Cancellation and Refund Policy

Last updated: 25 August 2026

This policy explains how cancellations and refunds are handled by SAID Solutions Ltd.

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It applies where this policy is referred to as part of a booking, purchase or engagement with us. Where we have agreed separate terms with you in a proposal, statement of work, service agreement, booking confirmation or other contract, those terms will also apply.

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Nothing in this policy affects any statutory rights that cannot lawfully be excluded or restricted.

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1. Business Clients

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Many of the services provided by SAID Solutions are commissioned by businesses, charities, care providers, public-sector organisations and other professional clients.

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Where you engage us wholly or mainly for business purposes, cancellation, postponement and refund arrangements will normally be governed by the proposal, quotation, statement of work, service agreement or other terms agreed between us.

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Unless otherwise agreed, payments for work that has already been completed are not refundable.

If a project is cancelled after work has begun, we may charge for:

• work completed up to the date of cancellation;

• time reasonably committed to the project;

• third-party costs already incurred on your behalf; and

• other costs that we cannot reasonably recover as a result of the cancellation where permitted by the terms agreed between us and applicable law.

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Any deposit, advance payment or project fee will be dealt with in accordance with the terms agreed for that particular engagement.

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2. Consumer Cancellation Rights

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If you are acting as a consumer rather than on behalf of a business or organisation, additional statutory rights may apply.

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Where you enter into a contract with us online, by telephone or by another distance-selling method, you will generally have the right to cancel a contract for services within 14 days of the date the contract is entered into, without giving a reason, unless an exception applies.

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To exercise your right to cancel, you must clearly tell us that you wish to cancel before the cancellation period expires.

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You may do this by email or another contact method agreed with us.

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3. Services Starting During the 14-Day Cancellation Period

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You may ask us to begin providing a service before the end of your 14-day cancellation period.

Where you expressly request that work begins during this period and subsequently cancel before the service has been completed, you may be required to pay a reasonable and proportionate amount for the services already provided up to the point at which you informed us of your cancellation.

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Where a service has been fully performed during the cancellation period at your express request, and you have acknowledged that you will lose your cancellation right once the service has been fully performed, your statutory right to cancel may end when the service is completed.

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We will obtain any consent or acknowledgement required by law before relying on these provisions.

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4. Digital Content and Downloadable Materials

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Where we provide digital content that is supplied immediately, such as downloadable documents, templates, training materials, recordings or other digital resources, different cancellation rules may apply.

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If you ask us to provide digital content immediately during the statutory cancellation period, we may ask you to:

• expressly consent to receiving the digital content immediately; and

• acknowledge that you will lose your statutory right to cancel once supply of the digital content begins.

We will not treat your cancellation right as having been lost unless the requirements of applicable consumer law have been met.

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5. Training, Workshops and Booked Sessions

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Where SAID Solutions provides training, workshops, consultancy sessions, meetings or other services booked for a particular date, any specific cancellation or rescheduling arrangements will be provided when you book.

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If you cancel after any applicable statutory cancellation period has ended, entitlement to a refund or credit will depend on the booking terms agreed with you.

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Where consumer law applies, any cancellation charge or amount retained by us will be fair and proportionate and will take account of costs or losses reasonably incurred as a result of the cancellation.

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We may, at our discretion, offer an alternative date or credit where appropriate.

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6. Cancellation by SAID Solutions

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Occasionally, we may need to cancel or postpone a service, session or booking due to circumstances outside our reasonable control.

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Where we cancel a service and cannot provide a suitable alternative, we will refund any amount paid for the part of the service that we are unable to provide.

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Where reasonably possible, we will give you as much notice as we can and may offer an alternative date or arrangement.

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7. Problems With a Service

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We aim to provide our services with appropriate care and skill and in accordance with the scope agreed with you.

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If you believe that a service has not been provided as agreed, please contact us as soon as reasonably possible so that we can investigate.

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Where you are a consumer and the Consumer Rights Act 2015 applies, you may have statutory remedies if a service has not been performed with reasonable care and skill or does not conform to the contract.

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Depending on the circumstances, this may include a right to require repeat performance or, where appropriate, a reduction in price or refund.

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Nothing in this policy limits those statutory rights.

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8. Refunds

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Where a refund is due under consumer law, we will process it within the period required by law.

Unless you expressly agree otherwise, refunds required under consumer law will normally be made using the same payment method used for the original transaction and without imposing a refund fee.

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Where a discretionary refund has been agreed for a business-to-business transaction, we will confirm the amount and payment arrangements with you.

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9. Deposits and Advance Payments

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Where a deposit or advance payment is required, we will explain any applicable cancellation conditions before the engagement or booking is confirmed.

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We will not describe a consumer payment as automatically non-refundable where doing so would conflict with applicable consumer law.

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For business clients, the treatment of deposits and advance payments will be governed by the terms agreed for the particular engagement.

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10. How to Request a Cancellation or Refund

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To cancel a booking, exercise a statutory cancellation right or request a refund, please contact:

SAID Solutions Ltd

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Email: shaun@saidsolutions.co.uk
 

Please include sufficient information for us to identify your booking, purchase or engagement.

We may ask for your name, organisation name, booking or invoice reference and details of the service concerned.

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11. Changes to This Policy

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We may update this policy from time to time to reflect changes to our services, business practices or legal requirements.

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The latest version will be published on our website together with the date it was last updated.