Refunds & cancellations

Scope

This policy applies to paid analysis engagements with Querymesh Hub: volatility monitoring retainers, regime assessments, event-risk briefings, and Moorgate working sessions. It does not cover goods, software licences, or subscription products — we do not sell those.

Cooling-off and deposits

Fixed-scope work (assessments and briefings) typically requires a 50% deposit on confirmation. If you cancel in writing more than five business days before the agreed kickoff, we refund the deposit in full. Cancellations inside five business days forfeit the deposit unless we can reassign the calendar slot, in which case we refund 50% of the deposit.

Monitoring retainers are invoiced monthly in advance. The first month’s invoice is due before coverage begins.

Monitoring retainers

• Cancellation — Either party may end a retainer with 30 days’ written notice after the minimum three-month term. Fees already paid for the notice period remain due; unused future months beyond the notice period are refunded.
• Early exit during the minimum term — Fees for the remaining minimum months are payable unless we agree a pause or reduced scope in writing.
• Pause — One pause of up to 30 days per twelve-month period may be agreed when calendars allow; no refund is issued for a pause — coverage dates shift instead.

Assessments and briefings

• Full refund — Available if we cancel, or if you cancel more than five business days before kickoff (deposit returned as above; any further prepayment returned in full).
• Partial refund — If work has started (kickoff held or drafting begun) and you cancel, we invoice for time spent at a reasonable portion of the fixed fee and refund the balance of sums paid.
• No refund — After the final deliverable and walkthrough call are completed, fees are non-refundable.
• Rush bookings — Rush surcharges are non-refundable once work has started.

Rescheduling

You may reschedule a kickoff or working session once without charge if you give at least three business days’ notice. Later reschedules may incur a £150 administration fee or forfeiture of a rush surcharge.

No-shows

If you miss a scheduled call or Moorgate session without notice, that session is treated as delivered. A replacement session may be booked at the half-day rate or as part of retainer time.

Work already started / materials

Drafts, surface snapshots, and research notes prepared for your engagement remain billable even if the engagement is cancelled mid-stream. We do not purchase third-party data terminals on your behalf; any agreed third-party data costs disclosed in a proposal are non-refundable once ordered.

Refund method and timing

Approved refunds are returned to the original payment method within 14 business days of written approval. Bank transfer details may be requested where card refunds are unavailable.

How to request a refund

Email [email protected] with your engagement reference, reason, and preferred contact number. We confirm receipt within two business days and state the refund decision within ten business days.

Exceptions

Nothing in this policy limits mandatory rights under UK consumer law where they apply. Professional and institutional clients should also refer to their engagement letter, which may set additional commercial terms.