Refunds & cancellations

This policy applies to paid advice engagements with Hearthstone Financial Planning — retirement reviews, transfer advice, protection reviews, and inheritance planning overviews. Discovery calls are free and carry no refund questions.

Eligibility

If you cancel in writing before we begin document analysis, we refund fees already paid in full within fourteen days of the cancellation notice, minus any non-refundable third-party charges we have already incurred on your instruction (for example paid CETV reports), which we will evidence.

Timeframe to request

Refund requests should be emailed to hello@analytixpro.digital within fourteen days of the event giving rise to the request (cancellation, disputed invoice, or failed delivery of the agreed report).

Partial refunds

If analysis or report drafting has started, we may retain a fair portion of the fee reflecting work completed and refund the balance. We will explain the calculation in writing. Once the final written report has been delivered, the engagement fee is generally non-refundable, because the advice work is complete.

Non-refundable items

• Fees for work already delivered in a final report
• Third-party charges paid on your behalf with prior consent
• Time booked for implementation support after you instructed applications to proceed, once that liaison has begun

Deposits

Where an engagement letter requires a deposit on instruction, that deposit is applied to the final invoice. It is refundable under the full-refund rules above if we have not started analysis; otherwise it forms part of any partial-refund calculation.

Cancellation & rescheduling

You may reschedule recommendation meetings with at least two working days’ notice at no charge. Shorter notice may forfeit a scheduling fee of £75 if we cannot fill the slot. We will reschedule promptly if our adviser is unavailable.

No-shows

If you miss a scheduled recommendation meeting without notice, we will offer one replacement slot. A second no-show may be treated as cancellation of remaining meeting time with no refund of the meeting portion already allocated.

Work already started

Paraplanning hours, scheme correspondence, and draft modelling count as work started. Cancelling mid-engagement triggers the partial-refund approach above.

Refund method & processing time

Approved refunds are returned by bank transfer to the account that paid the invoice, usually within fourteen working days of approval. We do not process cash refunds.

Contact for refund requests

Email hello@analytixpro.digital or call +44-5-137-1480, referencing your engagement letter date and invoice number.