Refunds & cancellations
This policy applies to paid engagements with ValleyHub Service Ltd for product catalog engagement reporting, spotlight reviews, workshops, and retainers. It does not cover goods we do not sell or software subscriptions we do not offer.
Eligibility overview
Refunds depend on how far work has progressed and the engagement type. All requests should be emailed to hello@service-valleyhub.click with your invoice number and reason.
Cooling-off for distance contracts
If you are contracting as a consumer under UK distance-selling rules, statutory cooling-off rights may apply to eligible services until work begins with your agreement. Business-to-business clients are governed by the written confirmation for that project.
Timeframe to request
Please raise cancellation or refund requests within 14 days of the event giving rise to the request (for example, a missed kick-off caused by us), or as soon as practical if a statutory period applies.
Full refunds
A full refund of amounts paid is typically available when:
- We cancel an engagement before kick-off for reasons on our side
- A workshop is cancelled by us and no alternative date is offered
- You cancel in writing before we have started substantive analysis and before any agreed kick-off call has occurred
Partial refunds
If work has started (data review, draft visuals, or workshop preparation), we may refund the unused portion after deducting fees for time already spent, documented at our standard project rates. Deposits may be applied against that work.
Non-refundable items
- Third-party costs already incurred with your written approval (for example, venue extras you asked us to book)
- Completed report packs and delivered workshop sessions
- Retainer cycles already delivered
Deposits
The 40% confirmation deposit on engagements above £2,000 secures scheduling. If you cancel after confirmation but before substantive work, we may retain a portion of the deposit reflecting preparation time, up to the full deposit when a kick-off slot was held and declined within seven days of the booked date.
Workshops — cancellation & rescheduling
- Reschedule with at least 7 days’ notice at no fee (subject to availability)
- Cancellations inside 7 days may incur 50% of the workshop fee
- No-shows are charged in full
Retainers
Unused future cycles may be cancelled with 30 days’ written notice. Delivered cycles are non-refundable. Prepaid unused cycles may be refunded minus a reasonable administration fee disclosed in the retainer outline.
Work already started & materials
Draft pages and working files prepared for your catalogue remain part of the engagement record. We do not refund for dissatisfaction with strategic recommendations when the agreed scope and process were followed; we do offer the revision rounds stated in your confirmation.
Processing time & method
Approved refunds are processed within 14 working days to the original payment method where possible, or by bank transfer to the paying account.
How to request
Email hello@service-valleyhub.click
Office 9, 45 Placeholder Road, London ZZ1 1AE
Phone: +44 20 0000 6520
Include invoice number, engagement name, and preferred resolution (refund, credit, or reschedule).