do not roll forward. Cancelling a retainer requires thirty days’ written notice before the next quarter begins.

Process and timing

Email hello@utilitywillowcore.click with your invoice number and reason. Approved refunds are returned by the original payment method within fourteen working days.

Exceptions

If we materially miss an agreed delivery date for reasons within our control, you may cancel the remaining unused stages for a proportional refund.