Refund and returns

Digital documents and policy packs

Ready-made documents are released after payment when the file is available. Personalised documents and policy packs are prepared after we receive the information needed for your service, and we confirm the expected delivery timing with you.

If you are buying as a consumer, we will ask for your express agreement before supplying digital content during the 14-day cancellation period and your acknowledgement that the cancellation right is lost once supply begins. This does not affect your rights if content is faulty, misdescribed or not supplied with reasonable care and skill.

If a file is corrupt or incomplete, the wrong file is supplied, or you were charged twice, contact us within 14 days and we will correct or replace it, or refund the payment where appropriate.

Consultancy and registration support

Services can be cancelled before work begins. If you asked us to start during a statutory cancellation period, we may deduct a fair amount for work already completed. Bespoke work that has already been prepared cannot normally be refunded unless it is faulty or not as agreed.

Subscriptions

Documentation subscriptions have an initial 12-month term. Monthly payments are instalments towards that package rather than a month-to-month service. After the initial term, any rolling renewal can be ended using the notice terms confirmed in your order. Statutory cancellation rights still apply where you are buying as a consumer.

How to request a refund

Email hello@cqcexperts.com with your order reference and what went wrong. We respond within two working days and process approved refunds to the original payment method within 14 days.

Your statutory rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.