This Refund & Cancellation Policy explains how DTB Enterprises Ltd (“DTB”, “we”, “us” or “our”) handles cancellations, rescheduling, missed appointments, package refunds, consultancy cancellations, digital products, physical products and travel-related bookings.

This policy should be read alongside our Terms & Conditions.

Nothing in this policy limits your statutory consumer rights.

1. Individual sessions and appointments

Unless otherwise agreed, the following cancellation terms apply to booked sessions and appointments:

• 48 hours or more before the appointment: cancellation or rescheduling without charge;

• 24 to 48 hours before the appointment: 50% of the session fee may be charged;

• less than 24 hours before the appointment: 100% of the session fee may be charged;

• non-attendance or no-show: 100% of the session fee may be charged.

Where a session has already been paid for and a cancellation charge applies, the relevant amount may be deducted from any refund due.

If you arrive late, the session will normally still finish at the originally scheduled time.

DTB may consider exceptional circumstances at its discretion.

2. Where DTB cancels or rearranges a session

If DTB needs to cancel or rearrange a booked session, we will normally offer:

• an alternative appointment; or

• a refund for the affected session where an alternative is not suitable.

We are not responsible for consequential losses resulting from a rearranged or cancelled appointment, except where liability cannot legally be excluded.

3. Consumer cancellation rights for services booked online

Where you are acting as a consumer and enter into a service contract online or at a distance, you may have a statutory 14-day cancellation period.

If you ask DTB to begin providing the service during that 14-day period, we may ask you to make an explicit request for the service to start early.

If you then cancel before the service has been completed, you may be required to pay a proportionate amount for work already provided.

If the service has been fully performed during the cancellation period following your express request and appropriate acknowledgement, your statutory cancellation right may end once the service has been completed.

These statutory rights are separate from DTB’s ordinary appointment cancellation rules above.

4. Packages

Packages may be cancelled or refunded where required by law.

Where a package has already started and a refund is otherwise permitted, the value of sessions already used will normally be recalculated at the standard individual-session rate rather than the discounted package rate.

Any remaining refundable balance will then be calculated after deducting:

• the full standard price of sessions already used;

• any other services already delivered; and

• any non-recoverable costs where legally permitted.

For example, a client who purchases a discounted package but later receives a refund after using part of it will not normally retain the package discount on the sessions already received.

Unused sessions are also subject to the package expiry periods stated in our Terms & Conditions.

Expired sessions are not automatically refundable.

Exceptional circumstances may be considered at DTB’s discretion.

5. Organisational consultancy

Organisational consultancy may involve preparation, research, document review, analysis, meetings, workshops or other work before the visible delivery date.

Where an organisational project is cancelled after work has begun, DTB may charge for:

• work already completed;

• preparation already undertaken;

• committed time;

• non-recoverable third-party costs; and

• other reasonable costs arising from the cancellation.

Any refund will be calculated after these amounts have been deducted.

Where a proposal, statement of work or service agreement contains different cancellation terms, those specific terms will apply.

6. Organisational workshops, consultancy days and scheduled delivery

Unless different terms have been agreed in writing, cancellation of a scheduled consultancy day, workshop or similar organisational booking may result in the following charges:

• 10 or more working days’ notice: no cancellation fee for the scheduled delivery itself, although completed preparatory work and non-recoverable costs remain payable;

• 5 to 9 working days’ notice: up to 50% of the agreed delivery fee may be charged;

• fewer than 5 working days’ notice: up to 100% of the agreed delivery fee may be charged.

Where appropriate, we may offer rescheduling instead of cancellation.

7. CV, application and career-support services

CV development, application support and similar professional services often involve substantial work before the final document is delivered.

If you cancel before substantive work begins, any applicable statutory cancellation rights will apply.

Once work has started, DTB may retain or charge an amount reflecting the work already completed.

Once a bespoke CV, application document, evidence bank, career pack or similar personalised work has been substantially completed or delivered, refunds will not normally be available except where required by law or where the service is not provided with reasonable care and skill.

8. Learner services

Learner sessions are subject to the same appointment cancellation terms set out in this policy.

Where a package has been purchased, the package rules also apply.

Refunds will not normally be issued solely because:

• a particular grade was not achieved;

• an application was unsuccessful;

• a learner chose not to use the advice provided; or

• circumstances outside DTB’s control affected the outcome.

This does not affect statutory rights where a service has not been delivered with reasonable care and skill.

9. Digital products

DTB may sell digital products such as downloadable guides, templates, worksheets and resources.

Where a consumer purchases digital content online, there is normally a 14-day cancellation period unless supply begins earlier with the consumer’s agreement.

Where immediate access is provided, we will seek confirmation that:

• you want the digital content to be supplied immediately; and

• you understand that you may lose your statutory right to cancel once supply begins.

If these requirements are not met, the statutory cancellation right may continue.

Digital products that are faulty, not as described or otherwise do not meet applicable legal standards remain subject to statutory consumer rights.

10. Physical products

For eligible physical goods purchased online through the DTB Store, consumers generally have the right to notify us within 14 days of receiving the item that they wish to cancel the purchase.

Once cancellation has been notified, the item should normally be returned within a further 14 days.

Where applicable:

• the purchase price will be refunded;

• the cost of standard delivery will be refunded;

• enhanced or premium delivery costs above the standard option are not normally refundable;

• a deduction may be made where the value of the item has been reduced by handling beyond what would reasonably be permitted when examining goods in a shop.

Refunds will normally be processed within the applicable legal timeframe after the goods are returned or evidence of return is provided.

11. Return costs

Unless the item is faulty, not as described or otherwise legally required to be returned at DTB’s expense, the customer may be responsible for the cost of returning physical goods where this has been made clear before purchase.

Where goods are faulty or do not conform to the contract, statutory consumer rights apply.

12. Items that may not be eligible for ordinary change-of-mind returns

Some products may be exempt from ordinary cancellation rights, depending on their nature.

This may include certain:

• personalised or custom-made items;

• sealed goods that are not suitable for return for health or hygiene reasons once unsealed;

• digital content supplied immediately with the required acknowledgement.

Any applicable exception will be made clear where relevant.

13. Travel enquiries and bookings

Travel cancellations, amendments and refunds are governed primarily by the terms applying to the relevant booking.

These may include the booking conditions of:

• InteleTravel;

• the tour operator;

• airline;

• cruise line;

• accommodation provider;

• transport provider; or

• another relevant travel supplier.

DTB’s ordinary session cancellation rules do not override the cancellation terms of a travel supplier.

Where you choose to cancel a travel booking that can still proceed, supplier cancellation fees may apply where permitted and fair. Package-holiday cancellation rights can also differ depending on who cancels and why.

Any refund available will therefore depend on the booking conditions, applicable consumer law and the circumstances of the cancellation.

14. Changes to travel bookings

Requests to change:

• dates;

• traveller details;

• accommodation;

• cabin type;

• transport;

• destinations;

• or other booking elements

may result in supplier amendment fees, price differences or loss of previously booked rates.

DTB will explain known charges where possible, but final charges are determined by the relevant supplier.

15. Travel prices and deposits

Travel prices may change until the booking is confirmed.

Deposits and staged travel payments may be:

• refundable;

• partially refundable; or

• non-refundable,

depending on the supplier’s booking conditions.

Before completing a booking, clients should review the relevant terms provided.

16. Refund method

Where a refund is due, we will normally issue it using the original payment method where reasonably possible.

Processing times may vary depending on the bank, card provider, PayPal, Stripe or other payment service involved.

DTB is not responsible for delays caused solely by a payment provider after the refund has been processed by us.

17. Refunds where services have already been provided

Where a refund is legally due but part of a service has already been provided at your request, DTB may deduct a proportionate amount reflecting the work completed where the law permits.

This may include:

• preparation time;

• document review;

• meetings already delivered;

• research;

• completed written work;

• other agreed services already performed.

18. Promotional prices and discounts

Where a service or package was purchased at a promotional or discounted rate, any refund will be based on the amount actually paid, subject to any recalculation provisions applying to partially used packages.

Discounts have no cash value and will not normally be refunded separately.

19. Exceptional circumstances

We recognise that genuine emergencies and unexpected circumstances happen.

DTB may exercise discretion in applying cancellation charges where appropriate.

Examples might include serious illness, bereavement or another significant unforeseen circumstance.

Any discretionary decision will depend on the circumstances and does not create an automatic entitlement in future cases.

20. How to request a cancellation or refund

To cancel a service, request a refund or discuss a booking issue, please contact:

General services and store: hello@dtbenterprises.co.uk

Travel: travel@dtbenterprises.co.uk

Please include enough information for us to identify the relevant booking, order or service.

21. Refund disputes and concerns

If you believe a cancellation charge or refund decision is incorrect, please contact us at: hello@dtbenterprises.co.uk

We aim to acknowledge concerns within 5 working days and will review the circumstances and applicable terms.

22. Changes to this policy

We may update this Refund & Cancellation Policy to reflect:

• changes to our services;

• changes to consumer law;

• new products or service areas;

• changes to booking or fulfilment arrangements; or

• changes to travel suppliers or platforms.

The latest version will be published on the DTB website with the date of the most recent update shown at the top.

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