Refunds & cancellations

## Scope This policy applies to paid consultations and advisory engagements with North Quay Financial Counsel, including comprehensive planning reviews, retirement income reviews, investment second opinions, protection audits, and hourly advisory time. It does not cover third-party product premiums, investment platform fees, or services we do not provide. ## Complimentary discovery calls Discovery calls are free of charge. Cancelling or missing a discovery call does not create a fee. Repeated no-shows may lead us to decline further bookings. ## Deposits on fixed-fee engagements Fixed-fee engagements typically require a 40% deposit on signing the engagement letter. The deposit reserves adviser time and covers initial document review. ## Full refund eligibility You may receive a full refund of fees paid (including the deposit) if: - You cancel in writing before we begin document review or the first fact-find meeting; and - No substantive work has started under the engagement letter. Requests made within 14 days of signing, where work has not started, are normally honoured in full. ## Partial refunds If work has started but the written advice has not been delivered, we may refund the unused portion of the fee after deducting time already spent at our published hourly rate (£220) plus any non-recoverable third-party costs agreed in advance. The deduction will be itemised. ## Non-refundable items - Time already worked and documented on your file - Completed written memoranda or audit reports once delivered - Third-party charges you authorised (for example, expedited document retrieval fees) ## Rescheduling You may reschedule a booked meeting once without charge if you give at least 48 hours’ notice. Shorter notice may forfeit that meeting slot; a replacement meeting can be arranged subject to diary availability without an automatic extra fee for the first occurrence. ## No-shows If you miss a scheduled fact-find or recommendation meeting without notice, we may charge for the reserved time at the hourly rate or deduct it from a fixed fee. A second no-show may lead to termination of the engagement with fees due for work completed to date. ## Work already started Once fact-find interviews have occurred or statements have been analysed, cancellation triggers the partial refund rules above rather than an automatic full refund. ## Refund process and timing Email hello@cognitive-cloudsystem.digital with your name, engagement reference, and reason for the request. We confirm the calculation within five working days and process approved refunds by bank transfer to the originating account within 14 working days of approval. ## Method Refunds are made by bank transfer only. We do not hold card payments on this website. ## Contact for refund requests North Quay Financial Counsel 822 Reichel Rapids, Upton Cruickshank Place, England, United Kingdom Telephone: +44-7-431-1430 Email: hello@cognitive-cloudsystem.digital