Clear arrangements when plans change.

Services covered by this policy.

This policy applies to the six consultancy services offered by ARCTIC DPM LIMITED through its website:

• Focused Operations Consultation — 30 minutes.
• Process Improvement Session — 45 minutes.
• Role & Responsibility Review — 60 minutes.
• Performance Measures Session — 75 minutes.
• Management Improvement Workshop — 90 minutes.
• Operational Improvement Planning Session — up to 2 hours.

All of these services are consultancy sessions delivered through a scheduled face-to-face meeting.

The main cancellation deadline.

A cancellation or change request should normally be made at least 24 hours before the scheduled consultation time.

The 24-hour period is calculated by reference to the agreed appointment start time. For example, where a consultation is scheduled for 15:00 on a Wednesday, a request should normally be received by 15:00 on the Tuesday.

What different notice periods mean.

Please contact us directly.

Cancellation or change requests should be sent to ARCTIC DPM LIMITED using the contact details provided below.

Where possible, include your name, scheduled consultation date and time, selected service and whether you are requesting a cancellation or a new appointment.

A request sent by email outside normal business hours will be considered received when it can reasonably be reviewed on the next working period, unless we have expressly acknowledged receipt earlier.

Changing rather than cancelling.

Where you would prefer to move your consultation to another date or time, please contact us at least 24 hours before the original appointment whenever possible.

We will make reasonable efforts to identify another suitable appointment. The replacement appointment depends on consultant availability and cannot necessarily be provided at the original time or on the same day.

A consultation may normally be moved once without treating the original appointment as a missed session where the request is made at least 24 hours in advance.

Repeated changes or requests made less than 24 hours before an appointment may require a new appointment arrangement.

Requests made within 24 hours.

A cancellation received less than 24 hours before the scheduled consultation is considered a late cancellation.

In these circumstances, ARCTIC DPM LIMITED may consider whether the appointment time could reasonably have been reallocated and whether any costs or preparation had already been incurred.

The outcome will also take account of the reason for the late cancellation and any rights that cannot lawfully be excluded or restricted.

We will not automatically apply the same outcome to every late cancellation where the surrounding circumstances are materially different.

If you do not attend.

If you do not attend a scheduled consultation and have not contacted us in advance, the appointment may be recorded as a missed consultation.

A missed consultation may not automatically be rescheduled. Any further arrangement will depend on the circumstances and available appointment times.

If you know that you are going to be unable to attend, contacting us as soon as possible is always preferable to simply missing the appointment.

Arriving after the agreed start time.

If you arrive late for a face-to-face consultation, the session will normally still end at the originally agreed time.

This means that late arrival may reduce the consultation time available.

Where a significant delay results from circumstances outside your reasonable control, please contact us as soon as possible. We will consider whether the appointment can reasonably be adjusted or rearranged.

If we need to change an appointment.

On occasion, circumstances may require ARCTIC DPM LIMITED to change or cancel a scheduled consultation.

Where this occurs, we will aim to provide notice as soon as reasonably possible and offer an alternative appointment where suitable availability exists.

If an alternative appointment cannot reasonably be arranged, the applicable refund or other remedy will be handled in accordance with the relevant service terms and applicable UK law.

Circumstances outside reasonable control.

We recognise that unexpected circumstances can sometimes prevent an appointment from taking place as planned.

Examples may include serious travel disruption, sudden illness, significant family emergency, severe local disruption or another event that could not reasonably have been avoided.

Such circumstances will be considered individually. We may offer a replacement appointment where reasonably possible.

This section does not remove or limit any statutory rights that apply to the customer.

When a consultation has begun.

Once a scheduled face-to-face consultation has started, cancellation is treated differently from a cancellation made before the appointment.

If you decide to end the consultation after it has started, the service may be treated as partially or fully delivered depending on the amount of the agreed session that has already taken place.

Any applicable refund or remedy will be assessed in accordance with the Refund Policy, the agreed service terms and applicable consumer law.

How cancellations relate to refunds.

This policy explains the cancellation process. It does not replace the separate Refund Policy.

Where a cancellation qualifies for a refund, the applicable refund will be handled in accordance with the Refund Policy and any mandatory rights under applicable UK law.

Where a consultation has already been delivered, the refund position may depend on the extent to which the service has already been provided.

Keeping arrangements clear.

When a cancellation or change request has been received, ARCTIC DPM LIMITED will normally confirm the resulting arrangement by email.

Customers should retain the confirmation message as a record of the agreed cancellation, change or replacement appointment.

Need to cancel or change an appointment?

Please contact ARCTIC DPM LIMITED as soon as you know that your scheduled consultation cannot proceed as planned.