Refunds
These rules apply to occupancy analyses, seasonal reviews, board briefing packs, and house visits. They do not apply to guest-room stays, because we do not sell rooms.
Eligibility
A refund may be due when we cancel an engagement we cannot staff, when extracts never arrive and we agree to stop, or when a cooling-off right applies to you as a consumer under United Kingdom law. Business hotel groups commissioning occupancy work as a trade customer are not treated as distance-selling consumers for the written file, but we still handle deposits fairly as set out below.
Timeframe
Ask for a refund or cancellation in writing to hello@content-fieldhub.click or by letter to 71 Cunnery Rd, Maidenwell, LN11 9RJ, United Kingdom. We confirm within five working days whether a full or partial refund applies.
Full or partial refund
If we have not sent the figures request and have not started reading extracts, the deposit is refunded in full. If desk reading has started, we refund the unused portion after deducting time already spent, billed against the agreed fee at a reasonable share of the engagement. If the written file has been delivered, the fee for that file is not refundable, because the occupancy reading has been given.
Non-refundable items
Travel already purchased for an agreed house visit, and printing already ordered for bound board packs, are not refundable once bought, unless we cancelled the visit. We do not sell merchandise, software licences, or guest-room vouchers, so there are no refunds of that kind.
Process and method
Refunds go back by the same method as the original payment where the bank allows it, otherwise by bank transfer to the account that paid. Processing is usually ten working days after we confirm the amount. We do not refund onto a guest folio at a hotel.
Cancellation and rescheduling
You may reschedule a house visit once without charge if you give five working days’ notice. Later changes may incur the travel we cannot recover. A board pack timed to a sitting can be moved to the next sitting if extracts for the new period will exist; the original pack fee still applies if the first pack was already written.
Deposits
The one-third deposit reserves the calendar and pays for the first reading of extracts. It is credited to the final invoice. It is not a guest-room deposit.
No-shows
If we attend an agreed house visit and the general manager is not available, the visit fee is still due. We will offer a remote briefing of the same occupancy questions if that is useful, without a second visit fee, but travel already incurred stays payable.
Work already started
Once tables exist, cancelling does not unwind the reading we have already done. You may ask us to destroy copies of extracts; we will do so except for invoices we must keep. You will not receive the unfinished file unless you pay for the work completed.
Exceptions
If our file contains a material occupancy error that we caused — for example, treating a closed wing as available when your extract clearly showed it closed — we will correct the file at no charge. If the error came from incomplete extracts you supplied, correction is billed as extra time. Statutory rights remain unaffected.