Cancellation & Refund Policy
Clear arrangements for cancelling consultancy bookings, changing appointments and requesting a refund.
A straightforward approach to cancellations.
This policy explains how cancellations, changes and refunds are handled for consultancy services available through the MTECH CONSULTING website.
The aim is to keep the process clear and practical while respecting the cancellation rights that may apply to consumers under UK law.
This policy should be read together with the relevant service description, Booking Policy and Terms & Conditions.
A booking request is not automatically confirmed.
Customers can submit a preferred service, date and time through the website.
Submitting a booking request does not by itself confirm an appointment or create an obligation to proceed with the service.
MTECH CONSULTING reviews the request and contacts the customer to discuss and confirm the consultation arrangements.
Payment is arranged after the booking has been confirmed. If a customer decides not to proceed before payment has been arranged, there is no payment to refund.
Changes before a booking is paid.
A customer can withdraw a booking request before payment is arranged by contacting MTECH CONSULTING.
As no payment has been made at this stage, there is no refund process required.
Customers are welcome to submit a new request at a later time if they decide that they would like to arrange a consultation.
When payment has already been made.
Once a consultation has been confirmed and payment has been received, a customer may request cancellation by contacting MTECH CONSULTING.
For consumers who enter into a qualifying distance contract for a service, the statutory 14-day cancellation right described below may apply.
Where the statutory cancellation period does not apply, or where it has ended, cancellation will be handled according to the circumstances of the booking, the service stage and the applicable terms.
Consumer cancellation rights are not replaced by this policy. Where mandatory consumer rights apply, those rights will continue to apply.
A 14-day cancellation period for qualifying consumer bookings.
Where a customer is a consumer and the consultancy contract is a qualifying distance contract, the customer will generally have a statutory right to cancel the contract within 14 calendar days without giving a reason.
For a service contract, the 14-day period generally begins on the day after the contract is entered into.
The cancellation right applies to qualifying consumer contracts and does not automatically apply to every business or commercial customer arrangement.
The customer can clearly tell MTECH CONSULTING that they wish to cancel the contract during the applicable cancellation period.
A customer does not need to use particular wording. A clear statement that they wish to cancel is sufficient, provided the request can be identified and related to the relevant booking or service.
Customers should retain a copy of their cancellation request for their records.
When a customer wants the service to start early.
A customer may ask for the consultancy service to begin during the 14-day cancellation period.
Where a consumer expressly requests that the service begins before the end of the cancellation period, the service may be provided during that period where the arrangements allow.
If the consumer then exercises their cancellation right before the service has been fully provided, an amount proportionate to the service supplied up to the point of cancellation may be payable where permitted by law.
The amount will be based on the proportion of the agreed service that has actually been provided rather than an automatic cancellation charge.
If the service has been fully performed during the cancellation period following the consumer’s express request, and the consumer has acknowledged that they will lose the statutory right to cancel once the service has been fully performed, the statutory cancellation right may no longer apply to that completed service.
Cancellations after the statutory period.
Once the applicable 14-day statutory cancellation period has ended, any further cancellation will be considered under the agreed booking terms, subject to the customer’s statutory rights.
Where a consultation has not started, MTECH CONSULTING will review the cancellation request and the circumstances of the booking.
Where work has already started or preparation has already been carried out specifically for the customer, the refund position may take that work into account where permitted by the applicable terms and law.
A cancellation term will not be applied in a way that removes or restricts a consumer right that cannot legally be excluded.
Please let us know as early as possible.
Customers should contact MTECH CONSULTING as soon as they know that they need to cancel or change an agreed consultation.
Early notice gives us a better opportunity to release the agreed consultation time and make alternative arrangements.
For consumers using a statutory cancellation right, the cancellation request should be made within the applicable cancellation period.
When a refund may be available.
A refund may be available where a consumer exercises an applicable statutory cancellation right.
A refund may also be considered under the agreed cancellation terms where a paid consultancy booking is cancelled before the service has started.
Refunds may also be considered where MTECH CONSULTING is unable to provide the confirmed service and a suitable alternative arrangement cannot be agreed.
The amount of any refund will depend on the reason for cancellation, the stage of the service and any statutory rights that apply.
| Situation | General approach |
|---|---|
| Booking request not yet paid | The request can be withdrawn without a refund being required. |
| Consumer cancels within an applicable 14-day period | The statutory cancellation rules will apply. Where permitted by law, an amount may be deducted for services already supplied following the customer’s request to begin during the cancellation period. |
| Paid booking cancelled before service starts | A refund will normally be considered in accordance with the applicable cancellation terms and any statutory consumer rights. |
| Service has already started | The refund position may take account of the service already supplied, subject to applicable consumer rights and the agreed service terms. |
| Service has been fully provided during the cancellation period | Where the legal conditions for early performance have been met, the statutory cancellation right may end once the service has been fully performed. |
| Service cannot be provided | An alternative arrangement or refund may be discussed where the confirmed service cannot be delivered. |
How approved refunds are handled.
Where a refund is due, it will normally be returned using the original payment method.
For a statutory cancellation by a consumer, applicable UK consumer rules may require the refund to be made without undue delay and generally no later than 14 days after the customer communicates the cancellation, subject to the specific circumstances and requirements that apply to the contract.
For other refunds agreed under this policy, the refund will normally be processed promptly after the applicable outcome has been confirmed.
Once a refund has been issued, it usually arrives within 5–10 working days. The exact time can vary depending on the payment method and the customer’s bank or financial institution.
Changing rather than cancelling.
If a customer would prefer to move a consultation rather than cancel it, they can request an alternative date or time.
Changes are subject to availability and should be requested as early as reasonably possible.
Where a suitable alternative can be arranged, the existing booking may be moved rather than cancelled.
When a customer cannot attend.
If a customer cannot attend an agreed consultation, they should contact MTECH CONSULTING as soon as possible.
Where reasonable notice is provided, an alternative appointment may be arranged subject to availability.
Where a customer does not attend and does not make contact, the booking may be reviewed according to the stage of the service and any work already completed, subject to applicable consumer rights.
When the agreed requirements change.
Consultancy requirements can sometimes change after a booking has been confirmed.
If the requested change remains within the original service scope, the consultation can normally be adjusted by agreement.
If the requested change would require a substantially different service, the customer will be informed before additional work is undertaken.
Any additional service or work outside the original scope will be discussed separately and will not be assumed as part of the original booking.
When requirements are different from the selected service.
Customers are encouraged to review the service description before submitting a booking request.
If, during the initial discussion, it becomes clear that another consultancy service would be more appropriate, the available options can be discussed before proceeding.
Where a paid service has not started, the parties may agree an alternative service or consider a refund where appropriate.
Payment made more than once.
If a customer believes that the same service has been paid for more than once, they should contact MTECH CONSULTING with the relevant transaction details.
Duplicate payments will be reviewed and, where confirmed, the additional payment will normally be returned using the original payment method.
When the refund has already been issued.
Once a refund has been issued, the time required for the funds to appear in the customer’s account can depend on the payment method and the relevant financial institution.
MTECH CONSULTING cannot control the final processing time once the refund has been submitted through the applicable payment process.
If the expected processing period has passed and the funds have not appeared, customers should first check the original payment account and then contact us so that the transaction can be reviewed.
Additional work is treated separately.
The fixed-price consultancy services available through the website have defined scopes.
Implementation work, hardware, software licences, third-party subscriptions, system migration, configuration and ongoing IT support are not included unless specifically agreed.
If additional work has been separately agreed and paid for, its cancellation or refund arrangements will be discussed according to the terms agreed for that additional work and any applicable consumer rights.
Helping us process a request quickly.
When requesting a cancellation or refund, customers should provide enough information for the relevant booking or payment to be identified.
- The name used for the booking.
- The consultancy service selected.
- The agreed consultation date, where applicable.
- Relevant payment or booking information.
- A short explanation of the cancellation or refund request.
Providing clear information helps the request to be reviewed without unnecessary delay.
Your statutory rights remain unaffected.
Nothing in this policy is intended to remove or restrict any statutory rights that apply to a consumer under applicable UK law.
Where mandatory consumer protection requirements apply to a particular transaction, those requirements will continue to apply.
Where a consumer has a statutory cancellation right, this policy does not require the consumer to give up that right or accept a shorter cancellation period.
Need to discuss a cancellation?
Customers who need to cancel a booking, request a change or ask about a refund should contact MTECH CONSULTING using the contact options provided on the website.
We aim to review cancellation and refund requests clearly and deal with them according to the circumstances of the relevant booking, the service stage and any statutory rights that apply.