Legal

Refund & cancellation policy

This policy applies to paid consultations and advice engagements with Holloway Pension Partners. It does not cover third-party pension scheme charges, exit penalties, or investment products we do not sell through this website.

Eligibility

Refunds are available when we have not yet begun substantive analysis, when we cancel an engagement we cannot complete, or when a cooling-off right applies under your engagement letter and UK consumer rules.

Timeframe

Refund requests should be sent in writing within 14 days of the event giving rise to the request (for example, cancellation before document analysis starts). Requests made after the written report has been delivered are assessed only for clear service failure.

Full and partial refunds

• Full refund of fees paid if you cancel before we open your document file and no introductory analysis has begun, or if we withdraw because we cannot advise on your case.
• Partial refund if work has started but the engagement ends early by mutual agreement. We deduct time already spent on statement review, modelling, and meetings at the hourly rate stated in your engagement letter.

Non-refundable items

• Fees for meetings already held and reports already issued
• Third-party charges paid on your behalf with your consent (for example, scheme valuation fees)
• Administrative time spent chasing administrators after you asked us to proceed

Deposits

The initial invoice (typically 40% for fixed-scope reviews) secures diary time and starts document collection. If you cancel after we have requested statements from providers, the deposit may be reduced rather than returned in full to cover coordinator time.

Cancellation and rescheduling

You may reschedule presentation meetings with at least 48 hours’ notice at no charge. Repeated short-notice cancellations may be treated as a partial cancellation of the engagement. No-shows for booked presentation meetings without notice may incur a fee equivalent to one hour of consultant time.

Work already started

Once modelling or draft report writing has begun, fees reflect progress. We will share a summary of work completed if a partial refund is due.

Refund process and timing

Email hello@websecguard.digital with your name, engagement reference, and reason. Approved refunds are processed within 14 working days to the original payment method where possible.

Exceptions

Statutory rights that cannot be excluded remain available. Regulated advice files may need to be retained even when fees are refunded; retention does not affect your refund entitlement under this policy.

Contact for refund requests

97008 Lloyd Circle, Upton King, Northern Ireland, United Kingdom · +44-5-526-0297 · hello@websecguard.digital