Refunds & cancellations
These terms apply to consultation fees and booking deposits for Elm & Sterling Advice services. They do not cover lender fees, product charges, or third-party professional invoices.
Eligibility
Refunds relate to fees paid directly to Elm & Sterling Advice for consultations such as Personal Financial Reviews, mortgage advice meetings, retirement income planning, and business owner wealth counsel.
Timeframe
Cancellation requests should be sent to hello@dataflowops.digital as soon as possible. We assess refunds based on notice given and work already completed.
Full refund
If you cancel more than seven clear days before the first paid session, and we have not yet prepared a document review beyond the complimentary discovery call, we refund the booking deposit in full.
Partial refund
If you cancel between three and seven clear days before the first paid session, we retain 50% of the deposit to cover diary reservation and preparatory reading already begun, and refund the remainder.
Non-refundable items
- Fees for sessions already delivered
- Written summaries already issued
- Third-party costs you authorised (for example courier of documents)
- Complimentary discovery calls (no fee charged, so no refund applies)
Work already started
Once we have opened your file, reviewed documents, or held a paid session, fees for that work remain payable. If an engagement ends early by mutual agreement, we invoice for time reasonably spent and refund any unused prepaid balance.
Deposits
Booking deposits (typically 50% of the agreed fee) secure diary time. The balance is due when the written summary is delivered, unless your fee note states otherwise.
Rescheduling
You may reschedule once without charge if you give at least three clear days’ notice and an alternative slot is available within four weeks. Further reschedules may incur an administration fee of £40.
No-shows
If you miss a session without notice, that session fee is forfeited. We will offer one replacement slot at our discretion for genuine emergencies notified within 24 hours.
Refund process and method
Email hello@dataflowops.digital with your name, engagement date, and reason for the request. Approved refunds are returned to the original payment method within ten working days of approval. Processing time with your bank may add a few further days.
Contact for refund requests
hello@dataflowops.digital · +44-2-793-2330 · 90088 Geo Orchard, Sporer-under-Crooks, Northern Ireland, United Kingdom