1. Cancellation Timeframe
If you wish to cancel your order, please contact us as soon as possible after purchase. Cancellation requests should be submitted before work has started on the selected service.
As our services are prepared and delivered digitally, cancellation requests received after work has commenced may not be eligible for a refund.
2. Work Started Disclaimer
Once work has started on your order, the service may no longer qualify for cancellation or refund.
Work is considered to have started when we begin reviewing submitted information, preparing documents, drafting reports or summaries, scheduling consultation time, or carrying out any activity directly related to your order.
If a cancellation request is received after this stage, we reserve the right to refuse the refund or, where appropriate, issue a partial refund at our discretion.
3. Completed Service Disclaimer
Once a service has been completed and the agreed deliverables have been sent by email, the order is considered fulfilled and is generally non-refundable.
Completed deliverables may include, but are not limited to:
- PDF reports
- Digital documents
- Email summaries
- Action plans
- Consultation outcomes
- Booking confirmations and follow-up materials
Refunds are not normally available where the client changes their mind after the service has been completed or delivered.
4. Missed Appointment Handling
Some of our services include a scheduled online consultation. The consultation time will be confirmed by email after your order has been processed.
If you are unable to attend the scheduled online consultation, please contact us by email as early as possible to request a reschedule. We will make reasonable efforts to arrange an alternative appointment time where availability allows.
If you do not join the scheduled online consultation or do not respond to our email communication within 15 minutes of the agreed appointment time, the session may be considered missed. In such cases, the appointment may be treated as completed and a refund will generally not be available.
5. Refund Eligibility
Refund requests may be approved under the following circumstances:
- Duplicate payment made in error.
- Cancellation requested before work has started.
- A technical issue prevents delivery of the purchased service.
- The service cannot be provided due to an issue on our side.
Refunds will generally not be available where:
- Work has already started.
- The service has been completed or delivered.
- A scheduled consultation has been missed without notice.
- Incorrect or incomplete information has been provided by the client.
- Delays are caused by the client’s failure to provide requested information.
6. Refund Processing Time
If your refund request is approved, we will process the refund within 5 business days of the approval decision.
Once processed, the funds are typically returned to the original payment method within 5 to 10 business days, depending on your card issuer, bank, or payment provider. In some cases, the processing time may vary according to the policies of the financial institution handling the transaction.
You will receive an email confirmation once the refund has been approved and submitted for processing.
7. How to Request a Refund
To request a refund, please contact us by email at consult@mattallconsulting.net and include your order number, the service purchased, and a brief explanation of your request.
We will review all refund requests individually and respond as soon as reasonably possible.
8. Contact Information
If you have any questions regarding this Refund Policy or require assistance with an existing order, please contact us:
MATTALL LIMITED
Email: consult@mattallconsulting.net
phone：+44 3127 732665