Refund policy

This policy applies to professional services from Platfcloud for platform adoption analytics, including instrumentation design, module uptake reviews, feature discovery analysis, tenant scorecards, and release impact reads. We do not sell physical products or run an online checkout. Contact: hello@platfcloud.digital, +44 070 8988 7343, 23 Church Way, Bradworthy, EX22 6TA, United Kingdom.

Eligibility

Refunds are considered only for fees paid under a signed proposal or statement of work. Indicative website prices are not invoices and create no refund obligation.

Cooling-off for consumer clients

If you engage us as a consumer (not for business), you may cancel within 14 days of agreeing to the engagement if we have not started work at your request. If you ask us to begin within that period, you remain responsible for the value of work already performed.

Full refunds

A full refund of fees paid for an unused engagement is available if we cancel the work before the kick-off session, or if we fail to deliver the agreed primary deliverable within the contracted timeline for reasons solely within our control and after a reasonable cure period stated in the statement of work.

Partial refunds

If an engagement is cancelled after kick-off, we refund the unused portion of prepaid fees after deducting time already spent at the rates in the agreement, plus non-recoverable third-party costs approved by you in writing. Completed milestones marked accepted are non-refundable.

Non-refundable items

• Completed discovery workshops and delivered event dictionaries or instrumentation plans
• Accepted scorecard packs, uptake review decks, and release impact reports
• Deposits marked non-refundable in the proposal once the scheduled kick-off date has passed
• Third-party data or tooling licences purchased on your behalf with prior approval

Cancellation by you

Provide written notice to hello@platfcloud.digital. Cancellations more than 10 business days before kick-off: prepaid fees refunded minus a £150 administration fee if materials were already prepared. Within 10 business days: deposit retained; remaining prepaid unused fees refunded after deduction for preparation already performed.

Rescheduling

You may reschedule a kick-off or review session once at no charge with at least 5 business days’ notice. Later changes may incur a rescheduling fee of £100 or forfeiture of that session slot if our calendar cannot be filled.

Deposits

Deposits secure calendar time and initial preparation. They are applied to the final invoice. Deposits become non-refundable after kick-off or if you cancel within 10 business days of kick-off, except where we are at fault for non-delivery.

No-shows

If your team misses a scheduled workshop without 24 hours’ notice, that session is charged as delivered and is not refundable. We will offer one courtesy reschedule where capacity allows.

Work already started

Analysis, interviews, and draft deliverables produced before cancellation are billable. You may request copies of work completed to date upon settlement of outstanding fees. Purchased materials or approved tooling costs are non-refundable once ordered.

Refund process and timing

Email a refund request with your company name, invoice number, and reason. We confirm receipt within 3 business days and decide within 10 business days. Approved refunds are returned via the original payment method within 14 business days of approval.

Refund method

Bank transfer or card refund to the original payer. We do not issue cash refunds.

Exceptions

Nothing in this policy limits mandatory rights under UK consumer law. Business clients’ refund terms in a signed agreement prevail over this page where they conflict.