Last updated: 2nd August, 2026
1. Overview
This Refund and Cancellation Policy (“Policy”) applies to all services provided by Hitcaliber Ltd (“Hitcaliber”, “we”, “us”, “our”) to clients (“Client”, “you”) under an Engagement Agreement, proposal, or statement of work. This Policy should be read alongside our Terms and Conditions. Where a signed Engagement Agreement contains specific cancellation or refund terms, those terms take precedence over this Policy for that engagement.
2. Nature of Services
Our Services are consultancy and revenue operations engagements involving strategy, advisory work, and delivery of custom frameworks and systems. Because work typically begins on a project basis with dedicated time, resources, and third party costs committed upfront, refunds are handled differently to standard product purchases.
3. Cancellation by the Client
3.1 You may request to cancel an ongoing engagement by providing written notice to us at [Insert Contact Email].
3.2 Cancellation requests will be reviewed against the notice period and terms set out in the applicable Engagement Agreement.
3.3 Where no specific notice period is stated in the Engagement Agreement, a minimum of [Insert Number] days written notice is required.
3.4 You remain liable for fees relating to work performed, resources committed, and third party costs incurred up to the effective date of cancellation.
4. Refunds
4.1 Deposits and upfront fees. Deposits or upfront fees paid to secure a project slot, commence discovery, or reserve resources are generally non refundable, as they cover costs already committed by us.
4.2 Work in progress. Where an engagement is cancelled partway through, any fees for work already completed or in progress are non refundable. Any unearned balance for work not yet started may be refunded at our discretion, less any costs already incurred on your behalf.
4.3 Milestone based engagements. For engagements billed by milestone, fees for milestones already delivered and accepted are non refundable.
4.4 Retainer based engagements. Retainer fees are billed for the availability and allocation of resources during the relevant period and are non refundable once the period has commenced, regardless of the volume of work drawn down by the Client during that period.
4.5 Any approved refund will be processed within [Insert Number] business days to the original method of payment, unless otherwise agreed.
5. Cancellation by Hitcaliber
5.1 We reserve the right to cancel or suspend an engagement where the Client is in material breach of the Engagement Agreement, including non payment, or where continued delivery becomes impractical due to circumstances beyond our reasonable control.
5.2 If we cancel an engagement without cause on our part, we will refund any fees paid for services not yet delivered.
6. Non Refundable Items
The following are non refundable under all circumstances:
- Fees for completed strategy sessions, audits, workshops, or consultations already delivered
- Third party costs, licences, or tools purchased on the Client’s behalf
- Any amount expressly stated as non refundable in the Engagement Agreement
7. Disputes
If you believe an invoice or charge is incorrect, please contact us at [Insert Contact Email] within [Insert Number] days of the charge, along with details of the issue. We will review the matter in good faith and respond within a reasonable timeframe.
8. Changes to This Policy
We may update this Policy from time to time. The updated version will be posted on this page with a revised “Last updated” date. This Policy does not affect the terms of any Engagement Agreement already signed prior to the update.
9. Contact Us
For cancellation requests or refund queries, please contact:
Hitcaliber Ltd 1st Floor
239 Kensington High Street
Greater London, W8 6SN
United Kingdom
Email: enquiries@hitcaliber.co.uk
Company Registration Number: 16751943