Refunds and postponements

These rules apply to commissions listed on this site: content performance reports, audience engagement reviews, newsroom briefings, and special-edition post-mortems. They do not cover software subscriptions, physical merchandise, or training courses, because we do not sell those.

Eligibility

A refund is available when we have not started drawing charts and you cancel in writing (email is enough). Once Owen Mallory has begun charting, or Harriet has issued a draft brief, the work is partly performed and only a partial refund may apply.

Timeframe

Cancel more than ten working days before a booked briefing, or before we confirm that files are in work for a pack, and the deposit is returned in full. Cancel inside ten working days of a briefing and the deposit is kept to cover rail bookings and the held morning. Cancel a pack after files are in work and we invoice for hours already spent, capped at the agreed fee.

Full and partial refunds

Full refund: you cancel before file work starts, or we cannot fulfil because of illness on our side and you do not wish to postpone. Partial refund: draft charts exist; we deduct a fair portion for drawing and writing already done and return the rest of sums paid. If a pack has been delivered and the walkthrough held, the fee is earned.

Non-refundable items

Rail tickets already purchased for a briefing, overnight stays booked at cost with your agreement, and print runs already sent to a commercial printer are not refundable. We will transfer a briefing to a new date where the tickets allow.

Process

Write to hello@toolkitcraftbase.click with the commission name and date. We confirm what has been drawn, what can be stopped, and the proposed refund within five working days.

Processing time and method

Approved refunds are paid back by the same method as the original transfer within fourteen days of our confirmation. We do not refund in cash at Church End.

Cancellation, rescheduling, deposits, no-shows

A third deposit holds the weeks. You may reschedule a briefing once, with ten working days’ notice, at no extra fee. A newsroom that is empty when we arrive (no-show) is treated as a completed briefing; the fee is due. If we miss the slot for reasons on our side, you may choose a new date or a full refund of sums paid for that briefing.

Work already started and materials

Draft packs remain our working papers until the balance is paid. If you cancel mid-draw, you do not receive the unfinished charts unless you pay for the hours already spent. We do not buy stock photography for a title that you would then own; commissioned print copies already produced are yours if paid for, otherwise they are pulped.

Exceptions

If the files you sent are unlawful for us to hold, we stop work and refund sums for work not performed. If you change the named title after charting has begun, that is a new commission, not a refund of the old one.