Consultations
Cancel a scheduled consultation at least 48 hours before its start for a full refund. Cancellations between 24 and 48 hours receive a 50% refund, reflecting questionnaire review and reserved adviser time. Cancellations with less than 24 hours’ notice and no-shows are non-refundable.
You may reschedule once without charge with at least 24 hours’ notice. Later rescheduling is treated as a cancellation unless illness, bereavement, major travel disruption or another exceptional circumstance makes attendance unreasonable. Contact us promptly; we review exceptions individually.
Commissioned research
For a Neighbourhood Shortlist or other quoted research, you may cancel for a full refund before work begins. Once work has started, we refund the uncompleted portion of the agreed fee. The accepted quote identifies milestones used to calculate that portion.
Reasonable, non-recoverable materials or third-party costs specifically approved by you are deducted from any refund. Completed research and delivered briefs are non-refundable merely because a preferred district has no available property or your plans later change.
Deposits and statutory rights
A deposit reserves research capacity and forms part of the total fee; it is not automatically non-refundable. If you are a consumer with a statutory 14-day withdrawal right for a distance contract, that right applies. If you expressly ask us to begin during the withdrawal period, you may owe a proportionate amount for work performed before withdrawal. The right can expire after full performance where the legal requirements and your prior agreement are met.
Problems with our work
Tell us within 14 days of delivery if an agreed item is missing or materially defective. We first offer a correction or completion within a reasonable time. If that is impossible or unsuccessful, a partial or full refund may be appropriate according to the affected part of the service.
Requesting and receiving a refund
Email info@engine-wirebase.digital with your name, service, scheduled date or invoice number and reason for the request. We confirm the outcome within five business days. Approved refunds are issued within 14 days using the original payment method unless another lawful method is agreed. Bank processing time is outside our control.
This policy does not limit mandatory consumer rights.
Last updated: 15 August 2026.