Refunds & cancellations

This policy applies to consultations offered by WillowHub Service: Seller Performance Reviews, Listing Health Checks, and Monthly Seller Briefings.

Eligibility overview

Refunds depend on how far preparation has progressed, whether a live session has occurred, and whether a deposit or monthly fee is involved. All refund requests should be emailed to hello@service-willowhub.click with your name, invoice or confirmation reference, and reason.

Timeframes

• Cancellation more than 7 full days before a scheduled review or health-check session: full refund of fees paid for that session, minus any non-recoverable third-party costs already incurred (rare; disclosed if applicable).
• Cancellation between 7 days and 48 hours before the session: 50% refund of the session fee; the deposit portion may be retained to cover prep already started.
• Cancellation inside 48 hours, or failure to attend (no-show): no refund of the session fee or deposit.

Work already started

Once we have begun chart production from your exports, prep time is billable. If you cancel after prep begins but before the live session, we may offer a partial refund reflecting unused session time, or credit toward a rescheduled date within 60 days.

Monthly Seller Briefings

Monthly fees are charged in advance. Cancel before the next billing date to avoid the following month’s charge. Mid-cycle cancellation does not refund the current month once the briefing materials for that month have been prepared or the call has occurred. After the initial two-month run, briefings continue month-to-month.

Rescheduling

You may reschedule a review or health check once without charge if you give at least 48 hours’ notice. Further reschedules may incur a £60 administration fee. We will propose new slots within ten working days.

Deposits

A 40% deposit reserves prep capacity for Reviews and Health Checks. Deposits are applied to the final invoice. Deposits become non-refundable once prep has started (exports received and charting begun), except where we cancel the engagement.

Materials and third-party costs

If you commission optional printed posters or courier delivery, those costs are non-refundable once printing or dispatch has started.

How refunds are paid

Approved refunds are returned to the original payment method within 14 working days of approval. Bank transfer refunds may require confirmation of account details.

Our cancellations

If WillowHub Service must cancel and cannot offer a suitable alternative date, you receive a full refund of amounts paid for the cancelled engagement.

Questions

Refund desk: hello@service-willowhub.click · +44 20 0000 4300 · Office 7, 38 Test Lane, London ZZ1 1AC.