Refunds and cancellations
Refund eligibility for WillowPoint System audits, dashboard commissions, and monthly review packs.
Scope
This policy applies to paid engagements with WillowPoint System Ltd: carrier delay audits, shipping SLA performance dashboard commissions, and monthly SLA review packs. The website itself does not sell products for immediate checkout.
Cooling-off for distance contracts
Where consumer distance-contract rules apply, you may cancel within 14 days of acceptance if work has not started. If you ask us to start within that period, you may owe a reasonable amount for work already performed.
Audits
Full refund if we cancel before the kickoff call. If discovery interviews have begun, we refund the unused portion after deducting documented time already spent, billed at the audit day rate implied by the quote. No refund after the written audit has been delivered.
Dashboard commissions
Deposits securing a start date are refundable in full if we cancel. If you cancel more than ten working days before kickoff, we refund the deposit minus an administration fee of £150. After kickoff:
- Work not yet started on a milestone is refundable for that milestone
- Completed milestones (workshop, draft board, final handover) are non-refundable
- Partial refunds may apply for undelivered milestones only
Monthly review packs
Cancel with fourteen days’ notice before the next billing cycle for a full stop with no further charge. The current month is non-refundable once extract refresh has started. Unused prepaid months are refunded on a pro-rata basis if we terminate the pack for our convenience.
Non-refundable items
- Third-party data fees paid on your behalf with prior approval
- Completed workshops and delivered slide packs
- Custom illustration or print materials already produced at your request
Rescheduling and no-shows
Discovery workshops may be rescheduled once without charge with at least three working days’ notice. Late cancellations or no-shows may be charged a half-day fee.
Process and timing
Email hello@system-willowpoint.click with your engagement reference and reason. We confirm eligibility within five working days and process approved refunds within fourteen working days to the original payment method.
Contact
Office 10, 48 Sample Road, Birmingham ZZ3 3AB · +44 121 000 3290 · hello@system-willowpoint.click