Refund Policy

Last updated: May 2026

We want you to be confident in what you buy from us. This policy explains how refunds work across our different services. It does not affect your statutory rights as a consumer where those apply.

1. Discovery calls

Our 30-minute discovery call is free of charge. There is nothing to refund and no obligation to proceed.

2. Consultancy services and retainers

Care Consultancy and cross-sector engagements are delivered under a written proposal and engagement letter. The refund, cancellation, rescheduling and notice terms for your engagement are set out in that letter and agreed before any work begins. As a general guide:

• Booking deposits secure your date and the time we set aside for you. Where you cancel or reschedule at short notice, some or all of a deposit may be retained to reflect the time reserved.
• Monthly retainers run on a rolling basis with a notice period stated in your engagement letter. Unused hours within a month do not roll over and are not refundable.
• Where we have not yet started work, we will always deal with you fairly and reasonably.

If anything about your engagement has gone wrong, contact us first — we would always rather put it right than leave you unhappy.

3. Policy suites and digital downloads

Our policy suites and bundles are digital products, downloaded immediately after purchase from our online shop.

• Because they are digital content supplied instantly, once a download has begun the statutory 14-day cancellation right no longer applies — you confirm this at checkout before downloading.
• For that reason, completed digital purchases are generally non-refundable.
• If a file is faulty, corrupted, or materially not as described, we will put it right — by re-supplying the correct file or, where that is not possible, issuing a refund. This does not affect your statutory rights.

4. How to request a refund

Email hello@hiscockco.co.uk with your order or engagement details and a short explanation. We aim to acknowledge refund requests within two working days and to resolve them promptly. Approved refunds are returned to the original payment method.

5. Contact

Any question about this policy can be sent to hello@hiscockco.co.uk or raised on 0117 405 4320.