Cancellation & Refund Policy

1. Scope of This Policy

This policy applies to business operations consultancy services arranged through our website or directly with our team. These may include operational reviews, order processing assessments, inventory management reviews, customer service workflow assessments and administrative process recommendations.

It covers initial consultations, follow-up sessions, agreed project work, written reports, process templates and other electronic materials supplied as part of a consultancy service.

Where a separate written proposal or service agreement contains specific cancellation arrangements, those arrangements will apply to the extent that they are consistent with applicable law. Nothing in this policy removes any mandatory rights available under consumer protection legislation.

2. How to Cancel a Booking

All cancellation requests must be sent in writing so that there is a clear record of the request and the date on which it was received.

You can submit a cancellation request by:

• Emailing consult@mayfieldbusinessadvisory.net.
• Using the contact form on our website and selecting or describing your cancellation request.
• Replying to the booking confirmation email, where one has been provided.

Please include your name, booking reference if available, consultation date or project details, and a brief explanation of your request.

A cancellation takes effect when we receive your written request. We will acknowledge the request within 3 business days and explain any applicable charges, outstanding work or refund arrangements. If you have not received an acknowledgement, please contact us again to check that your request has reached us.

3. Client Cancellations

Clients may request cancellation before a consultation or consultancy project begins. We encourage clients to contact us as soon as they know that they will no longer require the service.

Before the service starts

Where no substantive consultancy work has begun, a cancellation may qualify for a full refund of amounts paid for the unprovided service, subject to any lawful and properly disclosed charges for work or costs already incurred.

After preliminary work has started

If we have already reviewed documents, prepared for a consultation, conducted initial research or completed other agreed preliminary tasks, the value of that work may be deducted from the amount otherwise refundable, where permitted by law and supported by the agreed service terms.

After a consultation or project has started

If a consultation has taken place or project work is underway, any refund will be assessed against the services already delivered, the work completed and any remaining work that has not been supplied. Charges will not automatically be treated as fully earned merely because a booking was made.

After the service has been completed

Once the agreed consultancy service has been fully delivered, a change of mind or a decision not to use the recommendations will not normally create a right to a refund. This does not affect rights where the service was not supplied as agreed or where applicable law provides another remedy.

4. When Cancellation Is Accepted

We will normally accept a cancellation request in the following circumstances, subject to the stage of the service and any applicable legal requirements:

• Before confirmation: You decide not to proceed before we have accepted the booking or agreed to provide the service.
• Before work begins: You cancel an accepted booking before substantive consultancy work has started.
• Change in business requirements: Your business no longer needs the proposed review or consultation and you notify us before the relevant work has been carried out.
• Duplicate booking: A booking has been submitted more than once for the same service and the duplicate is identified before the service is delivered.
• Mutually agreed cancellation: Both parties agree in writing to end the booking or project.
• Our inability to provide the service: We are unable to deliver the agreed service and cannot offer a reasonable alternative that you accept.
• Material change to the agreed service: A significant change is required to the agreed scope, timing or essential arrangements and you do not agree to proceed on the revised basis.
• Applicable legal cancellation rights: You exercise a cancellation right provided by relevant consumer legislation, where that legislation applies to your booking.

Accepting a cancellation request does not necessarily mean that all payments will be returned. Any refund will be calculated separately under the relevant sections of this policy.

5. When Cancellation Is Not Accepted

A cancellation request may not be accepted as a basis for cancelling charges already properly incurred or recovering payment for services that have been fully supplied. Examples include:

• Completed consultations: A consultation has already taken place and the agreed session has been delivered.
• Completed consultancy work: The agreed assessment, report or other service has been completed and supplied.
• Change of preference: You no longer want the service, have changed your business plans or have decided not to implement the recommendations after receiving the agreed work.
• Unfavourable findings: You disagree with the findings of a review or are dissatisfied solely because the assessment does not identify the outcome you expected, where the service was otherwise delivered with reasonable care and skill.
• Failure to provide requested information: Work cannot progress because you have not supplied the documents, access or instructions reasonably required, and the agreed work has already been carried out to the extent possible.
• Unauthorised use of deliverables: A cancellation request is made after you have received and used the agreed report, template or other deliverable.
• Expired legal cancellation period: A statutory cancellation period has ended and no other contractual or legal basis for cancellation applies.

6. Cancellation Charges

We do not apply an automatic cancellation percentage to every booking. Any amount retained must reflect the service already supplied, reasonable work properly undertaken, or costs that can lawfully be charged under the agreed terms.

Where a cancellation occurs, we may consider:

• Consultancy hours already completed.
• Research, document review and preparation already carried out.
• Reports, drafts or other agreed materials already prepared.
• Reasonable third-party costs specifically incurred for the project, where recoverable under the agreed terms and applicable law.
• Any remaining service that has not yet been supplied.

We will provide an explanation of any amount deducted from a refund. We will not charge for work that has not been carried out merely because a booking was cancelled, unless a separate lawful charge was clearly agreed in advance.

Any cancellation charge must be fair, proportionate and consistent with applicable law. We will not impose a charge that amounts to an unlawful penalty or an unfair contractual term.

7. Cancellations or Changes by Us

In limited circumstances, we may need to cancel, postpone or change a consultation or project arrangement. This may happen because of unexpected staff availability, operational disruption, technical problems, circumstances beyond our reasonable control or an issue that prevents us from providing the service as agreed.

If we need to cancel a booking, we will contact you using the details provided and explain the available options.

Depending on the circumstances, you may choose to:

• Accept a reasonable alternative appointment or delivery date.
• Agree to a revised scope or arrangement in writing.
• Cancel the affected service and receive a refund for the part that has not been provided.

If we cancel a service and you do not accept an alternative, we will refund the payment attributable to the unprovided portion of the service. Where part of the service has already been delivered and remains of value to you, the refund will be assessed fairly against the undelivered portion.

We will not charge you for work that we have not performed simply because we are unable to complete the booking.

8. When a Refund May Be Available

A refund may be available in the following situations:

• Payment made for a service not started: You have paid for an agreed service that has not begun and the booking is validly cancelled.
• Service cancelled by us: We cannot provide the agreed service and no acceptable alternative is agreed.
• Duplicate or excess payment: You have accidentally paid twice or paid more than the agreed amount.
• Unprovided part of a service: A project is only partially completed and a remaining portion has not been supplied.
• Failure to supply the agreed service: We have not provided the service in accordance with the agreed description or applicable legal standards.
• Valid statutory cancellation: You exercise a legal right to cancel within the applicable period.
• Other agreed refund: We confirm in writing that a refund is due following review of the circumstances.

Where only part of a project has been completed, we will calculate any refund by reference to the unprovided work and the value of the services already delivered, taking account of applicable statutory rights.

9. When a Refund Will Not Normally Be Available

A refund will not normally be available in the following circumstances, unless required by law or agreed by us:

• The agreed consultation has taken place and the service was delivered as described.
• The consultancy report or agreed digital deliverables have been completed and supplied in accordance with the agreed scope.
• You decide not to use, share or implement the recommendations after receiving the agreed service.
• Your business circumstances change after the service has been properly completed.
• You do not achieve a particular commercial result, financial improvement, sales increase or operational outcome that was not expressly guaranteed in writing.
• You do not provide the information or cooperation reasonably needed for the service, where the relevant work has nevertheless been performed and the applicable charges are lawful.
• You request a refund solely because you have changed your mind after the applicable cancellation right has expired and the service has been supplied.

This section does not exclude refunds or other remedies where the service was not provided with reasonable care and skill, was materially different from what was agreed, or where a statutory right applies.

10. How Refunds Are Processed

To request a refund, contact us in writing at consult@mayfieldbusinessadvisory.net. Please include:

• Your full name or business contact name.
• The booking reference, invoice number or project description.
• The date and amount of the original payment.
• A clear explanation of why you are requesting a refund.
• Any relevant correspondence or supporting information.

We may ask for reasonable additional information to identify the payment and assess the request. We will not ask you to send full payment card details or account passwords by email.

Once we have the information needed to review your request, we will assess the service provided, the work completed, the agreed terms and any applicable legal rights.

We aim to provide an outcome within 10 business days after receiving all information reasonably required. If the matter is complex or requires further investigation, we will explain the reason for the delay and provide an updated response timeframe.

Approved refunds will normally be sent to the original payment method. If that method is no longer available, we may contact you to agree a reasonable alternative payment arrangement after carrying out appropriate checks.

11. Refund Processing and Arrival Times

Once a refund has been approved, we aim to issue the refund within 5 business days. The time it takes for the money to appear in your account depends on the payment provider, bank and payment method.

These are estimated processing periods, not a guarantee that every bank or payment provider will complete the transaction within the stated time. International payments, weekends, public holidays and additional bank checks may take longer.

If the refund has not appeared after the relevant estimated period, please contact us. We can confirm the date and amount of the refund issued and provide available payment confirmation details to help you follow up with your bank or payment provider.

12. Digital Reports and Deliverables

Our consultancy services may include electronic reports, operational review documents, workflow recommendations, inventory management templates, customer service process guides and other digital materials.

Where a deliverable has been completed and supplied in accordance with the agreed service description, a refund will not normally be available solely because you decide not to use it or would prefer a different business approach.

If a digital deliverable is missing, materially incomplete or does not correspond to the agreed scope, please contact us with details of the issue. Where appropriate, we may correct the document, provide the missing material or offer another remedy required by the agreement or law.

If a project includes several separate deliverables, any refund assessment may take account of which items have already been completed and supplied and which remain outstanding.

Nothing in this section removes any applicable statutory right relating to digital content or services.

13. Missed Appointments and Late Changes

Clients are responsible for attending consultations at the agreed time and providing any information needed for the session.

If you cannot attend, please contact us as early as possible. We will consider reasonable requests to reschedule, particularly where sufficient notice is provided.

If you do not attend a confirmed consultation and have not contacted us beforehand, we may treat the appointment as a missed session. Where time has been reserved and preparation has already been completed, a reasonable charge may apply if it was clearly disclosed and agreed in advance and is permitted by law.

If you arrive late, the consultation may need to finish at the originally scheduled time so that other confirmed appointments are not affected. We will consider an extension or alternative arrangement where availability allows.

A missed appointment does not automatically remove any statutory cancellation or refund right that applies to the booking.

14. Limitations and Disclaimer

Our services provide business operations consultancy and practical recommendations based on the information made available to us. We aim to carry out agreed work with reasonable care and skill.

Consultancy recommendations are intended to support business planning and operational decision-making. They do not constitute a guarantee of increased revenue, reduced costs, improved sales, business growth or any other specific commercial result.

Business outcomes may depend on factors outside our control, including the accuracy of information supplied, internal management decisions, staffing, market conditions, customer behaviour and the way recommendations are implemented.

Unless expressly agreed in writing, our consultancy services do not constitute legal, tax, accounting, investment, financial or regulated professional advice. Clients should seek advice from an appropriately qualified professional where such advice is required.

We are not responsible for decisions made independently by a client or for losses arising solely from the client’s failure to consider relevant circumstances or obtain other professional advice where appropriate. This does not exclude responsibility for our own failure to exercise reasonable care and skill or any liability that cannot lawfully be excluded.

Events Outside Our Reasonable Control

We will not be responsible for a delay or failure caused by circumstances beyond our reasonable control, such as widespread service interruptions, serious technical failures, extreme weather, public emergencies or other unexpected events. We will take reasonable steps to notify affected clients and discuss suitable alternatives.

Where such circumstances prevent us from providing a paid service, we will consider the appropriate cancellation or refund for the part that has not been supplied. This provision does not remove mandatory legal rights.

Liability That Cannot Be Excluded

Nothing in this policy excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.

Nothing in this policy limits a consumer’s statutory rights or prevents a client from seeking a remedy available under applicable law.

15. Statutory Cancellation and Consumer Rights

Some bookings may be subject to statutory cancellation rights under UK consumer protection legislation, including rules relating to contracts made online or away from business premises.

Where a statutory cancellation period applies, the applicable period and requirements will be explained or provided in accordance with the law. For many qualifying distance service contracts, the cancellation period is 14 days from the date the contract is entered into.

If you ask us to begin providing a service during an applicable cancellation period, we may need your express request and acknowledgement of the relevant legal consequences. If you then cancel after the service has started, you may be required to pay a proportionate amount for the service supplied up to the point of cancellation, where the law permits this.

If a service has been fully performed during the cancellation period, the right to cancel may end only where the relevant legal conditions have been satisfied, including any required express consent and acknowledgement.

The application of these rules depends on the nature of the client and contract. Some business-to-business bookings may not receive the same statutory cancellation rights as consumer contracts.

If there is any conflict between this policy and a mandatory legal right, the mandatory legal right will take priority.

16. Contact Details

For cancellation requests, refund enquiries or questions about this policy, please contact:

Mayfield Business Advisory
MAYFIELD EDINBURGH HOLDINGS LIMITED
Company Number: 15950760
166 College Road, Harrow, Middlesex, United Kingdom, HA1 1RA

Email: consult@mayfieldbusinessadvisory.net

Telephone: +44 20 8711 6254

We aim to acknowledge cancellation and refund enquiries within 3 business days. Please include your booking or invoice details so that we can identify the relevant service.