A clear approach to service refunds.

The services covered by this policy.

This policy applies to all six consultancy services currently offered through the 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.

These are consultancy services delivered through scheduled face-to-face meetings and are not physical goods.

When a refund may apply.

The following provides the general refund framework. Any mandatory statutory rights continue to apply.

Cancellations made in good time.

Where a consultation is cancelled at least 24 hours before the scheduled start time and the service has not commenced, the eligible amount will normally be refunded in full.

The 24-hour period is calculated from the agreed appointment start time rather than from the calendar date alone.

Requests made less than 24 hours before.

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

A late cancellation does not automatically qualify for a full refund because the reserved consultation time may no longer be reasonably available for another appointment.

However, we will consider the reason for the cancellation, the amount of notice provided, whether any preparation has already been completed and whether the appointment can reasonably be reallocated.

Any refund decision will also take account of applicable statutory rights.

When a consultation is missed.

If a customer does not attend the agreed consultation and does not provide advance notice, the appointment may be treated as a missed session.

A missed appointment will not normally qualify for a full refund because the scheduled consultation time has been reserved and the service opportunity has been lost.

If the missed appointment resulted from circumstances outside the customer’s reasonable control, we encourage the customer to contact us promptly so that the circumstances can be reviewed.

When the consultation has already begun.

A face-to-face consultation is regarded as having started when the agreed consultation begins at the scheduled appointment time.

If the customer chooses to end the session after it has started, the refund position will depend on the extent to which the service has already been provided.

Where only part of the agreed service has been delivered, any eligible refund will be assessed proportionately where appropriate and subject to the applicable service terms and legal requirements.

If we cannot provide the agreed service.

If ARCTIC DPM LIMITED needs to cancel a scheduled consultation and cannot reasonably provide an alternative appointment, the eligible unused amount will normally be refunded.

Where a suitable alternative appointment is offered, the customer may choose whether to accept the alternative arrangement or request the applicable refund where available.

We will aim to notify customers as soon as reasonably possible if a scheduled appointment needs to be changed or cancelled.

How refunds are returned.

Where a refund is approved, it will normally be returned using the same method and account originally used for the relevant transaction.

We do not normally issue refunds to a different account or to an unrelated third party.

If the original method is no longer available, has been closed or cannot technically receive the refund, we will contact the customer to agree a reasonable alternative method and may request information needed to complete it.

When will a refund be processed?

Once a refund has been approved, ARCTIC DPM LIMITED will normally initiate the refund within 5 working days.

The time required for the refunded amount to appear in the customer’s account can depend on the relevant bank, card issuer or financial service provider.

Where additional information is required, the review period may begin once that information has been received.

How to request a refund.

Refund requests should be made by contacting ARCTIC DPM LIMITED by email.

To help us review the request efficiently, please include:

• Your name.
• The email address used for the original enquiry.
• The name of the consultancy service.
• The scheduled consultation date and time.
• The reason for the cancellation or refund request.
• Any relevant information explaining the circumstances.

We may request additional information where it is reasonably necessary to verify the appointment or assess the request.

How refund requests are assessed.

Administrative corrections.

If the same service has been arranged more than once in error, or an administrative issue has resulted in an incorrect amount being processed, please contact us promptly.

Once the relevant information has been verified, any confirmed duplicate or incorrect amount will normally be returned within 5 working days of approval.

Unexpected circumstances.

We understand that circumstances can arise unexpectedly. Serious travel disruption, sudden illness, family emergency or other circumstances outside reasonable control may be considered individually.

Customers should contact us as soon as reasonably possible. Providing notice promptly helps us determine whether the appointment can be rearranged or whether a refund is appropriate.

Any assessment will be made consistently with applicable legal requirements and the circumstances of the individual service.

When a full refund may not apply.

A full refund may not be available where:

• The consultation has already been fully delivered.
• The customer does not attend without reasonable advance notice.
• A cancellation is made less than 24 hours before the scheduled appointment and the circumstances do not support a refund.
• Work specifically included within the agreed service has already been completed.

These circumstances do not override statutory rights that apply to the customer.

Written confirmation.

Once a refund has been approved and initiated, confirmation will normally be sent by email to the contact address associated with the relevant service arrangement.

The confirmation may include the approved amount, date on which the refund was initiated and the method used to return the amount.

If the customer has not received the amount within a reasonable period after the stated processing date, they should contact us so that the matter can be checked.

Need help with a refund request?

Please contact ARCTIC DPM LIMITED as soon as possible if you need to discuss a cancellation, refund request or refund that has not arrived within the expected timeframe.