Refunds and cancellations
This policy applies to professional engagements with Endpoint Routecore: commodity price trend assessments, sector outlook briefings, procurement price reviews, updates, and workshops.
Eligibility overview
Refunds depend on how far the engagement has progressed and whether costs have already been incurred (analyst time, travel bookings, or third-party data purchased specifically for your brief).
Deposit and cooling-off
A deposit confirms your diary slot. If you cancel more than ten business days before the agreed delivery start (or briefing date), we refund the deposit in full. Cancellations inside ten business days forfeit the deposit unless we can reassign the slot, in which case we may offer a partial refund at our discretion.
Before work starts
If we have not begun research or preparation and you cancel, you receive a full refund of sums paid minus any non-recoverable third-party costs we committed with your written approval.
After work has started
- Assessment or review in progress: You may cancel and receive a partial refund reflecting completed stages (for example scope call and evidence gathering versus unpaid drafting). Completed stages are charged proportionally against the agreed fee.
- Draft already issued: Fees for work to that point are non-refundable. You may still decline the review call; that does not create a refund by itself.
- Final brief delivered: Fees are non-refundable, except where we materially fail to deliver the agreed scope. In that case we may re-perform the work or refund a fair portion after review.
Briefings and workshops
If you cancel a scheduled briefing more than ten business days ahead, deposit rules above apply. Inside ten business days, the deposit is non-refundable. If Endpoint Routecore cancels (illness or force majeure), you may choose a new date or a full refund of sums paid for that session. Travel booked for on-site workshops is refunded only to the extent carriers refund us; we will evidence those amounts.
Rescheduling and no-shows
You may reschedule once without charge if you give at least five business days’ notice. Later reschedules may incur a £150 administration fee. No-shows for booked review calls or briefings without 24 hours’ notice are charged as delivered time for that slot.
Non-refundable items
- Third-party market data purchased specifically for your engagement with prior approval
- Completed analyst days already delivered
- Work product already issued in draft or final form (subject to the material-failure exception above)
How to request a refund
Email [email protected] with your proposal reference, the engagement name, and the reason for the request. We confirm receipt within three business days and decide within fourteen business days.
Processing time and method
Approved refunds are returned by the original payment method within fourteen business days of approval. Bank processing times may add several days.
Complaints
If you dispute a refund decision, write to the same address. We will escalate to a senior analyst not involved in the original engagement for a second look.