Legal
Refunds & cancellation
Refund, cancellation, and rescheduling rules for WillowBase Content reporting commissions.
Scope
This policy applies to commissioned search-to-purchase path reports, journey visualisation briefings, retail path audit visits, and seasonal monitoring retainers sold by WillowBase Content Ltd. It does not cover software subscriptions or physical product retail — we do not offer those.
Eligibility & timeframe
- Cooling-off before kickoff — if you cancel in writing before the agreed kickoff date and before substantive source review begins, we refund 100% of fees paid.
- After kickoff, before midpoint draft — cancellations receive a refund of fees paid minus the 40% deposit, which covers briefing and intake work already performed.
- After midpoint draft delivery — no refund of fees for work completed; unused later stages may be credited only by written agreement.
Requests must be emailed to hello@content-willowbase.click within 14 days of the event giving rise to the request.
Deposits
A 40% deposit secures your kickoff date. Deposits become non-refundable once source intake meetings have occurred or file transfer has begun, whichever is earlier.
Retainers
Seasonal monitoring retainers bill monthly in advance. Cancel with 30 days’ written notice; the current month is non-refundable. Unused panel refresh allowances do not roll into a cash refund.
Audit visits & travel
If you cancel a scheduled visit with fewer than five working days’ notice, visit fees are non-refundable. Pre-booked travel already purchased may be charged at cost unless refundable by the carrier.
No-shows
Failure to attend a booked walkthrough or visit without 24 hours’ notice forfeits that session fee; a reschedule fee of £180 may apply.
Work already started & materials
Illustrated panels and draft narrative produced before cancellation remain billable on a time basis if no package refund formula above applies. We do not purchase third-party stock on your behalf as a standard practice; if exceptional licensed assets were bought with your written approval, those costs are non-refundable.
Refund method & timing
Approved refunds are returned to the original payment method within 14 working days of approval. We confirm the amount in writing before processing.
Rescheduling
You may reschedule a kickoff or walkthrough once without charge with at least five working days’ notice. Further reschedules may incur a £120 administration fee.
Contact for refunds
Email hello@content-willowbase.click with your commission reference, or write to Office 9, 36 Demo Street, Birmingham ZZ3 3AD. Phone +44 121 000 5410.