Refunds & Cancellations

1. Scope of this policy

This policy applies to the professional service fee charged by Meetings Registration Solutions Ltd for administrative work we carry out under a scope agreed with you. It does not and cannot apply to money you pay to anyone else: we do not collect, hold or remit funds on behalf of organisers, venues or other third parties, so any refund of such amounts must be pursued with the party you paid.

2. Before anything is chargeable

No fee is payable for making an enquiry, discussing your requirement, or receiving a written scope and quotation. If you decide not to proceed at that stage, simply tell us; there is nothing to cancel and nothing to pay.

3. Cancelling agreed work

To cancel work you have already agreed, email info@meetingsregistrationsolutions.com stating your name or organisation, the agreed scope or invoice reference, and the date from which you wish to cancel. Cancellation takes effect from the time we acknowledge your request in writing.

On receiving a cancellation we will:

• stop chargeable work on the affected scope immediately;
• confirm in writing what had been completed, what was in progress and what had not been started; and
• set out the resulting position on our fee — an adjusted invoice, a refund of an unearned portion, or a statement that no further sum is due.

Consumer cancellation rights

Where you engage us as a consumer rather than in the course of a business, you may have a statutory right to cancel a distance contract within 14 days. If you ask us to begin work within that period, you may be required to pay for the services actually provided up to the point you cancel. We will tell you at the time of agreement if this applies to your engagement, and we do not ask you to waive rights the law gives you.

4. How refund requests are assessed

We assess each request on its facts, in writing, against what was agreed and what was delivered. The main considerations are:

• Work performed. Time and administrative work already properly carried out under the agreed scope is chargeable.
• Work not performed. Where a fee was paid in advance for work we have not carried out and will not carry out, that unearned portion is refunded.
• Service failure. Where we did not deliver what was agreed, or delivered it to a standard falling short of the agreed scope, we will correct the work at no additional charge or refund the affected portion of the fee, as appropriate.
• Billing error. Any amount invoiced in error is corrected and, if already paid, refunded in full.
• Matters outside our control. We cannot refund our fee for correctly performed work because of a decision made by a third party, a change in your own plans, or information supplied to us that later proved inaccurate. We will always look at whether part of the fee can fairly be adjusted.

5. Timescales and method

We aim to acknowledge a refund request within two UK working days and to give a reasoned written decision within ten UK working days. Where we need longer — for example because we must review detailed correspondence — we will explain why and give a revised date.

Approved refunds are made to the original payment method, normally within ten UK working days of the decision. The time taken for funds to appear afterwards depends on your bank or card issuer.

6. If you disagree with our decision

Ask us to review it. Reply to our decision setting out why you disagree and include anything you would like us to reconsider. A second review is carried out by someone who was not responsible for the original decision where practicable, and we will respond in writing.

Using this process does not affect your legal rights, nor any right to raise the matter with your card issuer or payment provider under their own dispute procedures. The detailed payment dispute route is set out on our Payments & Fees page.

7. Cancellation by us

We may cancel or decline an engagement if the instructions fall outside our services, if we cannot obtain the information needed to do the work properly, or if proceeding would require us to misdescribe the nature of our services. Where we cancel for any reason other than your breach of the agreed terms, you pay only for work properly performed up to that point and any balance already paid is refunded.

8. How to contact us

All cancellation and refund correspondence should go to info@meetingsregistrationsolutions.com. Please include your invoice reference so we can locate the engagement quickly.