Refund and cancellation policy

Last updated: 1 June 2026. This policy applies to paid advisory engagements with Service Sycamore Hub Ltd, including purchase behaviour audits, buy-path reviews, studies, consultations, and briefings described on this site.

Eligibility

Refunds relate to fees paid for scoped engagements. Website browsing is free. Informational rates on /pricing/ are not charges.

Cooling-off and timeframe

If you are a consumer contracting at a distance, you may cancel within 14 days of the engagement letter unless you ask us to begin work during that period and acknowledge that the right may be lost for work already performed. Business clients follow the cancellation terms in the engagement letter.

Full or partial refunds

If we cancel an engagement before meaningful work begins, we refund fees paid in full. If you cancel after the kick-off call but before the findings brief is delivered, we may refund the unused portion after deducting time already spent on inventory and review, billed at the rates in the letter. Once the written brief has been delivered, fees for that engagement are non-refundable.

Non-refundable items

Completed readout sessions, delivered briefing documents, and third-party interview stipends already paid on your behalf (when agreed in writing) are non-refundable.

Deposits

Deposits secure calendar time. Deposits become non-refundable once scheduled discovery work has started, except where we cancel or fail to deliver through our fault.

Rescheduling and no-shows

Remote sessions may be rescheduled with at least three working days’ notice. Late cancellations or no-shows may forfeit that session fee. We offer one complimentary reschedule per engagement when notice is timely.

Work already started

Journey inventory, behaviour review sessions, and draft writing count as started work. Partial refunds reflect remaining unfinished stages only.

Refund process and timing

Email contact@service-sycamorehub.click with your engagement reference and reason. Approved refunds are processed within 14 working days to the original payment method where possible.

Contact

Refund requests: contact@service-sycamorehub.click, 0131281687, Street: Langton Road; City: Edinburgh; State/province/area: Midlothian; Zip code: EH9 3BN; Country: United Kingdom.