Refunds & cancellations | Harbour Crest Financial

This policy applies to fees and deposits for Harbour Crest Financial consultations and advice projects booked through our practice. It does not cover products held with third-party pension or investment providers.

Refund eligibility

Complimentary scoping calls are free and therefore not refundable. Paid consultation fees and project fees may be refunded in full or in part according to the conditions below. Fee guidance on the website is informational; your engagement letter controls the amounts charged.

Timeframe to request a refund

Contact us within 14 days of the charge if you believe a refund is due under this policy, or sooner if your engagement letter states a different window. Email hello@connectwebs.digital with your name, invoice reference, and reason.

Full refunds

• You cancel a paid consultation more than 5 working days before the agreed meeting time, and no substantive advice work has started
• We cancel a meeting and cannot offer a suitable alternative within a reasonable period
• A booking deposit is held and we decline to proceed after scoping, before advice work begins

Partial refunds

If document gathering or analysis has begun but the planning meeting has not occurred, we may refund the unused portion of the fee after deducting time already spent at the hourly implementation rate stated in your quote. If a multi-stage project is stopped mid-way by mutual agreement, completed stages remain chargeable.

Non-refundable items

• Fees for advice work already delivered and confirmed in writing
• Time spent on implementation support after you instructed us to proceed
• Third-party costs we incur on your written instruction (for example courier of certified documents), which are passed through at cost

Cancellation and rescheduling

You may reschedule a consultation once without charge if you give at least 2 working days’ notice. Later changes, or a second reschedule, may incur an administration fee of £75 or may be treated as a cancellation under the refund rules above.

Deposits

For projects quoted above £1,000 we may take a booking deposit to reserve planner time. The deposit is credited toward the final fee. If you cancel outside the full-refund window, the deposit may be retained to cover preparation already booked.

No-shows

If you miss a confirmed meeting without notice, the consultation fee for that session is payable in full. We will offer one courtesy rebooking at our discretion when there was a documented emergency.

Work already started

Once we have issued a fact-find pack, reviewed your documents, or drafted recommendations, fees for that work are due even if you later choose not to implement the advice with us.

Purchased materials

We do not sell physical retail products. Printed plan copies supplied as part of an engagement are included in the advice fee and are not separately refundable once delivered.

Refund process and timing

Approved refunds are processed to the original payment method within 14 working days of approval. We will confirm the amount in writing before the refund leaves our account.

Refund method

Bank transfer or card refund matching the original payment. We do not issue cash refunds from the office.

Exceptions

Statutory rights under UK consumer law remain unaffected where they apply to your engagement. Regulated advice complaints may also follow our formal complaints procedure, provided with your engagement documents.

Contact for refund requests

hello@connectwebs.digital · +44-6-177-9354 · 3872 Mavis Drive, Quigley-on-Miller, Scotland, United Kingdom.