Cancellation & Refund Policy

1. What This Policy Covers

This policy applies to consultation bookings and related services arranged directly with NAVITHOUGHTS LTD. The cancellation and refund terms for a particular booking may also be set out in a quotation, written proposal or service agreement.

If specific terms have been agreed with you in writing, we will read them alongside this policy. Nothing in this policy removes any cancellation, refund or other rights you may have under applicable law.

2. Cancelling Before a Booking Is Confirmed

You can withdraw a consultation request at any time before we confirm the appointment. If no payment has been made, there will normally be nothing to refund.

If you have already paid before receiving confirmation, contact us to cancel the request. Where the booking has not been accepted and no agreed work has started, we will arrange a refund of the payment received, normally within 5 business days after confirming the cancellation.

A request, email or payment instruction does not by itself mean that an appointment has been confirmed. Please wait for our confirmation before making plans that depend on the booking.

3. When You Can Cancel

If you need to cancel after your appointment has been confirmed, please contact us as soon as possible and include your name, the agreed appointment date and the service you booked.

Cancellation before work has started

If you cancel before the consultation or service begins and we have not carried out any separately agreed work, you may be eligible for a full refund of the amount paid, subject to any clearly agreed cancellation terms and your statutory rights.

Cancellation after work has started

If we have already started work specifically requested for your booking, the amount refundable may depend on what has been completed, what remains outstanding and the terms agreed before the work began. Where a partial refund is appropriate, we will explain the calculation and confirm the amount in writing.

Cancellation due to a change in your plans

A change in your schedule, priorities, budget or project direction does not automatically entitle you to a full refund once a service has started. We will review the stage of the work and the agreed terms rather than assume that every cancellation should be treated the same way.

Changing the appointment instead

If you would prefer to reschedule, tell us as early as you can. We will try to find another suitable time. A new date is not confirmed until we have agreed it with you.

4. When a Refund May Not Be Available

A full refund may not be available in every situation. Depending on the service and the terms agreed before booking, the following circumstances may affect the amount refundable:

• The consultation has already taken place. Once a consultation has been delivered as agreed, its fee will normally not be refundable simply because you did not find the discussion useful or later decide not to follow the recommendations.
• Work has already been completed. Where a service includes research, technical assessment, development, documentation or other agreed deliverables, the completed portion may not be refundable if it has been properly supplied.
• You decide not to use the work. A change of mind after agreed work has been completed does not, by itself, create an entitlement to a refund.
• You do not attend. If you miss a confirmed appointment without contacting us, a refund or replacement session is not automatic. We will consider the booking terms and the circumstances, including any legal rights that apply.
• You provide insufficient or inaccurate information. If this prevents us from completing the agreed work, it may affect the outcome or require additional work. This does not automatically entitle either party to disregard the agreed terms.
• You request work outside the agreed scope. Additional work is not included in the original fee unless we have agreed otherwise. Fees for separately authorised work will be assessed under the terms for that work.
• A clear cancellation condition was agreed in advance. Any applicable charge or restriction must have been communicated before you accepted the booking and must be lawful and fair.

We will not refuse a refund solely because one of these circumstances has occurred. We will consider the service actually provided, the terms agreed with you and any applicable consumer rights.

5. If We Cancel or Cannot Deliver the Service

If we cancel a confirmed consultation and cannot offer a suitable alternative, we will refund any payment made for the undelivered consultation or service. The same applies if we are unable to provide a service that we have already accepted and cannot reasonably put things right.

If only part of an agreed service has been delivered, we will discuss the outstanding work and the appropriate refund or other remedy with you. Any calculation will take account of the agreement, the work delivered and your rights under applicable law.

If we propose a replacement appointment or alternative arrangement, you are free to discuss whether it meets your needs. We will not treat an alternative as accepted unless you agree to it.

6. Problems With the Service

If you believe that a consultation or other service was not delivered as agreed, please contact us and explain what went wrong. Where possible, include the booking details and identify the part of the service that concerns you.

We will review the matter and respond within 5 business days. Depending on the circumstances, an appropriate solution may include correcting an issue, completing an outstanding agreed item, arranging a replacement session, providing a partial refund or issuing a full refund.

A difference of opinion about a recommendation or a result that was never guaranteed does not automatically mean that the service was delivered incorrectly. However, this does not affect any rights you may have where a service fails to meet the requirements of applicable law.

7. Digital Deliverables and Work in Progress

Some services may include digital files, written recommendations, specifications, reports, designs, code or other project materials. Before work begins, we will clarify the deliverables included in the agreed service where relevant.

If you cancel after work on these materials has started, we will consider the work completed up to the cancellation date and any terms agreed for that project. A file being digital does not, by itself, mean that all payments are non-refundable.

Where a service involves digital content or work supplied electronically, any applicable statutory cancellation rules will be followed. If a legal exception to a cancellation right is relevant, we will rely on it only where the required conditions have been met, including any required consent or acknowledgement.

8. How to Request a Cancellation or Refund

Send your request to hi@navithoughtstech.org or contact us by telephone on 020 7012 2691.

Please include the following details so we can locate your booking:

• Your name and the email address used for the booking.
• The consultation or service you booked.
• The agreed appointment date or the date the service was arranged.
• The reason for cancellation or the issue you would like us to review.
• Payment details sufficient to identify the transaction, such as the payment date and amount. Please do not send passwords or full card details by email.

We will acknowledge your request within 2 business days and normally provide a decision within 5 business days after receiving the information needed to assess it. If the matter needs further investigation, we will let you know and explain what additional information is required.

9. Refund Processing Time

Where a refund is due because we cannot deliver a confirmed service, we will arrange it as promptly as reasonably possible. If a different statutory deadline applies, we will follow that deadline.

The time it takes for the funds to reach your account depends on the payment method and the processing arrangements of the financial institution involved. We cannot guarantee the exact date on which a bank or payment provider will display the funds.

If the refund has not appeared after 10 business days from the date we confirm that it was processed, please contact us. We will check the status and provide any available transaction reference or further information to help you follow it up.

Refunds will normally be returned using the original payment method where possible. If that method is no longer available, we will contact you to agree a reasonable alternative and may need to verify the relevant details first.

10. Payment Arrangements

Payment arrangements are confirmed after we have reviewed your service requirements. We will explain the applicable fee, payment deadline and any relevant booking conditions before you commit to a paid service.

We do not process online payments through this website. Once the service details have been agreed, payment instructions and booking arrangements will be provided through our official communication channels.

Available payment methods may vary depending on the agreed service and customer requirements. Please use the payment instructions supplied for your booking and contact us if anything is unclear.

If you believe you have paid the wrong amount or made a duplicate payment, let us know promptly. We will check the records and arrange any confirmed overpayment refund within 5 business days of verifying the issue.

11. Service Disclaimer and Liability

We take reasonable care when delivering consultations and related services. Our work is based on the agreed scope, the information available and the details you provide. We cannot promise a particular business outcome, technical result or commercial benefit unless that outcome has been expressly agreed in writing.

Recommendations should be considered in the context of your own requirements and circumstances. You remain responsible for deciding whether to implement them and for checking that any solution is suitable for your intended use. Where third-party software, platforms or services are involved, their availability, changes and performance may be outside our control.

We are not responsible for delays or incomplete work caused by missing information, late approvals, unavailable access or materials that you are required to provide, except where responsibility cannot lawfully be excluded. If such a delay affects the agreed timetable, we will discuss a reasonable adjustment with you.

Nothing in this policy excludes or limits liability where it would be unlawful to do so, or affects rights and remedies that cannot legally be excluded. Any limitation of liability under an applicable service agreement remains subject to those legal requirements.

12. Events Outside Our Control

Occasionally, circumstances beyond our reasonable control may affect an appointment or project, such as a significant service outage, an unexpected emergency or the unavailability of essential third-party systems.

If this happens, we will contact you when reasonably possible and discuss the available options, including rescheduling, completing the outstanding work later or refunding any amount due for a service we cannot provide. This section does not remove any refund or cancellation rights provided by law.

13. Your Statutory Rights

This policy is intended to explain our usual cancellation and refund process, not to reduce your legal protections. Depending on the type of customer, service and agreement, different legal rules may apply, including rules governing distance contracts, services and digital content.

Where the law gives you a cancellation period, refund entitlement or other remedy, we will respect those rights. Any exception will apply only where it is permitted by law and the relevant requirements have been met.

14. Contact Us

If you would like to cancel a booking, request a refund or discuss a concern about a service, please contact us directly. We will review your request and explain the next steps.

NAVITHOUGHTS LTD
9 Kinnaird Way, Woodford Green, Essex, England, IG8 8DD
Email: hi@navithoughtstech.org
Telephone: 020 7012 2691