Refunds & cancellations
This policy covers paid advice engagements and scheduled appointments with Willow Court Financial Advice. It does not apply to product premiums paid to insurers or pension providers.
Eligibility
Fees paid for advice consultations may be refundable in whole or in part depending on how much work has been completed when you cancel. Discovery calls are free and therefore not subject to refunds.
Timeframe to request a refund
Contact us within fourteen days of an invoice payment if you wish to cancel before the fact-find meeting. After the fact-find, refund requests are assessed against work already performed.
Full refunds
A full refund of engagement fees paid is available if you cancel in writing before we begin the fact-find and before we have ordered third-party pension statements on your behalf.
Partial refunds
If you cancel after the fact-find but before the recommendation meeting, we refund the unused portion of the fee after deducting time already spent on analysis, typically billed against the engagement at a fair proportion of the fixed fee. Once a recommendation letter has been delivered, fees for that engagement are generally non-refundable.
Non-refundable items
Charges for third-party information searches, courier of original documents at your request, and any insurer or platform fees paid directly to other firms are non-refundable through Willow Court.
Refund process
Email hello@intelliweb.digital with your name, engagement reference, and reason for the request. We confirm eligibility within five working days.
Processing time and method
Approved refunds are returned by bank transfer to the account that paid the invoice, usually within ten working days of approval.
Cancellation and rescheduling
You may reschedule a discovery call or advice meeting once without charge if you give at least forty-eight hours' notice. Shorter notice may forfeit that meeting slot; a replacement slot is offered subject to diary availability.
Deposits
The initial fifty percent invoice on engagement acts as a deposit against the full fee. It is applied to work done and is refundable only under the full-refund conditions above.
No-shows
If you miss a scheduled fact-find or recommendation meeting without notice, we may charge for the reserved time or require a new booking fee before rearranging.
Work already started
Cashflow modelling, scheme comparisons, and draft letters prepared before cancellation remain chargeable. You may request copies of unfinished drafts already created for your file.
Exceptions
If we cancel an engagement because we cannot advise (for example, a case outside our permissions), any fees paid for unfinished work are refunded in full. Statutory cooling-off rights for distance contracts, where they apply to consumers in Great Britain, are respected in addition to this policy.
Contact for refund requests
Willow Court Financial Advice · 2601 Tate Shores, Friesenhampton, England, United Kingdom · +44-6-809-1592 · hello@intelliweb.digital