ConsultMarkeRefund Policy
1. Provider and scope
CONSULTMARKE LTD, trading as ConsultMarke, is based at Office 17441, 182-184 High Street North, East Ham, London E6 2JA, UK. Contact us at contact@consultmarke.com or +44 7400 753316. This policy covers one-time remote consulting sessions bought through ConsultMarke. It adds to your legal consumer rights and does not limit them.
2. 5-day delivery guarantee
If access fails or we don't provide the service you bought, contact us within 5 days of purchase for a full refund under our delivery guarantee. This doesn't guarantee marketing results. If your session is scheduled later, or a legal remedy applies, this window does not remove your rights if we later fail to deliver or provide an inadequate service.
3. Cancellation before the call
To get a refund for an undelivered session, cancel at least 24 hours before the agreed call time. You can ask to reschedule instead. Email us from the address you used at checkout and include your session name and appointment time. Your cancellation takes effect when we receive it, not when we reply.
4. Late cancellation and missed calls
If you cancel with less than 24 hours' notice or miss the call, we don't normally offer an automatic refund because we've reserved that time for you. Contact us promptly. We normally offer another appointment, subject to availability, and consider exceptional circumstances fairly. Your legal cooling-off rights and remedies if we fail to deliver still apply.
5. Rescheduling and provider cancellation
If you ask to reschedule in time, we'll agree a new appointment with you, subject to availability. Sending the request doesn't reserve a new time. If our consultant cancels or we can't provide the session, you can choose another appointment that works for both of us or a refund for the undelivered service.
6. After delivery and consumer rights
Once a session has been properly completed, we don't normally refund it just because you change your mind. If we haven't provided the service with reasonable care and skill, contact us. We'll consider providing it again, reducing the price or another remedy required by law. Legal 14-day distance-contract cancellation rights may apply. As explained in our Terms, any request to start early and acknowledgement of losing those rights must be obtained separately.
7. How to request a refund
Email contact@consultmarke.com with your name, booking email, session name, reason for the request and payment reference if you have it. Don't send full card details. We'll review your request and may ask for details to help find the payment. You can call +44 7400 753316 if you need help.
8. Processing and timing
We return approved refunds through the payment provider used for the purchase, currently Stripe, to the original payment method in the original payment currency. If PayPal is offered later, refunds for those transactions will use PayPal. We do not refund to an unrelated account. We normally process them within five business days of approval and always within any legal deadline that applies. For a valid statutory cancellation, we reimburse without undue delay and within 14 days of being informed. For an applicable statutory price reduction, we reimburse without undue delay and within 14 days of agreeing entitlement. These legal deadlines take priority over our normal approval process. We do not automatically deduct provider processing fees from statutory refunds. Your bank may need up to ten more business days to show the refund. Exchange-rate changes and bank fees can affect the amount shown in your local currency. We don't control fees charged by your bank.
9. Payment-provider disputes
Our five-day delivery guarantee does not limit statutory remedies or card-issuer and payment-provider dispute rights. Provider eligibility and deadlines are separate from our commercial policy. We do not guarantee the outcome of a dispute or any buyer or seller protection scheme. If you have already opened a dispute, tell us so we can avoid duplicate handling; this is not a requirement to close a valid claim.