Refunds and cancellations

Scope

This policy covers professional services sold by WillowCore Desktop Ltd: cross-sell recommendation lift studies, recommendation catalogue reviews, lift visualisation briefings, quarterly retainers, and advisory days. No physical goods or software licences are sold through this website.

Cooling-off for consumers

If you commission as a consumer under UK distance-selling rules, you may cancel within 14 days of agreeing the engagement, provided work has not been started with your express request to begin during that period. If you ask us to start within the cooling-off period, you remain liable for work already performed.

Deposits

Some proposals request a deposit (typically 30–40% of the project fee) to reserve analyst time. Deposits are refundable in full if we cancel. If you cancel more than ten working days before the agreed start date, deposits are refunded minus a £150 administration charge. Cancellations inside ten working days forfeit the deposit unless we rebook the slot with another client, in which case we refund the unused portion.

Full and partial refunds

• Before data access begins: fees paid (less any non-refundable deposit rules above) are refundable.
• After data access, before interim readout: partial refund of unused fee stages, typically 40–60% depending on hours already logged; stated in your statement of work.
• After interim readout or draft pack delivery: fees for completed stages are non-refundable; unused later stages may be refunded.
• After final pack and briefing: no refund for that engagement.

Non-refundable items

Travel booked at your request and already incurred, third-party data-room fees paid on your behalf, and completed advisory days are non-refundable.

Retainers

Quarterly retainers may be cancelled with 30 days’ written notice before the next quarter. The current quarter’s fee is non-refundable once the quarter has started and a readout date has been set. Unused future quarters are refunded.

Rescheduling and no-shows

Briefings may be rescheduled once without charge if you give at least three working days’ notice. Later changes or no-shows may incur a £220 rebooking fee or forfeit of that briefing slot within a fixed project.

Work already started / materials

Analysis hours, draft charts, and written summaries already produced remain billable. Source datasets you supplied are returned or deleted per the privacy notice; we do not “refund” data.

Refund process and timing

Email hello@desktop-willowcore.click with “Refund request”, your proposal reference, and reason. We confirm eligibility within five working days. Approved refunds are returned to the original payment method within fourteen working days of approval.

Contact

Office 8, 41 Example Road, Bristol ZZ4 4AA
Phone: +44 117 000 2180
Email: hello@desktop-willowcore.click