CIRCULARCONNEX INDUSTRIAL SUPPLY CHAIN INTELLIGENCE
Refund and Cancellation Policy
Business to business policy for diagnostics and Monthly Monitor services
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Document |
Refund and Cancellation Policy |
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Effective date |
20th July 2026 |
1. Scope
This policy applies to business customers purchasing CircularConnex Industrial Supply Chain Intelligence diagnostics and Monthly Monitor services. It should be read with our Terms of Service and the applicable engagement confirmation.
This policy does not affect any rights that cannot lawfully be excluded. Our services are intended for business customers rather than consumers.
2. Business customers only
Our services are supplied to business customers only. By placing an order, you confirm that you are acting in the course of a business, trade or profession and not as a consumer.
Cancellation, refunds and rescheduling are governed by the applicable engagement terms, order form or Monthly Monitor Schedule.
3. Before work begins
You may cancel and receive a full refund where you notify us in writing before work has begun.
For this policy, work begins when we start substantive diagnostic analysis, evidence assessment, report preparation or the agreed Monthly Monitor work after the engagement has been confirmed and payment has cleared.
4. After work begins
Once work has begun, fees are non-refundable except where we are unable to deliver the agreed service because of our failure.
Where we cannot deliver the agreed service, we will first offer a reasonable revised delivery approach or revised delivery target. If that is not acceptable or is not possible, we will refund the fee attributable to the undelivered part of the service.
5. Missing information, client delay or scope change
If delivery is delayed because required information is incomplete, inaccurate, unavailable or materially changed, this does not create an automatic right to a refund. We may pause the work, revise the target delivery date or agree an adjusted scope.
Where a requested change materially expands the work, we may require a revised quotation and payment before proceeding.
6. Diagnostic cancellation
To cancel a diagnostic before work begins, contact us at info@circularconnex.co.uk with your company name, engagement reference and cancellation request.
Where a full refund is due, we will process it using the original payment method where possible, subject to normal payment provider processing times.
7. Monthly Monitor cancellation
The Monthly Monitor has an initial minimum term of three months. Fees are payable monthly in advance unless otherwise stated in the applicable order form.
After the initial three month term, either party may end the Monthly Monitor by giving at least 30 days’ written notice.
Once Monthly Monitor work for a paid month has begun, that month is non-refundable except where we fail to deliver the agreed service.
8. Complaints
If you believe a service has not been delivered in accordance with the agreed scope, contact us promptly at info@circularconnex.co.uk. Please provide your engagement reference and a clear description of the issue. We will review the matter and respond within a reasonable time.
Where a complaint relates to a material error identified in a delivered report, we may first withdraw or supersede the affected report and issue a corrected PDF where appropriate. A correction does not automatically create a right to a refund. Any refund entitlement will be assessed under this Policy and the applicable engagement terms.