Refund policy

Scope

This policy covers fees for financial advice consultations and related advisory work with Crown & Coast Financial Advice. It does not cover insurance premiums, pension scheme charges, or third-party solicitor fees, which are billed by those providers under their own terms.

Eligibility and timeframe

If you cancel an engagement before we begin fact-find or modelling work, any deposit paid is refundable in full when you notify us in writing within 14 days of payment and before work starts. After work has started, refunds are assessed on the unused portion of the agreed fee.

Full or partial refunds

• Full refund — deposit or fee paid where no advisory work has commenced and notice is given as above.
• Partial refund — where discovery or modelling has begun but the written recommendation has not been delivered; we deduct a fair amount for time already spent, described on your invoice credit note.
• No refund — after delivery of the written recommendation letter for that engagement, except where required by law or where we have failed to deliver the agreed scope.

Non-refundable items

Third-party costs we incur with your consent (for example paid tracing requests or medical report fees for protection applications) are non-refundable once ordered. Time already spent on document review and modelling is chargeable as noted above.

Deposits

Where an engagement letter requires a deposit, it reserves diary time and initial analysis. Deposits are applied against the final fee. Unused deposits follow the eligibility rules in this policy.

Cancellation and rescheduling

You may reschedule discovery or recommendation meetings with at least two working days’ notice without charge. Shorter notice may forfeit a deposit portion if an adviser diary slot cannot be refilled. We will reschedule in good faith where illness or bereavement intervenes.

No-shows

If you miss a booked paid meeting without notice, we may charge for the reserved time or deduct it from a deposit. Complimentary discovery slots that are missed may simply be rebooked when capacity allows.

Work already started

Once we have requested pension scheme information, begun cashflow modelling, or drafted recommendation wording, the engagement is treated as started for refund purposes.

Refund process and timing

Email hello@communication-platforms.digital with your name, engagement reference if known, and reason for the request. We confirm the outcome within ten working days. Approved refunds are returned by the original payment method within fourteen working days of approval.

Contact

Refund requests: hello@communication-platforms.digital · +44-3-349-0465 · 1811 Giovani Center, Riceborough, Wales, United Kingdom