1. Appointment Cancellation
Please contact us as soon as possible if you need to cancel or reschedule an appointment. Rescheduling depends on availability. Reasonable costs already incurred for travel, preparation, or third-party arrangements may remain payable where applicable.
2. Before Work Begins
A client may request cancellation before work begins by writing to us. Eligibility for a refund will depend on the written engagement, the nature of the advance or professional fee, preparation already performed, committed expenses, taxes or processing charges, and any work reserved for the project. No fixed refund percentage is promised.
3. After Work Begins
If cancellation occurs after work begins, the client remains responsible for work completed up to the cancellation date, approved expenses, site visits, third-party commitments, and other amounts due under the engagement. Any eligible balance will be assessed against those amounts.
4. Completed Work and Deliverables
Fees for completed drawings, reports, calculations, meetings, consultations, visits, or other delivered work are generally not refundable because the professional service has been performed. Unused future stages may be considered separately under the written engagement.
5. Refund Eligibility
Where a refund is approved, it will be processed after confirming the request, payment record, identity, deductions permitted by the engagement or law, and any outstanding amount. Refunds are not available for a change of mind after completed work, inaccurate client information, client-caused delay, or refusal to accept compliant deliverables, subject to applicable law.
6. Processing
Approved refunds will normally be sent using the original payment method or another method agreed with the client. Processing time depends on the payment provider and bank. We will communicate any material issue affecting processing.
7. Requesting Cancellation
Send the project or appointment details and the reason for cancellation to newurbanbuildersbgh@gmail.com. This policy is read with the relevant quotation, engagement, and Terms & Conditions.