Refunds and cancellation
This page applies to professional work we quote: route performance reviews, fortnightly notes, comparisons, missed-window inquiries, winter timetable checks, and extra yard days. We do not sell goods, software licences, or delivered parcels, so those models are not covered here.
Eligibility
A refund is due when we cancel, when we cannot attend a yard day we held and cannot offer a new date you can use, or when you cancel within the windows below. A change of mind after the briefing pack has been delivered is not a full-refund event.
Timeframes
Cancel ten or more working days before the first booked yard day: we refund the deposit in full, less any rail or ferry tickets already bought in your name that the carrier will not refund. Cancel between nine and three working days: we retain half the deposit for held travel and desk preparation. Cancel inside two working days, or fail to provide induction access on the morning: the deposit is not refundable.
Full and partial refunds
If we have not yet opened your sheets, a full refund of sums received is the default when we cancel. If desk work has started — charts drafted, sheets transcribed — we invoice for time at a reasonable share of the quote and refund the rest. A completed briefing is not refundable except for a material error in the pack that we cannot correct.
Fortnightly notes
Pause with five working days’ notice before the Wednesday sheet drop: that fortnight is not charged. A note already drawn is payable. There is no ‘unused months’ balance because we do not sell a year up front on this site.
Non-refundable items
Carrier tickets bought for a named visit after you confirmed dates, where the carrier refuses a refund. Extra yard days already worked. Printed packs already left on the yard.
Process
Write to hello@content-routehub.click with the quote reference and the dates. We confirm the calculation within five working days. Refunds go to the account that paid, within fourteen working days of that confirmation. We do not refund in cash at the depot.
Rescheduling
One free move of yard dates is allowed if you give ten working days’ notice and we can travel. Later moves are treated as a cancellation of the original dates plus a new deposit if travel must be bought again.
No-shows and work already started
If the yard cannot receive us on a held morning without a safety reason, the deposit is kept and we may complete a desk-only pack from the sheets, or stop. If we have already ridden one round, that day is an extra yard day even if the second day is cancelled.
Deposits
A third of the agreed fee holds dates. It is credited to the final invoice if the work completes. It is not a separate product.
Exceptions
Weather that closes the yard, a death on the site, or a legal order stopping work: we reschedule without treating it as a short-notice cancel. We still charge for a pack already drawn from sheets you sent.
Who to contact
hello@content-routehub.click · 07757897262 · 7 Brynglas Road, Glenmore, PA20 7RP, United Kingdom