What happens if you need to cancel a booking, how refunds work, and what to expect at each stage. Written for businesses, in plain English.
The headline: we don't trap people. If you book a Briefing or Review and need to cancel with reasonable notice, you get a full refund. If we cancel, you get a full refund. We'd rather you stay because we're useful, not because you're stuck.
The detail below sets out the exact terms by product, including what counts as "reasonable notice" and what happens if you cancel late or no-show. If anything here doesn't sit right, get in touch — we'd rather hear from you than have you read this and feel boxed in.
The Health Check is free. There's nothing to refund and nothing to cancel.
If you'd like the data you submitted to be deleted from our records, email info@khitservices.co.uk with the email address you used and we'll remove your record within 14 days.
Full refund, processed within 5 working days to the original payment method. Or, if you'd rather, we'll rebook you to a later slot at no charge.
Your fee is forfeit — your consultant has prepared for the session and the slot can't easily be re-filled. We'll usually offer a goodwill rebook (one off) if you got caught out by something genuinely unexpected. Just ask.
The session is the bulk of the work. If you decide you don't want the brief at this point, no refund applies — but we'll still deliver the brief, because that's part of what you've already paid for.
No refund applies once the written brief has been sent. The brief is the deliverable — you've got it.
Full refund, processed within 5 working days. The £295 Briefing-fee credit (if applicable) is reversed back to a normal Briefing fee — no clawback, you keep what you've already paid for.
50% refund. The other half covers consultant time already spent preparing scope, materials, and supplier reads.
No refund of work delivered to date. We'll deliver whatever stage you're at — written notes, partial findings, or whatever's reasonable — so you walk away with something useful, not nothing.
Reschedules without cancellation: if you need to push your Review back rather than cancel, we'll do that without charge once. After that, a small admin charge may apply if it triggers significant rescheduling on our side. We'll always agree it with you first.
Projects are scoped and quoted individually, so cancellation terms are set out in your individual Project Agreement at the point of engagement.
As a default, our Project Agreements include: a free cancellation window before work starts, a fair pro-rata for work delivered if you cancel mid-project, and a clean handover of any work completed. We don't bill you for time that hasn't been delivered.
Cancel at any time. Your subscription continues until the end of the current billing month and then stops — no further charges, no exit fees. We don't pro-rata refund the current month because you've still got access to the service for it.
Cancel at any time. Your subscription continues until the end of the paid year and then stops — no auto-renewal. We don't pro-rata refund the remaining months of a paid year, but you keep access for the full period you paid for.
Pro-rata refund of any unused period, processed within 5 working days. We'd give you reasonable notice and explain why.
VSDM engagements are governed by a VSDM Engagement Agreement which sets out scope (typical days per month), reporting cadence, and notice periods.
One calendar month, either side. So if you give notice on the 15th of the month, your engagement runs to the 15th of the following month. No fees beyond that point.
Days actually delivered, at the agreed rate. We don't bill for days you've blocked but not used. We don't keep clocking up days during the notice period unless you ask us to.
Same one-month notice on us. If you've pre-paid days that haven't been delivered by the end of notice, we credit them back in full.
It happens — illness, family emergency, a consultant unable to deliver. If we cancel a booked session, you get the choice of:
We don't keep your money for sessions we haven't delivered. Full stop.
Email info@khitservices.co.uk from the email address on your booking, with:
We aim to respond within one working day. If your situation is urgent — for example a session in the next 24 hours — flag that in the subject line and we'll prioritise.
If you think we've called something wrong on a refund, get in touch directly first — most disputes resolve in a single email exchange when both sides explain what happened.
If we can't agree, this policy and any KHITServices engagement is governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.
This policy doesn't affect any statutory rights you have as a business customer under English contract law.
Once a deliverable has been paid for and handed over, it's yours. That includes your written Service Brief, your Service Improvement Plan, and any documents, designs, processes, or recommendations produced as part of a Service Project. You're free to use, modify, share, or hand any of it to another IT partner. We don't keep a "consultant copyright" over the work we deliver.
The Service Improvement Plan (SIP) produced from a Service Review is yours in full once the Review is paid for. You can act on it in-house, hand it to another consultancy or supplier, sit on it, or ignore it — that's your call. We don't require ongoing engagement with KHITServices for you to use what's in it.
Documents, processes, designs, and other outputs produced during a Service Project are yours on completion of the Project (or proportionally, on partial delivery if you cancel mid-Project). The same "no consultant copyright" rule applies — what we deliver to you is yours to use however suits.
We keep our own underlying methodology — the frameworks, templates, and approaches we use across many clients. Those remain ours. We may also use anonymised, aggregated insights from engagements to inform benchmarking and improve how we serve future clients. Anything specifically identifiable to your business is never reused without your explicit written consent.
All KHITServices consultant sessions — Chat, Briefing, Review, Project consultations, Service Advisor calls, and Virtual Service Delivery Manager meetings — are recorded as part of the engagement record. The recording lets your consultant focus on the conversation, gives us accurate action capture for follow-up, and protects both sides if a question comes up later about what was agreed.
Recordings are held only for the duration of your active engagement with KHITServices. When your engagement closes — whether at natural end, on cancellation, or on termination by either side — the recordings associated with that engagement are deleted within a reasonable period as part of engagement closure.
If you cancel a Briefing, Review, or Project mid-engagement, any recordings made up to that point are retained until the engagement is administratively closed (typically including final invoice settlement and any handover work) and then deleted. The same applies to ongoing engagements that you cancel under the relevant notice terms above.
Recordings are confidential. They're used internally for consultant notes and engagement follow-up only. Access is restricted to the consultants directly involved in your engagement. We don't share recordings externally, with suppliers, or with prospective clients without your explicit written consent.
Where third parties are present in a session — for example, your existing IT supplier joining a VSDM cross-supplier review — they are subject to the same disclosure and we'll let them know in advance.
You have full UK GDPR data subject rights over recordings of sessions you attended:
Requests can be made to info@khitservices.co.uk. We'll respond within one calendar month, in line with UK GDPR timelines.
We rely on legitimate interests as the lawful basis for recording — specifically, KHITServices' interest in maintaining accurate engagement records, and your interest in your consultant focusing on the conversation rather than note-taking. We've assessed that this interest does not override your fundamental rights and freedoms, given the safeguards above (limited retention, restricted access, no external sharing, transparent disclosure, easy opt-out at any point).
We may update this policy from time to time — for example, if our service mix changes or to reflect feedback from clients. The version that applies to your engagement is the one published on this page on the date you booked.
If we make a material change, we'll note it in the "Last updated" date at the top of the page. For active engagements, the original terms continue to apply unless we agree otherwise with you in writing.
Questions? Email info@khitservices.co.uk.