Refunds & cancellations

Scope

This policy applies to reporting engagements commissioned from WillowBase Workspace Ltd, including AOV trend packs, seasonal basket reviews, merchandising brief sessions, and one-off snapshots. It does not cover physical goods retail or software subscriptions, which we do not sell.

Deposit

A 40% deposit confirms scheduling and data intake. Deposits are refundable in full if we cancel the engagement. If you cancel more than ten working days before the agreed start of data work, we refund the deposit minus a £75 administration charge. Cancellations inside ten working days forfeit the deposit unless we agree otherwise in writing.

Full refunds

You receive a full refund of fees paid if we fail to deliver the agreed pack within the timeline stated in the scope (subject to your timely provision of usable data) and you choose not to continue.

Partial refunds

If you cancel after data cleaning has begun but before chart drafting, we invoice for work completed at our day rate and refund any unused balance of fees paid. Once draft charts have been shared, fees for that stage are non-refundable; remaining unstarted stages may still be credited.

Non-refundable items

• Completed walkthrough sessions that occurred as scheduled.
• Third-party travel booked at your request once tickets are purchased (billed at cost).
• Custom printed poster boards prepared for a studio session after you approve the print order.

Rescheduling

Merchandising brief sessions may be rescheduled once without charge if you give at least three working days’ notice. Later changes or no-shows are charged at 50% of the session fee; a new booking is required for a replacement slot.

Work already started

When order extracts have been cleaned or charts drafted, that labour is payable even if you pause the engagement. We can freeze remaining stages for up to sixty days on written request.

Refund method and timing

Approved refunds are returned to the original payment method within fourteen working days of written approval. Contact hello@workspace-willowbase.click or +44 141 000 3290 with the engagement reference and reason for the request.

Exceptions

Consumer clients in Great Britain retain any non-excludable statutory rights. Business clients should refer to the engagement email for any project-specific variations agreed in writing.