Refunds & cancellations
This policy applies to planning and consultation fees charged by Crown Hill Advisory. It does not cover insurer premiums or investment platform charges paid to third parties.
Eligibility
Refunds relate only to fees you have paid directly to Crown Hill Advisory for advice or consultation work. Product premiums, fund charges, and platform fees billed by insurers or investment providers are outside this policy.
Cooling-off and timeframe
If you cancel a booked discovery meeting with at least two clear working days’ notice and no substantive work has begun, any booking deposit is refunded in full. After fact-finding or modelling has started, fees reflect work already performed.
Full refunds
A full refund of an unused consultation fee is available when we cancel an engagement for reasons within our control (for example, we discover a conflict of interest and cannot proceed) and no written recommendations have been delivered.
Partial refunds
If you withdraw after discovery materials have been reviewed but before the recommendation meeting, we may refund the unused portion of the fee after deducting time already spent at the rates set out in your engagement letter. Once a written plan has been delivered, that planning fee is generally non-refundable because the work product has transferred to you.
Non-refundable items
- Completed recommendation reports and cash-flow models delivered to you
- Implementation charges for products already arranged on your instruction
- Third-party costs (for example, medical underwriting fees) already incurred with your consent
Deposits
Where a deposit secures a planning slot, it is applied to the final invoice. Deposits are refundable if you cancel within the notice period above and work has not started; otherwise they may be retained against preparatory time.
Rescheduling and no-shows
You may reschedule a meeting once without charge if you give at least two working days’ notice. Late cancellations or no-shows may forfeit the deposit or incur a rearrangement fee stated in your engagement letter.
Work already started
Researching pension schemes, building models, and drafting recommendations count as started work. We will explain the stage reached if you ask to pause or cancel mid-engagement.
Refund process and timing
Email hello@webanalytics.digital with your name, engagement reference, and reason for the request. We aim to confirm the outcome within ten working days. Approved refunds are returned by the original payment method within fourteen working days of approval.
Contact
Refund requests: hello@webanalytics.digital, +44-6-191-9386, 5122 Klocko Point, Lower Smithaming, England, United Kingdom.