Scope
This policy applies to engagements between Unhectic Limited and our clients. It does not apply to consumer purchases — we are a B2B firm and do not sell to consumers. Where a signed engagement contract sets specific cancellation or refund terms that differ from this policy, the engagement contract takes precedence; this policy is the default position where the contract is silent.
Cancellation rights
Our cancellation terms vary by engagement model. The three commercial models we operate are described in our approach; the corresponding cancellation rights are set out below.
Fixed-scope projects
Either party may cancel before work begins. Where work has begun, the client may cancel on 14 days’ written notice. Fees for work properly completed up to the cancellation date are payable; fees for work not yet started are not. Pre-paid amounts beyond the cancellation date are refunded within 30 days. Any deliverables already produced and paid for remain available to the client under the licence terms set out in the engagement contract.
Dedicated teams
Either party may cancel on 30 days’ written notice (or as set out in the engagement contract, where longer). Fees are pro-rated to the end of the notice period. No refund is due for time already worked. We use the notice period to wind down responsibly — handing over work in progress, transferring credentials and documentation, and closing out any outstanding items so the client is not left with loose ends.
Advisory retainers
Either party may cancel on 30 days’ written notice. Fees are pro-rated to the end of the notice period. Unused advisory hours from earlier billing periods are not refundable but, by default, do not roll forward beyond the period in which they accrue; the engagement contract may set different terms.
Refund process
Refundable amounts are returned to the original payment method (or by bank transfer where the original method is not available) within 30 days of agreement on the refund amount. We do not offset refunds against unrelated invoices without the client’s written agreement.
Statutory rights
Nothing in this policy reduces statutory rights that cannot be excluded under English law. Where a clause of this policy or of an engagement contract conflicts with a non-excludable statutory right, the statutory right applies.
Disputes
Disputes about a refund or cancellation are handled through our Complaints Procedure. We aim to resolve commercial disagreements informally first and to escalate only where that has not produced a workable outcome.
Annual review
This policy is reviewed annually by a director, and earlier where our engagement models or applicable law change materially.