Refunds and cancellation
These rules apply to commissions described on this site: pattern reviews, mapping workshops, ward packs, complaint summaries, and quarterly packs. We do not sell goods by post, event tickets to the public, or software licences, so those models are not covered.
When a full refund applies
If we have taken a deposit and we cancel because the studio cannot staff the weeks we promised, you receive a full refund of sums paid for that commission, within fourteen days, by the same method you used to pay (usually BACS to the authority). If we have not yet cashed a purchase order, we simply close the order.
Deposits
Pattern reviews and quarterly packs usually require 30% of the quoted fee before we open an extract. Workshops require 50% once a date is held. Complaint summaries are invoiced on delivery unless a batch is booked, in which case 30% is due when the first file arrives.
Cancellation by you
More than fifteen working days before a workshop day, or before we have opened a pattern-review extract: refund of the deposit minus a £120 administration charge for diary and data-sharing paperwork already done. Inside fifteen working days for a workshop: the deposit is kept, because a facilitator day cannot usually be refilled. If we have already opened an extract or complaint file, we invoice for time spent at £420 per day (capped at the remaining fee) and refund any unused balance of the deposit.
Partial refunds
If a pattern review stops because the extract cannot be reconciled to published figures and you cannot supply a usable cut within ten working days, we invoice for weeks already worked and refund the unused deposit. If only some wards in a ward-pack batch are withdrawn before drawing starts, those wards are credited in full; wards already drawn are charged.
Non-refundable items
Travel and overnight costs already incurred for an on-site day are not refundable. Print files already delivered remain yours; we do not claw back a pack we have sent. Time spent on a factual check you requested is not refundable once the draft has left the studio.
Work already started
Opening an extract, hanging a wall map, or reading a complaint file counts as started work. We will send a short account of what was done so your finance team can see the charge.
No-shows and rescheduling
If a workshop room is empty, or fewer than four of the agreed participants attend, the day is treated as delivered. We will offer one free redraw of the wall map if you restage the day yourselves; we will not restage the facilitation without a new fee. Committee presentation dates may be moved once without charge if you give ten working days’ notice; later moves are charged as a half-day if we have already travelled or reserved the date.
Quarterly packs
You may end a quarterly engagement after any pack, with twenty working days’ notice. Packs already produced are payable. Unused future quarters are refunded on a simple quarter-count, not pro rata by calendar day.
How to ask
Write to hello@desktop-pathline.click with the commission reference and whether you are cancelling, rescheduling, or querying an invoice. We aim to confirm the refund calculation within five working days and to pay agreed refunds within fourteen days after that confirmation.
Processing method and time
Refunds go back to the public body by BACS (or by the card merchant if a card was used). We do not refund to a personal account unless the original payment came from that account. Cheques, if still used by your authority, follow the same fourteen-day window after agreement.
Telephone 07067711941 or write to 22 Wade Lane, Saltcotes, FY8 4UZ, United Kingdom if email is unsuitable.