1. Policy Overview
At DerBridge Finance, we are committed to providing high-quality services and ensuring client satisfaction. This Refund Policy outlines our procedures regarding refunds and cancellations for different types of services we offer. Our aim is to maintain a fair and transparent approach to refunds while protecting both our clients' interests and our business operations.
Please note that this policy forms part of our Terms and Conditions, and by engaging our services, you agree to be bound by the terms outlined herein.
2. Consulting Services
2.1 Initial Consultations
For initial consultations where a fee is charged:
- Cancellation with 48+ hours notice: Full refund
- Cancellation with 24-48 hours notice: 50% refund
- Cancellation with less than 24 hours notice: No refund
2.2 Ongoing Consulting Engagements
For ongoing consulting services governed by a service agreement:
- Refunds are subject to the specific terms outlined in your service agreement
- Typically, fees for services already rendered are non-refundable
- Advance payments for future services may be refundable, less any administrative fees
- A written notice period (usually 30 days) is required for termination of ongoing services
2.3 Satisfaction Guarantee
If you are dissatisfied with the quality of our consulting services:
- You must notify us in writing within 7 days of service delivery
- We will first attempt to resolve the issue by providing additional support or revised deliverables
- If resolution is not possible, we may offer a partial refund at our discretion, based on the nature and extent of the issues identified
3. Project-Based Services
3.1 Project Deposits
For project-based services requiring an initial deposit:
- Project deposits are typically non-refundable as they secure our resources for your project
- If DerBridge Finance cancels the project before commencement, the full deposit will be refunded
- If the project is canceled by the client after work has begun but before completion, a partial refund may be issued for the portion of work not yet completed, less any expenses incurred
3.2 Milestone Payments
For projects with milestone-based payment structures:
- Payments for completed milestones are non-refundable
- If a project is terminated before a milestone is completed, a pro-rated refund may be issued based on the percentage of work completed for that milestone
3.3 Project Changes & Modifications
For changes to project scope or requirements:
- Additional fees paid for project modifications or scope changes are subject to the same refund policies as the original project
- If project changes result in a reduced scope, any resulting fee adjustment will be applied to future milestones rather than processed as a refund
4. Workshops & Events
4.1 Public Workshops & Seminars
For publicly scheduled workshops, seminars, and training events:
- Cancellation 14+ days before the event: Full refund or credit for a future event
- Cancellation 7-13 days before the event: 50% refund or full credit for a future event
- Cancellation less than 7 days before the event: No refund, but a credit for a future event may be offered at our discretion
- Registration is transferable to another individual at no additional cost with prior notice
4.2 Private/Custom Workshops
For private or custom workshops arranged for specific organizations:
- Refund terms will be specified in the event contract
- Typically, deposits for custom events are non-refundable
- Cancellation fees may apply based on the timing of cancellation and resources already committed
4.3 Event Cancellation by DerBridge Finance
If we cancel an event:
- Full refunds will be issued for all registration fees paid
- We are not responsible for any related expenses (travel, accommodation, etc.)
- When possible, we will offer the option to transfer registration to a rescheduled date or alternative event
5. Subscription Services
5.1 Digital Subscriptions
For subscription-based digital services and content:
- Monthly subscriptions can be canceled at any time, but refunds are not provided for partial months
- Annual subscriptions may be eligible for a pro-rated refund if canceled within 30 days of payment
- After 30 days, annual subscriptions are non-refundable but will remain active until the end of the paid period
5.2 Free Trial Periods
For services offering free trial periods:
- If you cancel during the free trial period, no charges will be applied
- It is your responsibility to cancel before the trial period ends if you do not wish to continue
- No refunds will be issued if you fail to cancel before the first billing cycle after the trial period
5.3 Subscription Cancellation
To cancel a subscription:
- Log in to your account and follow the cancellation process in the subscription management section
- Alternatively, contact our customer support team with your account details
- Cancellation requests must be received at least 3 business days before the next billing cycle to prevent further charges
6. Refund Request Process
6.1 How to Request a Refund
To request a refund, please:
- Contact our finance team at finance@derbridge-finance.com or call +44 446 952 2933
- Provide your name, contact information, and invoice or order number
- Explain the reason for your refund request
- Specify your preferred refund method (original payment method, credit for future services, etc.)
6.2 Response Time
We aim to respond to all refund requests within 3 business days. The processing time for approved refunds depends on the payment method and may take up to 14 business days to complete.
6.3 Documentation
We may request documentation to support your refund request, such as:
- Proof of payment
- Correspondence related to the service issue
- Other relevant information to help us assess your request
7. Payment Methods & Processing
7.1 Refund Methods
Refunds will typically be processed using the same method as the original payment:
- Credit/Debit Card payments: Refunded to the same card
- Bank Transfers: Refunded to the originating bank account
- Online Payment Systems: Refunded through the same platform (PayPal, etc.)
7.2 Processing Times
Once approved, refund processing times vary by payment method:
- Credit/Debit Cards: 5-10 business days (depending on your card issuer)
- Bank Transfers: 3-7 business days
- Online Payment Systems: 1-5 business days
7.3 Currency & Fees
Important considerations regarding refund currency and fees:
- Refunds are processed in the same currency as the original payment
- Any currency conversion differences are not covered by DerBridge Finance
- Third-party processing fees (if any) may be deducted from the refund amount
8. Exceptions & Special Circumstances
8.1 Force Majeure
In cases of force majeure (natural disasters, acts of terrorism, pandemics, etc.):
- We will attempt to reschedule services when possible
- If rescheduling is not possible, we may offer credits for future services
- Refunds may be considered on a case-by-case basis
8.2 Technical Issues
For technical failures affecting digital service delivery:
- If technical issues on our end prevent service delivery, pro-rated refunds may be issued for the affected period
- Technical issues on the client's end are not eligible for refunds unless specified otherwise in the service agreement
8.3 Discretionary Refunds
In certain situations, we may offer discretionary refunds:
- For exceptional circumstances not covered by this policy
- Based on the specific details of the situation
- At the sole discretion of DerBridge Finance management
