Last updated: 15 September 2026.
Scope and how to contact us
This policy covers the £150, two-hour Reasoning Firms visit purchased for your business. It forms part of the service terms when you book. All times refer to the confirmed visit start time in the Europe/London time zone, including daylight saving where applicable. Notice periods are elapsed hours, including weekends and bank holidays.
To cancel or request another date, reply to your booking email or use our contact form. Include your name, business, booking reference and visit date if agreed. Notice counts when your email reaches us or your form submission is received, not when we reply. We will acknowledge within two working days. If your email cannot be delivered, use the form.
Before a visit date is agreed
Payment reserves a two-hour visit to arrange by email; it does not reserve a particular date. You can cancel for a full refund until we have both confirmed a date and time in writing. If we cannot agree a date within 14 calendar days of payment, we will refund you in full unless you ask us in writing to continue arranging it.
Cancelling or moving a confirmed visit
- At least 48 hours before the start: cancel for a full refund, or move the visit to an available date without a change fee.
- Less than 48 hours before the start: a cancellation or date change may incur a charge of up to £75. We refund the rest, or apply it to the replacement visit if you choose to reschedule; any top-up will be confirmed before you agree.
- If you do not attend or cannot provide the agreed access when we arrive: a charge of up to the £150 visit fee may apply.
Any retained amount is limited to our reasonable net loss from the cancelled slot. We deduct costs saved and replacement income earned for that time, and explain the calculation on request. The amounts above are maximums, not automatic penalties. We will consider illness, emergencies and other exceptional circumstances fairly.
If we need to cancel or are delayed
If we cancel, you may choose another available date or a full refund of all amounts paid for the affected visit. You do not have to accept a credit. If our delay would materially shorten the visit, you may choose the full two hours at another suitable time or a full refund.
Refunds and the project credit
We issue refunds to the original payment method within 14 calendar days of cancellation or agreement of the refund. We will tell you when issued; your payment provider may take additional time to display it. We do not deduct payment-processing or administration fees from a full refund promised here.
A completed, paid visit carries a £150 credit against your first agreed development project. We show it on the project quote or invoice. There is no obligation to commission a project and no expiry on that credit. A refunded visit or a cancellation charge does not create a project credit; the credit cannot be exchanged for cash or used twice.
Project cancellations and service concerns
For a development project, the written scope and service terms set out cancellation and payment arrangements. Our default is to charge only for work actually completed and previously approved third-party commitments that cannot be recovered, within the agreed scope and price. We return any remaining advance payment.
If a service has not been delivered as agreed, contact us through complaints procedure. Cancellation charges do not replace your remedies for our breach or any rights the law protects. These services are offered for business purposes; we do not ask anyone to waive consumer rights by ticking a box.