Refunds and cancellations

This policy applies to paid consultations and planning engagements with Fairwater Financial Advisory. Discovery calls are free and do not require cancellation fees.

Eligibility

Refunds depend on how much professional work has already been completed against the letter of engagement. Fees cover adviser time, research, and written output — not physical goods.

Timeframe to request

Please request cancellations or refunds in writing to hello@scaleserve.digital as soon as possible, and no later than 14 days after the event giving rise to the request (for example, a missed meeting or a decision to stop mid-engagement).

Full refund

If you cancel after accepting a letter of engagement but before we have begun fact-find work or document review, we refund the consultation fee in full.

Partial refund

If work has started — for example, statements have been reviewed or a draft plan has been prepared — we may refund a portion reflecting unused stages. The engagement letter may set stage milestones; otherwise we calculate a fair partial refund based on hours already spent.

Non-refundable items

• Completed written plans already delivered to you
• Meetings you attended (or no-showed without 24 hours’ notice)
• Third-party costs already incurred with your written consent (for example, provider information requests with fees)

Deposits

Where a deposit secures a planning slot, it is applied to the final fee. If you cancel more than five working days before the first paid meeting, the deposit is refundable. Later cancellations may forfeit the deposit to cover reserved adviser time.

Rescheduling and no-shows

You may reschedule a meeting once without charge if you give at least 24 hours’ notice. Repeated short-notice changes or no-shows may be charged at a meeting rate stated in your engagement letter.

Work already started

Research and drafting time is billable even if you later decide not to implement recommendations. You retain the written materials produced for fees already paid.

Refund process and timing

Email hello@scaleserve.digital with your name, engagement date, and reason. We confirm the refund decision within ten working days. Approved refunds are returned by the original payment method within 14 working days of approval.

Contact

Refund requests: hello@scaleserve.digital · +44-5-014-0337 · 3568 Marilie Ferry, Heaneyham, Wales, United Kingdom