Policies
Refund & Cancellation Policy
What you can cancel, when, and what happens to money already paid — set out stage by stage so there are no surprises.
1. Summary
2. What this policy covers
This policy applies to all services purchased from Steel Bridge Solutions ("we", "us"), including automation assessments, implementation projects and support after handover. It forms part of our Terms of Service and should be read alongside our Payment Terms and Fulfillment Policy.
We sell professional services. We do not sell physical goods, so no returns or shipping process applies. Where a signed statement of work contains terms that differ from this policy, the statement of work takes precedence for that engagement.
3. Initial consultations
An initial consultation is a one-hour advisory call charged at a fixed fee of £200, invoiced when the consultation is booked.
| When you cancel | What is refunded |
|---|---|
| At least 24 hours before the booked time | 100% of the fee |
| Less than 24 hours before, or you do not attend | No refund; we will offer one reschedule as a courtesy |
| We cancel or fail to attend | 100% of the fee, or a rescheduled slot if you prefer |
If you commission an automation assessment or an implementation project within 30 days of the consultation, the £200 is credited in full against that engagement.
If the consultation has taken place and you are not satisfied that it gave you a useful answer, tell us within 7 days and we will refund the fee. We would rather return £200 than have you feel the hour was wasted.
4. Automation assessments
An assessment is a fixed-fee engagement delivering a written report. It is invoiced when the engagement is booked.
| When you cancel | What is refunded |
|---|---|
| Before the first scheduled discovery session | 100% of the fee |
| After discovery has begun but before the draft report is issued | 50% of the fee |
| After the draft or final report has been issued | No refund — the deliverable has been supplied |
The assessment report is yours to keep and act on, with us or with anyone else.
5. Implementation projects
Implementation projects are billed against milestones set out in the statement of work — typically a commencement payment, a build milestone and an acceptance milestone.
5.1 Cancelling before work starts
If you cancel after signing the statement of work but before we have begun work, the commencement payment is refunded in full, less any third-party costs we have already committed on your behalf and which cannot be cancelled. Any such costs are itemised for you.
5.2 Cancelling during a milestone
You may cancel at any time. On cancellation we invoice, or retain, only the value of work completed to the point of cancellation, calculated against the milestone structure in the statement of work. Any amount you have paid above that value is refunded.
Work completed to that point is handed over to you in its current state, together with documentation, so that you or another provider can continue it.
5.3 Cancelling after acceptance
Once a milestone has been accepted in writing as meeting the agreed acceptance criteria, the amount attributable to that milestone is not refundable. The delivered work remains yours. This does not affect the 30-day defect warranty described below.
5.4 Defects after acceptance
For 30 days after acceptance, we correct at our own cost any defect that means a delivered item does not meet the agreed acceptance criteria. If we are unable to correct such a defect within a reasonable period, you may request a refund of the portion of the fee attributable to the affected deliverable.
The warranty does not cover changes you request that fall outside the agreed scope, failures caused by changes made to your systems by others, or third-party services becoming unavailable or changing their terms.
6. Training programmes
A training programme is billed in three milestones: 40% when the written training plan is agreed, 30% once the core sessions have been delivered, and 30% on handover of the playbook and supporting material.
| When you cancel | What is refunded |
|---|---|
| Before the first session, with at least 5 business days' notice | 100% of amounts paid |
| Before the first session, with less notice | 100%, less any non-recoverable costs already committed on your behalf, itemised for you |
| After sessions have begun | You pay only for the sessions delivered; anything paid above that is refunded |
| After the materials have been handed over | No refund for that milestone — the deliverable has been supplied |
If we cancel or reschedule a session, it is rearranged at no cost to you, or refunded in full where a new date cannot be agreed.
Any material delivered up to the point of cancellation is yours to keep and use, with us or without us.
7. Support after handover
Ad-hoc support after handover is quoted and approved in writing before it starts, and invoiced once the work is done. If the work delivered does not match what was approved, tell us and we will correct it or refund that invoice.
The optional AI voice agent maintenance plan (£2,000 per month) is the one recurring service we offer. It has no minimum term: cancel in writing at any time and it ends at the close of the monthly period already invoiced, with nothing further charged. If we have materially failed to provide the plan's service in a month you have paid for, that month's fee is refunded.
8. If we are unable to deliver
If we cancel an engagement, or become unable to complete it for reasons within our control, we refund all amounts paid for work that has not been delivered and accepted. Where a partially completed deliverable has value to you, we will offer the choice between a refund and handover of the work in its current state with a proportionate adjustment.
Where delivery is prevented by circumstances outside the reasonable control of either party, we will agree in good faith either to reschedule or to settle for work genuinely completed.
9. How to request a refund
- Email your request to our billing contact, listed on our Contact page, from an email address associated with the engagement.
- Include the engagement or invoice reference, and describe what you are requesting and why.
- We acknowledge every refund request within 2 business days.
- We respond with a decision, and the calculation behind it, within 10 business days of acknowledgement.
- If your request is declined, we set out the reason in writing with reference to the applicable clause of this policy and your statement of work.
10. Timing and method of refunds
- Approved refunds are issued within 10 business days of approval.
- Refunds are issued to the original payment method. Card refunds are processed through our payment provider and typically appear on your statement within 5–10 business days, depending on your bank.
- Where the original method is unavailable, we refund by bank transfer to an account in the paying entity's name.
- We do not charge an administration fee on refunds. Any non-recoverable third-party costs already incurred on your behalf are itemised and deducted, with evidence provided.
- Refunds are issued in the currency of the original payment. We are not responsible for changes in exchange rates or for fees charged by your own bank.
11. Disputes and chargebacks
If something has gone wrong, please contact us first. Almost every dispute we have seen is a scope misunderstanding that can be resolved in a single conversation, and we would rather resolve it directly than through a card issuer.
If you raise a chargeback, we will respond to your card issuer with the signed statement of work, the acceptance records, delivery evidence and our correspondence with you. We will also continue to try to resolve the matter with you directly while the dispute is open.
We do not treat a chargeback as a reason to withhold work you have already paid for and accepted.
12. Statutory rights
Nothing in this policy limits any right you have under applicable law that cannot lawfully be limited. Where mandatory consumer or commercial protection legislation gives you a stronger right than this policy, that law applies.
Where you engage us as a consumer — an individual acting wholly or mainly outside your trade, business, craft or profession — the following applies in addition to everything above, and prevails over it where they differ.
Your 14-day right to cancel. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel your contract within 14 days of the day it is formed, without giving a reason, and receive a full refund. To cancel, tell us by any clear statement — an email to info@steelbridge-solutions.com is enough — or use the model cancellation form below. Refunds under this right are made without undue delay, no later than 14 days after you tell us, to your original payment method, at no cost to you.
If you ask us to start early. We only begin work during the 14-day period if you expressly request it in writing (your engagement letter records this request). If you make that request and then cancel within the period, you pay an amount proportionate to the services provided up to your cancellation, and we refund the rest. If the services are fully performed within the period at your express request and with your acknowledgment that the right is lost on completion, you cannot cancel once performance is complete.
Your rights if the service is defective. Under the Consumer Rights Act 2015, our services must be performed with reasonable care and skill. If they are not, you are entitled to repeat performance or, where that is impossible or not provided in a reasonable time, a price reduction. These rights are separate from, and unaffected by, the stage-based refund table above.
Model cancellation form. (Complete and return only if you wish to cancel within the 14-day period.) To: Steelbridge Solutions Ltd, Silverstream House, 45 Fitzroy Street, London, W1T 6EB, info@steelbridge-solutions.com — I hereby give notice that I cancel my contract for the supply of the following service: [service]. Ordered on: [date]. Name: [name]. Address: [address]. Date: [date].
13. Contact
Refund and billing enquiries: info@steelbridge-solutions.com
General contact details, business hours and postal address are on our Contact page.
Company: Steel Bridge Solutions, STEELBRIDGE SOLUTIONS LTD, Silverstream House, 45 Fitzroy Street, London, England, W1T 6EB.
We may update this policy from time to time. The version in force at the date of your statement of work governs that engagement, and material changes will be notified to clients with an active engagement.