Refunds & cancellations

Scope

This policy covers fees for financial advice consultations and related planning engagements described on this site. It does not cover third-party product charges levied by pension or insurance providers.

Introductory calls

Introductory calls are free. There is nothing to refund if you cancel or do not attend; we simply ask for notice when you can so the slot can be offered to someone else.

Eligibility for refunds

If you cancel a paid engagement before we begin discovery work, you are eligible for a full refund of any fees already paid for that engagement. Once discovery has started, refunds are assessed as full, partial, or none depending on work completed, as set out below.

Timeframe to request a refund

Please request a refund in writing within fourteen days of the event giving rise to the request (for example, cancellation or dissatisfaction with delivery against the agreed scope). Later requests are considered at our discretion.

Full refunds

Full refunds apply when: (1) you cancel before the discovery meeting and before we have requested provider information on your behalf; or (2) we cancel an engagement for reasons within our control and no suitable alternative date can be agreed.

Partial refunds

If you cancel after discovery but before the recommendation meeting, we may retain a portion of the fee reflecting time already spent on fact-find and analysis — typically between 30% and 60% of the agreed fee, confirmed in writing. The balance is refunded.

Non-refundable items

• Fees for work already delivered in full (written plan pack issued and recommendation meeting completed).
• Third-party charges (for example, scheme information fees) that we have already paid on your instruction.
• Time booked for a discovery or recommendation meeting where you do not attend without notice (no-show), after which we may charge for that session or deduct it from a prepaid fee.

Work already started

Once we have opened your file, requested statements, or begun cash-flow illustrations, cancellation does not unwind work already performed. You remain entitled to copies of materials produced for you up to the cancellation date, subject to any regulatory constraints.

Deposits

Some larger planning reviews require a deposit to reserve diary time. Deposits are applied to the final invoice. If you cancel before discovery, the deposit is refundable in full. After discovery begins, deposit treatment follows the partial-refund rules above.

Rescheduling

You may reschedule a meeting once without charge if you give at least forty-eight hours’ notice. Later notice or repeated rescheduling may incur a rearrangement fee of £75 to cover diary disruption.

No-shows

If you miss a booked paid meeting without notice, we may treat that session as delivered for fee purposes and require a new booking (and fee, where applicable) to continue.

Refund process & timing

Email hello@securelink.digital with your name, engagement reference or approximate meeting date, and reason for the request. We confirm the outcome within ten working days. Approved refunds are returned by the original payment method within fourteen working days of approval.

Refund method

Bank transfer or card refund to the account or card used for payment. We do not issue cash refunds from the office.

Exceptions

If an engagement letter sets different commercial terms for a specific piece of work, that letter prevails for that engagement. Statutory rights under UK consumer law remain unaffected where they apply.

Contact for refund requests

Anchor House Financial Planning
25227 Marjolaine Well, South Zulauf, Wales, United Kingdom
hello@securelink.digital
+44-9-708-3840