Cancellation & Refund Policy
Clear arrangements for cancelling a consultation or project service, changing a booking and handling eligible refunds.
MEDIAWISE PROJECT aims to keep cancellation and refund arrangements simple and clear. The applicable arrangement depends on whether the service has been confirmed, started or completed at the time a cancellation is requested.
This policy applies to consultation bookings and project services arranged directly with MEDIAWISE PROJECT.
Cancellation requests should normally be made at least 24 hours before the agreed service time. Same-day cancellation requests may not qualify for a refund where preparation has already been carried out or the service time has been reserved.
Where applicable, customers have a 14-day cooling-off period beginning from the date the service arrangement is confirmed. During this period, a customer may request cancellation without needing to provide a reason, subject to any applicable legal exceptions and the provisions below.
To exercise the cooling-off right, the customer should send a clear cancellation request through the official communication channel used for the booking. The request should identify the relevant consultation, project or service arrangement.
- Where the service has not started, an eligible payment will normally be refunded following confirmation of the cancellation.
- If the customer has expressly requested that the service begin during the 14-day period, cancellation and refund treatment may take account of the service already supplied before the cancellation request.
- Where the service has been fully performed during the cooling-off period following the customer’s express request and applicable acknowledgement, the right to cancel may not apply to the completed service where permitted by applicable law.
- Any refund relating to a partially performed service may be adjusted to reflect the proportion of the service already supplied, where applicable.
The 14-day cooling-off period does not remove any separate cancellation rights that may apply under applicable law.
03 When a Booking Can Be Cancelled
A confirmed booking can normally be cancelled when the request is received at least 24 hours before the agreed service time.
Where the 14-day cooling-off period applies, a customer can request cancellation within that period subject to applicable exceptions and any service already supplied following an express request to begin early.
Outside the cooling-off arrangements, a customer can normally request cancellation at least 24 hours before the agreed appointment or service time. Where no service work has started and no specific non-refundable arrangement has been agreed, an eligible payment can be returned.
A project service may also be cancelled before work begins, provided the cancellation is received within the applicable notice period and no completed deliverables have already been supplied.
Cancellation requests should be sent using the official email address or another official communication channel used for the booking.
04 When a Booking Cannot Be Cancelled for a Refund
A cancellation does not automatically create a refund where the service has already been substantially carried out or specific work has already been completed.
- The cancellation is requested less than 24 hours before the agreed service time and the reserved service time or preparation cannot reasonably be reused.
- The consultation or agreed service has already started, subject to any applicable cooling-off rights.
- Project work has already been carried out specifically for the customer’s requirements.
- A requested project deliverable has already been completed and supplied to the customer.
- A customer has expressly requested that a service begin during the applicable 14-day cooling-off period and the service has already been supplied to the extent permitted by applicable law.
- A customer has approved work to proceed and the agreed preparation or project activity has already been completed.
- The customer does not provide information reasonably needed to carry out the agreed service after work has started.
- The service arrangement specifically states that a particular completed item or preparation stage is not refundable, subject to applicable legal rights.
Where only part of a project has been completed, MEDIAWISE PROJECT may review the completed work and the unused portion separately rather than treating the entire service as cancelled.
05 Cancellation Timing
The time at which a cancellation request is received is used when reviewing the applicable arrangement.
| Within 14-day cooling-off period | Where the cooling-off right applies, cancellation can normally be requested without giving a reason. If the service has already started following an express request to begin during this period, the refund may take account of the service already supplied and any applicable legal exception. |
|---|---|
| After 14-day cooling-off period | The standard cancellation arrangements apply. A customer can normally request cancellation at least 24 hours before the agreed service time where the service has not started and no completed work is involved. |
| More than 24 hours before service | Cancellation can normally be requested. Where the service has not started and no completed work is involved, an eligible payment can normally be refunded. |
| Within 24 hours | Cancellation can still be requested, but a refund is not guaranteed where preparation, reserved service time or project work has already been carried out. |
| After the service starts | The completed portion is not normally refundable. Any remaining unused portion may be reviewed according to the agreed service arrangement and applicable legal rights. |
| After completion | A completed service or completed deliverable is not normally refundable simply because the customer later decides not to continue with further work. |
06 Refund Eligibility
Where a cancellation qualifies for a refund, MEDIAWISE PROJECT will review the payment and the amount that relates to any unused service.
If a service has not started and no specific work has been completed, the payment may normally be returned in full.
Where the 14-day cooling-off period applies and the service has not started, an eligible payment will normally be refunded following confirmation of the cancellation.
If the customer expressly requested that the service begin during the cooling-off period, any refund may reflect the portion of the service already supplied, where applicable.
If part of a service has already been completed, the amount relating to completed work may be retained and any eligible unused balance may be reviewed for refund, subject to applicable legal rights.
Any agreed refund will be confirmed with the customer before the refund is processed.
07 Refund Processing Time
Once an eligible refund has been approved, MEDIAWISE PROJECT will normally process it within 5 working days.
After the refund has been processed, the time required for the funds to appear in the customer’s account can depend on the payment method and the relevant financial institution.
| Refund approval | Confirmed after the cancellation and service status have been reviewed. |
|---|---|
| Processing by MEDIAWISE PROJECT | Normally within 5 working days after approval. |
| Funds appearing in account | Normally within 5–10 working days after processing, depending on the payment method and financial institution. |
| Longer processing period | If the financial institution takes longer than its normal processing period, the customer should contact the relevant provider after MEDIAWISE PROJECT has confirmed that the refund has been processed. |
08 Service Responsibility and Limitations
MEDIAWISE PROJECT provides IT project management consultancy, coordination and practical project guidance based on the information available at the time of the service.
Refund decisions are based on the actual status of the booking or project, including whether preparation, consultation, project work or deliverables have already been completed.
Where a customer requests a service to begin during the applicable cooling-off period, the customer should understand that cancellation treatment may differ once part or all of the requested service has been supplied.
MEDIAWISE PROJECT is not responsible for delays caused by information, approvals, decisions, systems or actions outside its reasonable control. Such circumstances do not automatically create a right to a refund where the agreed consultancy work has already been completed.
Where a project involves communication with another supplier, third party or technical provider, MEDIAWISE PROJECT can provide coordination and follow-up support but does not guarantee that another party will meet its own delivery, availability or commercial commitments.
Nothing in this policy is intended to remove any rights that apply under applicable law.
09 Cancellation and Refund Requests
To request a cancellation or ask about an eligible refund, please contact MEDIAWISE PROJECT using the details below. Please include enough information for us to identify the relevant booking or service arrangement.