Legal

Refunds, cancellation and deposits

These rules apply to commissioned quality packs, SLA annexes, drive-test commentary, incident reconstructions and board briefings. We do not sell physical goods, software licences, training seats or subscriptions through this site.

Eligibility

A refund is due if we cancel a commission for our own reasons before delivery, or if the delivered pack is missing a section named in the accepted scoping note and we cannot repair it within ten working days of your written notice. A change of mind after the dictionary freeze has begun is a cancellation, not an automatic full refund.

Timeframe to ask

Write to hello@content-pathline.click within fourteen days of delivery (or of our cancellation notice) if you believe a refund is due. Describe the missing section or the date of cancellation. Telephone 07880253515 if you cannot use email; we still need the request in writing afterwards.

Full and partial refunds

If we have not started the dictionary freeze, we refund fees received in full. If freeze or charting has started, we refund the unused balance after deducting work already done, billed at the same rate as the scoping note, and any non-refundable travel already booked for an agreed walkthrough. If the pack was delivered complete against the note, there is no refund for a later disagreement with an SLA counterparty.

Non-refundable items

The first-month dictionary freeze, once you have accepted the freeze document, is not refundable: the freeze is the deliverable for that stage. Travel costs we have already paid for an on-site walkthrough you requested are not refundable unless the carrier refunds us.

Process and timing

We confirm receipt within two working days, say whether the request is accepted, and if so refund by the same bank transfer method as the original payment within fourteen working days of acceptance. We do not take cards on this website, so we cannot reverse a card charge that never occurred.

Cancellation by you

You may cancel by email before the freeze starts, for a full refund of sums paid. After freeze starts, cancellation is partial as above. Cancelling a repeat monthly pack before that month’s extracts are sent incurs no fee for that month.

Rescheduling

Walkthrough calls may be moved once without charge if you give two working days’ notice. Later moves may shift the delivery week. Incident-window packs cannot be paused indefinitely; if extracts do not arrive within twenty working days of the scoping note, we may close the file and refund only the unused balance.

Deposits

The fifty per cent sum due before freeze is a deposit against the named pack. It is applied to the invoice. It is refundable only under the rules in this page.

No-shows

If nobody attends the agreed walkthrough and you have not moved it, the pack is still delivered; the call is not re-run for free. A second call is quoted separately.

Work already started and materials

Draft charts and narratives prepared from your extracts remain our working papers until the pack is paid for. We do not buy survey hardware or print-shop stock on your behalf, so there is no separate materials refund. If you sent extracts, we return or delete them on request after the archive period in the privacy notice, except for copies we must keep for a live refund query.

Exceptions

Statutory rights under UK consumer law remain if you are contracting as an individual consumer, which is uncommon for this work. Nothing here limits liability that English law does not allow us to limit.