Refunds and postponement
These rules apply to professional briefings and retainers described on this site. We do not sell goods, software licences, or training seats, so there is no product-return desk.
Eligibility
A refund is due if we cancel an engagement for a reason other than your unusable extract or unpaid invoice, and we have not already delivered the draft pack. If we have delivered a draft, a partial refund is considered against hours already spent, at the £950 day rate, with a written breakdown.
Timeframe
Ask within fourteen days of the event you want refunded (a cancelled briefing, a retained quarter you no longer want, or a scoping invoice you believe was raised in error). Older requests are considered only where we failed to send a pack we had confirmed.
Full refund
The 40% invoice after written confirmation is refundable in full if you withdraw before we receive an extract, provided you write to hello@system-routeline.click and we have not booked mainland travel that cannot be cancelled. Travel already purchased is deducted at cost.
Partial refund
Once an extract is in our hands, the first invoice is not refundable: the gap list is work. If you stop after the gap list and before the draft, we invoice days actually spent and refund any unused portion of later invoices you prepaid. Committee pack retainers can be ended after a quarter; unused future quarters are refunded, the current quarter is not.
Non-refundable items
Days already spent reading files, a delivered draft or final pack, a briefing that took place, and travel or room hire bought at your request. We do not refund because the committee disliked the sentence about notification lag.
Process
Write to hello@system-routeline.click with the engagement name, confirmation date, and whether you want postponement instead of money back. We reply within five working days with the calculation.
Processing time and method
Approved refunds go back by the same bank transfer or cheque route you used to pay, within fourteen days of our agreement in writing. We do not refund in cash at the Dail Mor office.
Cancellation and rescheduling
You may move a briefing once, with ten working days’ notice, at no extra fee. Later moves, or a second move, cost a half day. If your extract arrives more than three weeks late, we may move the briefing and keep the first invoice.
Deposits
The first invoice is a deposit against the named engagement. It is not a standing credit for other work.
No-shows
If nobody from your side attends the agreed briefing and you had not postponed, the briefing fee portion is earned. We will send the pack anyway if it was already issued.
Work already started
A gap list, a cleaned garage field, a file sample session, and a draft paragraph are started work. They are charged as days even if you later decide not to sit the committee.
Materials
We do not buy policyholder-facing materials. Printed packs we bring to your office are included in the fee; extra bound copies are quoted.
Contact
Refund requests: hello@system-routeline.click, 07089858746, 93 St Andrews Lane, Dail Mor, HS2 0QE, United Kingdom.