Legal
Refunds, cancellations & rescheduling
This policy applies to fee-paying consultations with Pennycroft Financial Guidance — including comprehensive planning, pension reviews, protection assessments, and pre-retirement workshops. It does not cover insurer premiums, investment product charges, or third-party fees.
Refund eligibility
You may be eligible for a full or partial refund when you cancel within the timeframes below, when we cancel an engagement we cannot complete, or when we agree that the delivered work fell materially short of the engagement letter through our fault.
Timeframe for cancellation by you
- More than 14 days before the first paid meeting or workshop date: full refund of fees paid for that engagement, including any booking deposit.
- 7–14 days before: 50% refund of fees paid for unused work; work already completed (for example document review already underway) may be charged at a reasonable proportion.
- Fewer than 7 days before, or after the first paid meeting has begun: deposits are non-refundable; remaining fees reflect work already performed.
Full versus partial refunds
A full refund returns all consultation fees you have paid for that engagement. A partial refund deducts the value of discovery already completed, third-party file requests we have paid for with your consent, and administrative time already spent. We will itemise deductions in writing.
Non-refundable items
- Booking deposits once inside the non-refundable window above.
- Fees for work already delivered (written plans issued, workshops completed).
- Costs of medical or provider reports ordered with your authority.
- Insurer premiums or product charges paid to third parties.
Refund process
Email hello@query-insight.digital with your name, engagement reference or invoice number, and reason for the request. We confirm receipt within three working days and decide within fourteen working days.
Processing time & method
Approved refunds are returned by the original payment method where possible within fourteen working days of approval. Bank transfers may take longer depending on your bank.
Cancellation by us
If we must cancel because of illness, conflict of interest, or inability to advise within our permissions, you receive a full refund of unused fees or the option to reschedule at no extra consultation charge.
Rescheduling
You may reschedule an agreed meeting once at no charge with at least 48 hours’ notice. Later changes or repeated reschedules may incur an administrative fee of £75, disclosed before confirmation.
Deposits
Where a booking deposit is taken (typically 40% on engagements above £1,000), it secures diary time and initial document review. Deposit refundability follows the cancellation windows above.
No-shows
If you miss a scheduled meeting without notice, that session is treated as delivered for fee purposes. We will offer one courtesy rearrange at our discretion.
Work already started
Once fact-find review or draft recommendations have begun, fees reflect progress even if you later decide not to implement advice. You still own any written plan already issued under the engagement.
Exceptions
Statutory cooling-off rights for distance contracts, where applicable, operate alongside this policy and prevail where they give you a stronger position. Complaints about advice quality are handled under our complaints procedure and may result in redress separate from this refund schedule.
Contact for refund requests
72816 Jammie Shore, Dicki-le-Maggio, England, United Kingdom · +44-5-138-7485 · hello@query-insight.digital