Refund & Cancellation

01The short version

• If we have not started your work, you get a full refund.
• Once work has started, fees are generally non-refundable, because the work is bespoke and begins straight away.
• If we materially fail to deliver what you paid for, we will re-perform the work or give you a fair pro-rata refund.

02One-off audits and fix sprints

Audits (the £99 founding audit and the £149 standard audit) and fix sprints are paid in advance.

• Before we start: email us and we will cancel and refund you in full.
• After we start: the fee is non-refundable, as the analysis is bespoke and begins on receipt.
• If something goes wrong on our side: if we do not deliver the agreed audit, we will either re-perform it or refund you in proportion to what was not delivered.

03Monthly monitoring

• Monitoring is a rolling monthly plan with no minimum term.
• You can cancel at any time on 14 days' notice by emailing us. You will not be charged for the following month.
• The current month, once started, is not refunded, but you keep access for the rest of it.

04Business and consumer buyers

Most of our clients are businesses, and the terms above are written for a business-to-business purchase, where the consumer cooling-off rights under the Consumer Contracts Regulations do not apply.

If you are buying as a consumer (an individual acting wholly or mainly outside a trade, business, craft or profession), nothing in this policy removes your statutory rights. In particular, you have a 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Because we provide a service, if you ask us to begin within that 14-day period you accept that you lose the right to cancel once the work has been fully performed, and if you cancel after we have started you will pay a fair amount for the work already carried out. Your rights under the Consumer Rights Act 2015, including that the service is performed with reasonable care and skill, also continue to apply.

05How to request a refund or cancel

Email saul@lodestoneenterprise.co.uk with your order details. We aim to reply within 2 working days. Approved refunds are returned to your original payment method via Stripe, normally within 5 to 10 working days.