Refunds & cancellations
Eligibility, timeframes, and process for refunds on reporting packages.
Scope
This policy covers paid engagements with BrookCore Content Ltd for product page heat-map insight reports, scroll-depth review sessions, and comparative layout audits. It does not cover third-party software licences or goods we do not sell.
Eligibility
Refunds depend on how far the engagement has progressed:
- Full refund of amounts paid if you cancel in writing before the agreed collection window starts and before we have begun paid preparation work.
- Partial refund if collection has started but the annotated report has not been delivered — typically the unused balance after deducting work already performed (kickoff, collection setup, partial annotation), documented in writing.
- No refund once the final PDF report or session summary has been delivered, except where we materially fail to provide the agreed deliverables.
Timeframe to request
Raise refund requests within 14 days of the event giving rise to the request (for example, cancellation confirmation or delivery of a disputed deliverable).
Deposits
The 40% deposit confirms your collection window and covers early preparation. Deposits become non-refundable once collection has begun. If we cancel the engagement for reasons within our control, deposits are returned in full.
Rescheduling & no-shows
You may reschedule a live walkthrough or review session once with at least 48 hours’ notice at no charge. Late cancellations or no-shows for live sessions may forfeit the session fee or require a rebooking charge of £120.
Work already started
Annotation hours, overlay processing, and draft writing already completed are chargeable and deducted from any partial refund. Purchased third-party data exports obtained specifically for your engagement are non-refundable when non-transferable.
Process & timing
Email hello@content-brookcore.click with your quote reference and reason. We confirm the outcome within five working days. Approved refunds are returned to the original payment method within 10 working days of approval.
Exceptions
If a force majeure event prevents delivery and no alternative date can be agreed, we refund fees for undelivered portions. Statutory rights for consumers under UK law remain unaffected.