Refund & Cancellation Policy

1. Scope and your agreement

This policy describes Gratia Group's published terms for professional and managed services. A signed Client Service Agreement and Scope Sheet may expressly agree different terms for your engagement. Those terms take precedence, subject to applicable rights that cannot be excluded.

Our services principally involve expert time and delivered work. A website enquiry or pricing estimate does not create a paid booking.

2. One-off assessments

• Before assessment work starts: any assessment deposit is refundable, less separately commissioned paid work already delivered and agreed in writing.
• After work starts but before delivery: a refund is calculated for the portion of the agreed engagement that has not been delivered.
• After the agreed report and roadmap are delivered: no refund is ordinarily due for that completed deliverable. If it is materially incomplete or inaccurate against the agreed scope, contact us under section 5.

A discovery call advertised as free is not deducted as a charge. Paid scoping or other preliminary work must have been separately agreed.

3. Recurring services

Month-to-month engagements: give 30 days' written notice. The notice period remains billable. No further recurring fees apply after it ends, except for outstanding amounts or separately authorised work. A current billing period is ordinarily non-refundable once that period's service has begun.

12-month engagements: early termination for convenience requires 60 days' written notice and an early-termination fee equal to the lower of two months' recurring fees or 25% of the fees remaining on the contract, where these terms form part of the engagement. The precise calculation and treatment of the notice period are confirmed against the signed agreement.

An early-termination fee does not apply where a client is entitled to terminate because of Gratia Group's uncured material breach. Any applicable cure process is set out in the engagement.

4. Onboarding, projects and third-party costs

Onboarding and project work are separately scoped services. If cancelled before completion, the work delivered, resources already committed under the agreement and remaining undelivered work are considered when calculating any refund.

Third-party costs authorised by you may be non-refundable once paid or committed where the supplier will not refund them. We do not describe costs as non-refundable merely because they appear on an invoice.

Any effect of a client's breach, failure to provide access or non-payment is handled under the signed engagement and applicable law.

5. Concerns about delivered work

If you believe delivery falls short of the written scope, tell us what is missing or inaccurate. Our first step is to understand the issue and, where there is a genuine delivery failure, correct it within the original scope at no additional charge.

A refund may be considered where an agreed delivery failure cannot be remedied. Disagreement with an assessment's findings does not by itself establish a delivery failure, but we will consider supporting evidence and correct factual errors.

This process does not restrict statutory remedies or other rights that cannot legally be excluded.

6. How to cancel or request a refund

Email info@gratiagroup.co.uk with your company name, engagement reference, requested cancellation date and the reason for any refund request. A routine support ticket is not a substitute for written cancellation notice unless your agreement allows it.

We aim to acknowledge the request within two business days and resolve it within ten business days. Where more time is needed to investigate, we explain the next steps. The amount, method and timing of an approved refund are confirmed in writing.

7. Mandatory rights

Gratia Group principally provides business services. If consumer or other mandatory legal rights apply to an engagement, this policy does not exclude or reduce those rights. Contact us if you need clarification about the terms before committing.