Refunds, deposits, and moving a stay

These rules apply to quoted commissions for passenger-flow walks, board drawings, and hang-and-walks. We do not sell goods by post, subscriptions, or course seats, so those models are not covered.

Eligibility

A full refund of sums paid is available if we have not started drawing and no on-site day has been used, and you cancel in writing more than fourteen days before the first reserved stay. After that, refunds are partial or nil as set out below.

Timeframe to ask

Write to hello@content-workpoint.click within fourteen days of the event you are relying on (cancellation, a stay we failed to attend, or a deliverable you reject as not matching the estimate). We confirm receipt within two working days.

Full refund

Full refund of the deposit and any further fees paid if we cancel and cannot offer new dates within six weeks, or if we fail to attend a confirmed stay without weather or access cause, or if you cancel more than fourteen days before the first stay and we have not begun drawing from your playbooks.

Partial refund

If you cancel between fourteen and five days before the first stay, we refund fees paid minus the deposit (the deposit covers held travel and declined other work). If drawing has begun from materials you sent, we retain a fair portion for hours already spent, itemised in the reply, and refund the rest.

Non-refundable

The deposit becomes non-refundable once we are inside fourteen days of the first stay, or once an on-site day has started, except where we are at fault as above. Print costs you incurred with your own printer are never refunded by us.

How a refund is paid

Refunds go back to the original bank transfer or card route within fourteen working days of agreement. We do not pay cash at the terminal.

Cancellation and rescheduling

You may move a stay once without fee if you give at least fourteen days’ notice and the escort can move. A second move, or a move inside fourteen days, may be charged a date-change fee of £350 plus any wasted travel already bought. Weather and withdrawn airside access are rescheduled without that fee.

No-show

If our team arrives with a confirmed escort slot and the airport cannot provide access, the day is treated as used. If we no-show without cause, that day is not charged and travel you booked for us is discussed in good faith.

Work already started

Pencil walls, draft boards, and walk-time tables begun after you sent playbooks or after a stay are “work already started”. You keep any drafts already shared; we invoice for that portion if a remaining refund is due.

Materials

Paper samples and sample boards we bring remain ours unless the estimate says they stay on your wall. We do not buy your printer paper.

Exceptions

Statutory rights under United Kingdom consumer law remain if you commission as an individual consumer rather than as an airport. Most of our work is with organisations; say in the first note if you are commissioning privately.

Refund requests: hello@content-workpoint.click or 07802716823, 43 East Street, Mark Cross, TN6 7SF, United Kingdom.