Clear terms for cancellations and refunds.
This policy explains how cancellations and refunds are handled for consultancy services provided through PUNARCH IT DECISION. It also explains the consumer cancellation rights that may apply to services booked online.
About this policy
This Cancellation & Refund Policy applies to consultancy services arranged through PUNARCH IT DECISION.
It should be read together with our Booking Policy and Terms & Conditions. The applicable cancellation and refund position depends on the booking status, payment status, applicable consumer rights and whether the consultation has started or been completed.
Cancelling a booking request
Submitting a booking request does not automatically create a confirmed appointment or payment obligation.
If you decide not to proceed before the consultation has been confirmed, you can contact us to cancel the request. Where no payment has been taken, there is no refund to process.
We review the requested service and preferred timing before confirming the consultation. Payment is arranged after the booking details have been agreed.
14-day cancellation right
Where the customer is a consumer and the booking is made online or otherwise at a distance, a statutory 14-day cancellation period may apply under UK consumer law.
Where this right applies, the cancellation period normally begins when the contract is entered into. The customer does not generally need to provide a reason for cancelling during the applicable cancellation period.
14 days from the date the contract is entered into
An eligible consumer can exercise the statutory cancellation right by contacting us with a clear statement that they wish to cancel the contract.
This right is separate from any additional cancellation arrangements we may offer under this policy.
If the consultation starts during the 14-day period
If a consumer asks us to begin providing the consultation service before the end of the 14-day cancellation period, the customer may be asked to give an express request for the service to begin during that period.
Where the service has started at the consumer’s request, the statutory rules concerning services supplied during the cancellation period may apply. This can affect the amount that is refundable if the consumer later exercises a cancellation right.
If you want the consultation to take place before the 14-day cancellation period has ended, we will explain the relevant cancellation position before the service starts.
Cancelling after payment
If payment has already been made and you want to cancel a confirmed consultation, please contact us as soon as possible and provide the relevant booking details.
- Within the applicable 14-day period: An eligible consumer may exercise the statutory cancellation right, subject to the rules that apply where the service has already started at the consumer’s request.
- Before the service starts: Where a valid cancellation right applies and the consultation has not started, the applicable refund will normally cover the amount paid for the service.
- Service already started: Where the consumer requested the service to begin during the cancellation period, the amount payable may reflect the proportion of the service supplied before cancellation, where permitted by law.
- After the cancellation period: Cancellation and refund requests will be considered under this policy, the Booking Policy and applicable consumer law.
When a refund may be available
Where a refund is due, the amount returned will be determined by the applicable legal rights, the booking status and the amount of service already supplied.
- Valid 14-day cancellation: Where an eligible consumer exercises the statutory cancellation right and no amount is properly due for service already supplied, the applicable payment will be refunded.
- Service started during the cancellation period: Where permitted by law, the refund may take account of the service supplied before cancellation.
- Cancellation after the statutory period: Any refund will be considered under the applicable booking and cancellation terms.
- Duplicate payment: Where the same service has been paid for more than once, the additional payment can be reviewed for refund.
If we need to cancel
If PUNARCH IT DECISION needs to cancel a confirmed consultation and an alternative time cannot be agreed, we will review the payment and provide an appropriate refund for the undelivered service.
Where only part of an agreed service has been delivered, the refund will be considered in relation to the part that has not been delivered.
How refunds are processed
Approved refunds will normally be returned using the same payment method used for the original transaction.
Once a refund has been approved and processed, it will normally reach the original payment method within 5–10 working days. The exact time may vary depending on the payment provider or bank’s processing times.
Original payment method
Refunds are normally returned to the payment method used for the original transaction. We do not normally provide cash refunds or transfer refunds to an unrelated payment method.
If the original payment method is no longer available, please contact us so that the appropriate next step can be considered.
Consultancy services and completed work
Our services are consultancy and planning services. They are provided based on the information and requirements discussed during the booking process.
Once a consultation has been supplied, a customer choosing not to implement a recommendation, purchase equipment, change provider or proceed with a proposed technology plan does not by itself create a right to a refund.
This does not limit any statutory consumer rights that apply to the service or contract.
How to request a cancellation or refund
To exercise a cancellation right or ask us to review a refund, please contact the team with your name, booking details, service selected and a clear statement that you wish to cancel where applicable.
A cancellation request can be made by any clear written communication. We recommend providing the booking details so that the request can be identified promptly.
Need to change your booking?
Contact the team with your booking details and we will review the request and confirm the applicable next step.
Fair and straightforward handling
We aim to handle cancellation and refund requests fairly, consistently and with clear communication.
Nothing in this policy removes, restricts or replaces any consumer right that applies under UK law and cannot legally be excluded or restricted.
This policy may be updated where necessary to reflect changes to our services, booking arrangements or applicable legal requirements.