Refund and cancellation policy

Before work begins

You may cancel within 14 days of accepting a proposal for a full refund, provided you have not asked us to begin sooner. If you request an early start, we may deduct the reasonable value of work completed up to cancellation.

Deposits and scheduled work

A proposal may require a deposit to reserve delivery time. Deposits are refundable when cancellation arrives at least 10 working days before the agreed start date. With less notice, we may retain the portion needed to cover time we could not rebook and non-recoverable commitments; any balance is refunded.

Work already started

Once an engagement starts, completed analysis, workshops, data review and delivered materials are non-refundable. If you end the work early, we calculate fees for work completed and committed time, then refund any unused prepaid balance. There are no physical goods or shipping charges.

Rescheduling and no-shows

Workshops may be moved once without charge with at least three working days' notice, subject to availability. Later changes may incur the reasonable cost of reserved time. A missed workshop without notice is treated as delivered, except where exceptional circumstances make that unfair.

When a full or partial refund applies

We provide a full refund for work we cancel and cannot reasonably reschedule. If an agreed deliverable is materially incomplete or does not match the signed scope, contact us within 10 working days. We will first offer correction within a reasonable time; where correction is not practical, a proportionate refund applies.

Non-refundable items and exceptions

Completed bespoke analysis, used retainer time, completed workshops and authorised third-party costs are not refundable merely because priorities change or recommendations differ from expectations. This does not affect statutory rights, and we consider serious illness, bereavement and comparable exceptional events fairly.

How to request a refund

Email hello@resource-routehub.digital with your name, engagement, invoice number, reason and relevant dates. We acknowledge requests within two working days. Approved refunds are issued to the original payment method within 10 working days; your provider may take additional time to display them.