Legal

Refunds and cancellation

Last updated: 4 August 2026. This policy applies to paid advice consultations with Brightwell Financial Partners. It does not cover product premiums or platform charges billed by insurers or investment providers.

Eligibility

Refunds relate to our advice fees and deposits only. Introductory calls are free and do not create a refund obligation.

Timeframe

You may cancel a booked consultation for a full deposit refund if you write to us (email is fine) at least five clear working days before the scheduled fact-find meeting.

Full or partial refunds

• Full refund of deposit — cancellation with at least five working days’ notice before the fact-find, where we have not yet begun substantive analysis.
• Partial refund — if you cancel after analysis has started but before the recommendation meeting, we refund fees paid minus a fair charge for hours already worked, documented in writing.
• No refund of completed work — once the suitability letter has been delivered, fees for that engagement are due in full.

Non-refundable items

Third-party costs we incur with your prior written approval (for example, paid medical reports or scheme tracing fees) are non-refundable once ordered. Product charges from providers are outside this policy.

Refund process

Email hello@reporting-sys.digital with your name, engagement reference, and reason. We confirm the refund calculation within five working days.

Processing time and method

Approved refunds are returned by the original payment method within fourteen working days of approval.

Cancellation and rescheduling

You may reschedule a fact-find once at no charge with at least two working days’ notice. Further reschedules, or late changes within two working days, may incur an administrative fee of £75 to cover diary disruption.

Deposits

Deposits secure adviser time and are applied to the final invoice. They are refundable only under the rules above.

No-shows

If you miss a fact-find or recommendation meeting without notice, we may charge for the reserved time or treat the deposit as forfeit for that session, while still offering one free rebooking at our discretion.

Work already started

Cashflow modelling, provider correspondence, and draft letters count as started work. Cancelling mid-engagement triggers the partial refund rules.

Exceptions

If we cancel an engagement because we cannot proceed (for example, we are not authorised for the advice type required), we refund fees paid for unfinished work in full. Statutory consumer rights under GB law remain unaffected where they apply.