Refunds

Eligibility

Refunds apply to fees paid directly to Service Sequoia Hub Ltd for scoped consulting work such as trial-to-paid conversion analysis, readiness reviews, friction audits, and follow-up checks. Website forms do not take payment; refunds relate to invoices issued under a written engagement.

Timeframe

Cancellation or refund requests should be sent in writing to contact@service-sequoiahub.click as soon as possible. We aim to confirm receipt within two business days.

Full and partial refunds

If you cancel more than ten business days before the agreed kick-off date, prepaid fees are refundable in full minus any non-refundable deposit stated in your confirmation. Cancellations between ten and three business days before kick-off may receive a partial refund of up to fifty percent of fees for work not yet started. Cancellations within three business days of kick-off, or after kick-off has occurred, are generally not refundable for the portion of work already scheduled or begun.

Non-refundable items

Deposits marked as non-refundable in your engagement letter remain non-refundable once paid, except where we cancel the engagement for reasons within our control. Fees covering completed working sessions, delivered draft findings, or final findings packs are not refundable.

Work already started

Once briefing materials have been reviewed or a working session has taken place, fees for those stages are earned. Any unused later stages may be credited or partially refunded at our discretion based on remaining scheduled effort.

Purchased materials

We do not purchase third-party analytics subscriptions on your behalf as part of standard engagements. If a rare, pre-agreed pass-through purchase is made with your written approval, that cost is non-refundable once incurred.

Refund process and timing

Approved refunds are processed to the original payment method within fourteen business days of written approval. Bank processing times may add further days depending on your provider.

Cancellation and rescheduling

You may request to reschedule working sessions with at least five business days’ notice at no charge, subject to analyst availability. Late rescheduling may count as a used session. We may reschedule for illness or unavoidable conflict and will offer a new date promptly.

Deposits and no-shows

Engagements longer than two weeks may require a deposit to reserve analyst time. Failure to attend a confirmed session without notice may forfeit that session’s allocated fee. Repeated no-shows may lead to closure of the engagement with fees due for completed work.

Exceptions

If we are unable to deliver the agreed scope for reasons within our control, you may choose a rescheduled delivery or a refund of fees for undelivered portions. Statutory rights that cannot be excluded under United Kingdom law remain unaffected.

Contact for refund requests

Email contact@service-sequoiahub.click, phone 0203375754, or write to Street: 30 River Gardens Walk; City: London; State/province/area: Greater London; Zip code: SE10 0GB; Country: United Kingdom. Include your engagement reference and the reason for the request.