Cancellation & Refund Policy

Scope of This Policy

This policy covers cancellations, appointment changes and refunds relating to consultations arranged with our company.

It applies to both individual consultations and agreed consultation packages. Where a specific written agreement contains additional arrangements, those arrangements will be read alongside this policy, provided they do not reduce any mandatory rights available to the customer.

This policy does not create an automatic appointment or service commitment when an enquiry is submitted. A consultation is only confirmed once the arrangements have been discussed and accepted by both parties.

Appointment Confirmation

Customers may contact us through the website enquiry form, email or telephone to discuss their consultation requirements. An initial enquiry is not a confirmed appointment.

Before confirming a consultation, we will aim to agree:

• The consultation subject and intended scope.
• The agreed starting price or applicable consultation fee.
• The expected consultation duration.
• The proposed date and time.
• The meeting location and any practical arrangements.
• Any information or musical reference materials the customer should bring.

The customer should review these arrangements and raise any questions before confirming the appointment.

Cancelling a Consultation

If you need to cancel an appointment, please contact us as soon as possible by email or telephone.

More than 48 hours before the appointment

If you notify us at least 48 hours before the scheduled consultation, we will normally offer the option to reschedule or cancel the appointment. Where a refund is due, it will be handled in accordance with the refund provisions below.

Less than 48 hours before the appointment

If you cancel within 48 hours of the scheduled appointment, please contact us directly so that we can review the circumstances and any arrangements already made.

We may consider reasonable, evidenced costs or work already completed where this is permitted by the applicable agreement and consumer law. Any amount retained must be fair and proportionate to the work carried out or the actual costs properly incurred. We will not apply an automatic penalty simply because a cancellation is made within 48 hours.

Changing an Appointment

If you cannot attend at the agreed time, you may request another appointment by contacting us.

We will make reasonable efforts to offer an alternative date and time, subject to availability. A revised appointment is only confirmed once the new arrangements have been agreed.

Please provide as much notice as possible. Requests made within 48 hours of the appointment may be more difficult to accommodate, particularly where a meeting location or preparation arrangements have already been agreed.

If a suitable alternative cannot be arranged, the customer may cancel the appointment. Any refund will be assessed under this policy and applicable statutory rights.

Late Arrival and Missed Appointments

Customers should arrive at the agreed meeting location at the scheduled time and allow sufficient time for travel.

If you expect to be late, please contact us as soon as reasonably possible. We will consider whether the consultation can continue within the remaining time or whether another arrangement is more appropriate.

Where a customer does not attend and has not contacted us, we will attempt to establish whether there has been a misunderstanding or an unexpected problem.

A missed appointment does not automatically remove any statutory rights. Any decision about a refund or rearranged consultation will take account of the agreed arrangements, the circumstances and any work or costs already incurred.

If We Need to Cancel

On occasion, circumstances may prevent us from holding a consultation as arranged. This may include illness, unexpected unavailability, travel disruption or other circumstances beyond our reasonable control.

If we need to cancel, we will contact you as soon as reasonably possible and explain the situation.

You may choose to:

• Accept an alternative appointment, subject to mutual agreement; or
• Cancel the affected consultation and receive a refund of the amount attributable to the service that will not be provided.

If we are unable to provide the agreed consultation and you do not wish to rearrange it, we will not retain fees for services that have not been supplied, except where a lawful and fair adjustment is permitted in the particular circumstances.

When a Refund May Be Available

Refund requests are reviewed according to the consultation arrangements, the work already carried out and the circumstances of the cancellation.

Before consultation work begins

Where an appointment is cancelled before any agreed consultation work has begun, a full refund will normally be available for any amount already received, subject to applicable statutory rights and any clearly agreed, lawful arrangements.

After preparation or consultation work has begun

If work has already started, we will consider the extent of the work completed and any reasonable, evidenced costs properly incurred.

Where appropriate, a partial refund may be made after accounting for the proportion of the agreed service already supplied. Any deduction must be fair, proportionate and supported by the agreed scope and applicable law.

After a consultation has taken place

A consultation that has been fully provided in accordance with the agreed scope will not normally qualify for a refund simply because the customer later changes their creative preferences or decides to pursue a different musical direction.

This does not affect any rights the customer may have where the service was not provided with reasonable care and skill, was materially different from what was agreed, or where another legal remedy applies.

Partially completed consultation arrangements

If an agreed package contains more than one consultation or separately identifiable stages, we will consider the part already supplied and the part that remains outstanding. Any refund will be assessed on a fair and proportionate basis rather than automatically treating the whole arrangement as completed.

How Refunds Are Processed

If a refund is approved, we will confirm the amount and explain any adjustment made for services already supplied or costs that may lawfully be retained.

• Approved refunds will normally be arranged within 5 working days of confirmation.
• Where a refund is due under statutory cancellation rights, it will be made within the applicable legal time limit.
• Where possible, the refund will be returned using the original method and account used for the relevant transaction.
• If the original method is no longer available, we will contact the customer to agree an appropriate alternative.
• Depending on the relevant financial institution, the time taken for the funds to appear may vary. Please allow up to 10 working days after processing before contacting us about a delay.

The time required by a bank or other financial institution to display a refund is outside our direct control. We will provide confirmation of the refund arrangement where reasonably available.

Statutory Cancellation Rights

Nothing in this policy is intended to exclude, restrict or replace rights that customers may have under applicable consumer protection legislation.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, qualifying distance and off-premises service contracts generally carry a 14-day cancellation period. Whether this right applies depends on how and where the contract was concluded.

For a qualifying service contract, the cancellation period normally begins on the day the contract is entered into. A customer may exercise the applicable right by clearly informing us of the decision to cancel within the relevant period.

If a customer expressly asks us to begin providing a service during an applicable 14-day cancellation period, specific legal requirements apply. Where those requirements are met, a proportionate amount may be due for the service supplied up to the point of cancellation. The right to cancel may only be lost after full performance where the required request and acknowledgement have been obtained.

The statutory cancellation period does not automatically apply to every appointment arranged in person at a trader’s business premises. The customer’s circumstances and the method by which the contract was concluded are relevant.

Where statutory cancellation rights apply, any refund will be made within the legally required period. This policy does not remove rights or remedies relating to services that are not provided in accordance with the law.

How to Request a Cancellation or Refund

To request a cancellation, rearrangement or refund, please contact us using the details below. Including the following information will help us review your request:

• Your full name.
• The email address or telephone number used when arranging the consultation.
• The agreed consultation date and time, if confirmed.
• The consultation service concerned.
• A brief explanation of your request.

We will review the information and respond as soon as reasonably practicable. Where further details are needed, we may contact you before confirming the outcome.