This policy is designed to be fair to customers while recognising work already completed and external costs already authorised. It does not restrict statutory rights.
1. Statutory rights come first
Nothing in this policy removes a consumer’s legal rights. Services must be performed with reasonable care and skill and match information that formed part of the contract. Digital content must meet applicable legal standards. Where legal requirements are not met, remedies may include repeat performance, repair, replacement, price reduction or refund.
2. Free consultations
No refund is needed for the standard private consultation because no fee is charged.
4. One-off services before work begins
If a one-off service is validly cancelled before chargeable work begins, Cerebro will normally refund the amount paid, less only any non-recoverable third-party cost that was clearly disclosed and specifically authorised, subject to statutory cooling-off rights.
5. One-off services after work begins
Where work has begun at the customer’s request, a refund will be based on the unearned portion of the payment after deducting a reasonable amount for work supplied and authorised non-cancellable costs. Cerebro will not automatically keep the entire payment where that would be disproportionate.
Completed and accepted bespoke work is not refundable merely because preferences change, but defects or failure to match the agreed scope will be addressed under the acceptance process and statutory rights.
6. Deposits
A deposit is not automatically forfeited in every circumstance. Any retained amount must reflect work completed, capacity genuinely reserved, authorised commitments or loss reasonably caused by cancellation, and must remain fair under applicable law. The project order may state a clearer calculation.
7. Subscriptions
Cancelling a subscription normally stops future renewals rather than refunding a billing period already supplied. If a consumer exercises a valid cooling-off right, or if Cerebro cannot provide a paid period, the refund will follow applicable law and may be proportionate to the service already supplied.
No refund is due solely because included usage was not fully used, unless the package or law says otherwise. This does not apply to an incorrect charge, service failure or other legal remedy.
8. Digital downloads and immediately supplied content
A consumer may lose the 14-day change-of-mind right once immediate digital supply begins, but only where the required express consent and acknowledgement were obtained. Faulty or misdescribed digital content remains subject to statutory remedies.
9. Third-party costs
Hosting, domain, app-store, telephony, API, model, advertising or software fees paid to an external provider may be non-refundable under that provider’s terms. Cerebro will disclose material external commitments before incurring them where practical and will pass through any refund actually recovered.
10. How to request a refund
- Email Info@cerebro-consulting.com or call 07501746327.
- Include your name, order reference, amount, payment date and reason for the request.
- Provide screenshots or technical details where the issue concerns a defect.
- Cerebro will acknowledge the request and normally provide a decision or request further information within 14 days.
11. Refund timing and method
Approved refunds will normally be returned to the original payment method. Processing time depends on the payment provider and bank. Where consumer law sets a deadline, that deadline will apply.
12. Contact
Version 1.0 — last updated 7 August 2026.