Refunds & cancellations

Eligibility

Refunds apply to fees paid for advice engagements with Oakmere Financial Planning — such as personal financial planning, retirement income planning, investment guidance and protection reviews. The free introductory call has no fee and therefore no refund.

Timeframe

Request a refund in writing within 14 days of payment if paid work has not started, or within 7 days of a meeting you wish to cancel under the conditions below.

Full refund

A full refund is available if you cancel before we begin the fact-find or discovery meeting, provided you notify us at least 48 hours before the booked discovery appointment.

Partial refund

If discovery has taken place but the written plan has not been delivered, we may refund 50% of the agreed fee, reflecting work already completed. Once the written plan has been issued, the fee is generally non-refundable.

Non-refundable items

• Fees for work already delivered in writing
• Third-party charges we have paid on your behalf with your prior agreement (for example, specialist valuation fees)
• Deposits expressly marked non-refundable in your engagement letter

Deposits

Some engagements ask for a deposit to reserve meeting time. Deposits are credited toward the final fee. They are refundable if you cancel more than 48 hours before the first paid meeting; otherwise they may be retained to cover preparation time.

Cancellation and rescheduling

You may reschedule a discovery or walkthrough meeting once at no charge if you give at least 48 hours’ notice. Later changes or repeated rescheduling may incur a £75 administration fee. We will offer a new slot within a reasonable period.

No-shows

If you miss a paid meeting without notice, we may charge for that session or deduct it from any refund calculation.

Work already started

Cash-flow modelling, policy reviews and draft recommendations count as work started. Refunds after that point follow the partial refund rules above.

Purchased materials

We do not sell physical product kits. Any printed plan copies included in your fee are part of the advice deliverable and are not separately refundable once issued.

Refund process and timing

Email hello@cloud-query.digital with your name, engagement date and reason. Approved refunds are returned by the original payment method within 14 working days of approval.

Exceptions

If we cancel an engagement for reasons within our control before delivering the written plan, you receive a full refund of fees paid for that engagement. Statutory rights that cannot be excluded remain unaffected.