Refunds, cancellations & rescheduling

This policy applies to advice engagements and appointment deposits with Stonebridge Financial Consulting. It does not cover product premiums paid to insurers or lenders, which follow those providers’ own terms.

Eligibility

Refunds relate to fees you paid directly to us for advice work or meeting deposits. Commission rebates or product cancellations are handled separately with the relevant provider where applicable.

Timeframe

Cancellation requests should be emailed to hello@devframehq.digital as soon as practicable. We confirm receipt within two working days.

Full and partial refunds

• Before fact-find work begins: deposits are refunded in full if you cancel more than five working days before the first paid meeting.
• After fact-find has started: we refund the unused balance after deducting adviser hours already worked at the rates in your engagement letter.
• After the written recommendation is delivered: project fees for work completed are non-refundable. Fees for agreed follow-up meetings not yet held may be refunded or credited.

Non-refundable items

Third-party charges we have already paid on your instruction (for example specialist transfer analysis fees disclosed in advance) are non-refundable once incurred. Complimentary discovery calls carry no charge and therefore no refund.

Refund process and timing

Approved refunds are returned by the original payment method within 14 working days of approval. You will receive written confirmation of the amount and the hours deducted, if any.

Cancellations and rescheduling

You may reschedule a booked meeting once without charge if you give at least two working days’ notice. Shorter notice or a second reschedule may incur an administration fee stated in your engagement letter. We may reschedule for adviser illness or urgent compliance reasons; in that case no fee applies.

Deposits

Project deposits (typically 30%) secure adviser time and initial research. They are applied to the final invoice. Unused deposit amounts after partial cancellation follow the partial refund rules above.

No-shows

If you miss a paid meeting without notice, we may charge for the reserved time. A replacement meeting is scheduled only after that charge is settled or waived at our discretion.

Work already started

Research hours, provider calls, and draft report preparation already undertaken are billable. We provide a breakdown on request before finalising any partial refund.

Exceptions

Statutory cooling-off rights for distance contracts may apply in limited consumer situations; where they do, they take precedence over conflicting parts of this policy. Mortgage and protection product cancellations follow lender or insurer rules, not this page.

Contact for refund requests

hello@devframehq.digital · +44-8-255-1025 · 8893 Keeling Throughway, Lang-le-Donnelly, Wales, United Kingdom