Client terms
Refund and Cancellation Policy
What happens when plans change before or after relocation work has begun.
Last updated: 15 August 2026
Consultation cancellation
Cancel a confirmed video consultation at least 48 hours before its start for a full refund of the consultation fee. Cancellation between 24 and 48 hours qualifies for a 50% refund. A cancellation with less than 24 hours’ notice is non-refundable because preparation and appointment time have been reserved.
Rescheduling and no-shows
You may reschedule once without charge by giving at least 48 hours’ notice. Later requests are handled according to availability and may be treated as a cancellation. If you do not join within 15 minutes and have not contacted us, the session is considered a no-show and no refund is due.
If Service Wirebase must cancel, you may choose a new time or a full refund. We will try to accommodate genuine emergencies fairly, but any exception is assessed individually and does not change this policy for future bookings.
Document reviews and work already started
For a Document Readiness Review or custom written engagement, you may cancel before work begins for a full refund. After review has started, we deduct the fair value of preparation and completed work and refund any remaining amount. Once the agreed written review has been delivered, the fee is non-refundable except where the service is materially defective or mandatory law requires otherwise.
Deposits and external costs
A custom engagement may require a deposit stated in its written confirmation. The refundable portion depends on work completed at cancellation. Government fees, certified translations, courier charges, purchased materials, and other client-approved third-party costs cannot be refunded by us once committed; we do not ordinarily purchase such items without written approval.
How to request a refund
Email info@service-wirebase.digital with your name, appointment date, service, and reason for cancellation. Do not include bank or card details. Approved refunds are returned through the original payment method within 10 working days; your provider may need additional processing time.
Service concerns
If a delivered consultation does not match the confirmed scope, contact us within 14 days and identify the issue. We may correct or complete the work, provide a proportionate partial refund, or issue a full refund where the service had no usable value. Dissatisfaction with an authority decision, housing outcome, processing time, or other result outside our control does not by itself make the planning service refundable.
Mandatory consumer cancellation or refund rights applicable to you are not limited by this policy.