Refunds & cancellation
This policy applies to commissioned studies and related visualisation or briefing work from BrookWay App Limited. It does not cover physical goods, software subscriptions, or marketplace products — we do not sell those.
Eligibility
Refunds relate to fees paid under a written estimate or engagement letter. Informational rate pages on this website are not invoices.
Timeframes
- Cooling-off before kick-off: If you cancel in writing before the kick-off call and before any data intake begins, we refund fees paid minus a £150 administration charge.
- After kick-off, before analysis: Deposit is non-refundable once the kick-off call is complete; remaining prepayments for unfinished phases are refunded.
- After analysis starts: Fees for completed phases (intake, analysis, draft pack) are due; unused later phases such as a board briefing may be refunded or credited.
Full vs partial refunds
A full refund (less administration charge) applies only before kick-off. Partial refunds reflect work already performed, documented in the engagement timeline.
Non-refundable items
- Completed chart packs and delivered briefings
- Cardiff workshop slots cancelled with less than five working days’ notice (workshop fee portion)
- Third-party print finishing already ordered at your request
Process
Email hello@appbrookway.click with your engagement reference and reason. We confirm the refund calculation within five working days.
Processing time & method
Approved refunds are returned to the original payment method within fourteen working days.
Cancellation & rescheduling
You may reschedule a walkthrough once at no charge with at least five working days’ notice. Further reschedules may incur a £120 fee. No-shows for booked walkthroughs forfeit that session without refund of the session portion.
Deposits
Deposits secure analyst time. They are applied to the final invoice. Deposit treatment on cancellation follows the phases above.
Work already started & materials
Custom chart templates created for your brand remain billable once draft files exist. We do not purchase physical materials beyond optional print finishing you approve in writing.
Contact for refund requests
BrookWay App Limited, Office 10, 54 Demo Street, Cardiff ZZ8 8AA · +44 29 0000 3290 · hello@appbrookway.click