Client terms
Cancellation, rescheduling, and refunds
Fair treatment of appointment changes while recognising preparation already completed before a consultation.
Effective 15 August 2026
Before preparation begins
If you cancel before we begin reviewing documents and more than 24 hours before the appointment, you may request a full refund. Tell us promptly at info@netframegrid.digital and include the invoice number.
After document review has started
Where preparation has begun, the part of the fee reasonably attributable to completed review is non-refundable. We explain the deduction and refund the unused balance. For standard consultations, preparation will not be treated as started earlier than two working days before the appointment unless an earlier review was requested.
Late cancellation and no-shows
Cancellation less than 24 hours before the scheduled start is eligible for a 50% refund after deducting any agreed third-party cost. A missed appointment without notice is non-refundable because the meeting time and preparation have been reserved.
Rescheduling
One reschedule is available without charge when requested at least 24 hours beforehand. Later requests are considered case by case for illness, emergency, transport disruption, or comparable circumstances. A replacement date should normally fall within 30 days.
Provider cancellation
If Netframegrid must cancel and no suitable replacement time is agreed, all amounts paid for the affected service are refunded. If only part of an agreed multi-session scope cannot be supplied, the unused portion is refunded.
Materials and external costs
There are normally no purchased materials. Any unusual translation, room, travel, or external cost requires prior written approval and may be non-refundable once committed. Referrals to lawyers or other professionals are separate engagements and are not refunded by Netframegrid.
How refunds are issued
Send the request within 14 days of cancellation to info@netframegrid.digital. Approved refunds are returned to the original payment method, normally within 7–10 working days. Bank processing may add time.
Consumer cancellation rights
Mandatory statutory rights remain unaffected. If you ask for a service to begin during a legal withdrawal period, we may request express consent and acknowledgement that the right can be reduced or lost once performance is fully completed, as applicable.
Exceptional hardship or a demonstrable service failure will be reviewed individually. This policy does not limit remedies that cannot lawfully be excluded.