Refunds & cancellations

Scope

This policy covers fees for financial advice consultations, written plans, and related professional time. It does not cover lender arrangement fees, insurer premiums, solicitor costs, or product charges set by third parties.

Refund eligibility

If you cancel an engagement before we begin substantive work (before the first fact-find meeting and before any scheme correspondence is opened), you are eligible for a full refund of fees paid to Cedar Wharf, less any non-refundable third-party costs already incurred with your consent.

Timeframe

Refund requests should be made in writing to hello@smartdevsys.digital within 14 days of the event giving rise to the request (for example, cancellation or a material change we initiate).

Full and partial refunds

Full refunds apply when no substantive advice work has started. Partial refunds may apply if work has begun — for example, after a fact-find but before a written plan — reflecting time already spent. Once a written suitability report or planning document has been delivered, fees for that stage are generally non-refundable.

Non-refundable items

• Fees for meetings you attended
• Written reports already issued
• Third-party charges (credit searches, medical underwriting fees) paid on your behalf with prior agreement
• Late-cancellation fees described below

Deposits

Some longer engagements (notably pension transfer reviews) may require a deposit to open scheme correspondence. Deposits are credited against the final fee. If you cancel after correspondence has started, the deposit may be retained to cover work already done, with any unused balance refunded.

Cancellations and rescheduling

You may reschedule an appointment with at least 48 hours’ notice at no charge. Cancellations inside 48 hours, or failure to attend without notice (no-shows), may incur a fee of up to £75 to cover reserved adviser time. We will offer one free reschedule for documented emergencies (illness or bereavement).

Work already started

If analysis, provider calls, or drafting has begun, we invoice for time expended at the rates in your fee letter and refund any surplus prepaid. You remain entitled to copies of work completed to that point.

Purchased materials

We rarely purchase materials on your behalf. If we do (for example, paid scheme document retrieval), those costs are non-refundable once ordered.

Refund process and timing

Email hello@smartdevsys.digital with your name, engagement reference if known, and reason. We confirm eligibility within five working days. Approved refunds are returned by the original payment method within 14 working days of approval.

Exceptions

Statutory cooling-off rights for certain distance contracts and regulated product cancellations (where a product provider’s own cooling-off applies) remain available and are explained in product documentation — those rights sit with the provider, not this website policy.

Contact for refund requests

hello@smartdevsys.digital · +44-2-066-8420 · 10004 Brady Stream, Parker-on-Bednar, Wales, United Kingdom