Refund and cancellation policy
Last updated September 2026. Written plainly, so there are no surprises later.
1. Summary
| Item | Cancellation | Refund |
|---|---|---|
| Pipeline Pilot | Any time before work begins | Full refund before work begins. No refund once the run has started. |
| Onboarding fee | Any time before the intake session | Full refund before intake. No refund once intake has taken place. |
| Monthly subscription | After the minimum initial commitment, 30 days written notice before the next billing date | No partial refund of the current paid month. Delivery continues to term end. |
| Annual subscription | Written notice before renewal | No refund of the prepaid term. Delivery continues to term end. |
1a. Minimum initial commitment
Starter and Growth carry a minimum initial commitment of three months. Scale carries six months. Enterprise terms are agreed commercially. Notice given during the minimum term takes effect at the end of it, and the remaining months of the term remain payable. This is stated on the pricing page and confirmed in your engagement confirmation, so it should never be a surprise at cancellation.
2. Why prepayment applies
Onboarding and pilot work are front-loaded. The definition work, criteria approval and calibration run consume the majority of the effort before any recurring output exists, which is why those fees are charged in advance and are not refundable once the work has started.
3. Pilot credit
Where commercially appropriate, up to £950 of your Pipeline Pilot fee may be credited towards onboarding if you upgrade to Growth or Scale within 30 days of the pilot readout. This is not an automatic entitlement. It is applied at our discretion and confirmed in writing before you commit.
4. If we cannot deliver to standard
If we conclude that your market cannot be covered to our stated standard, we will tell you rather than deliver weak output. Where that conclusion is reached before substantive work has been performed, we refund in full. Where it emerges part way through, we refund the unearned portion.
5. Failed payments
If a payment fails we will contact you before suspending delivery. Delivery resumes once the account is settled. Repeated failure may end the engagement.
6. How to cancel
Email ademola@k-demsconsulting.com from the address associated with the account. We will acknowledge in writing and confirm the final billing date.