Refunds, deposits, and cancelled dates
This notice applies to professional commissions from Utilitycraftline: weekly trading dashboards, period-end packs, regional review days, like-for-like restatements, and labour coverage reviews. It does not cover goods, subscriptions, or software licences, because we do not sell those.
Who may ask
The person or company named on the quote. Write to hello@utilitycraftline.click or to 1 Red Lane, Eshott, NE61 1AP, United Kingdom, and include the quote date and commission.
Cooling-off for new bookings
If you are a consumer commissioning as an individual (unusual in this field, but possible), you may cancel a distance booking within 14 days of the quote acceptance, unless you asked us to start within that period. Once shadow weeks, file restatement, or review-day preparation has started at your request, a reasonable charge for work already done is deducted.
Deposits
Booking deposits hold diary time. If you cancel more than ten working days before a review day, the deposit is returned minus any non-refundable room hire we have already paid. If you cancel within ten working days, the deposit is kept because preparation packs are already in draft. Dashboard deposits are applied to the final invoice; they are returned only if we have not opened your extracts.
Full refund
A full refund of sums paid is due if we cancel a commission for our own reasons (illness without a substitute editor, or a diary error) and we cannot offer a date you accept within a month.
Partial refund
If a dashboard commission stops after definitions are written but before the first live Monday, we invoice for time already spent at the day rate implied by the quote, and refund the remainder. Period packs already issued are charged in full; unused future periods on a multi-period arrangement are refunded.
Non-refundable items
Travel already purchased at cost, room hire for a review day, and packs already delivered to the board are not refundable. Time spent on a restatement after you signed the inclusion rules is not refundable if you later dislike the rank order those rules produce.
Work already started
“Started” means we have opened your extracts, issued a definition draft, begun a restatement, or issued a review-day pre-read. From that point, cancellation is partial as above.
No-show
If a review-day room is set and nobody from your side attends, the day is charged in full. We will still send the pre-read and any notes already written.
Rescheduling
Review days may be moved once, if you give five working days’ notice. Later moves are treated as a cancellation and a new booking. Dashboard shadow weeks can shift by a week if extracts are late; that is not a refund event.
How a refund is paid
Back to the account that paid, within fourteen working days of agreement. We do not refund in cash at the Eshott studio.
Processing time
We acknowledge a refund request within two working days and aim to decide within ten working days once we have the quote reference.
Exceptions
If files you supplied were not yours to share and we must stop, fees for work already done remain payable and unused deposit may be refunded after we have deleted the files. Statutory rights in the United Kingdom are not affected.