What this covers
This policy applies to the fixed fee charged for a first consultation booked through this website. Fees under a signed engagement letter are governed by that letter, which prevails over anything stated here.
Set off against an engagement
If you engage the firm on the same matter within thirty days of the consultation, the consultation fee is credited in full against the first invoice raised under the engagement letter.
When a fee is refunded in full
- We cancel or are unable to hold the consultation at the appointed time and no alternative time is agreed
- A conflict of interest is identified and we are therefore unable to advise you
- You cancel at least twenty four hours before the appointment
- The fee was charged in error or was charged more than once
When a fee is not refunded
- The consultation was held as arranged, whatever view was taken of the matter
- You did not attend and did not give notice
- You cancelled less than twenty four hours before the appointment, subject to the discretion below
A fee is not refundable because the advice was not the answer you hoped for. Where we conclude that a claim should not be pursued, that conclusion is the professional service you paid for.
Discretion in genuine cases
Medical emergencies, bereavement, and comparable circumstances are treated on their merits. Write to us and the fee will ordinarily be refunded or the appointment rescheduled at no additional charge.
How a refund is made
Approved refunds are processed within seven working days to the original payment method. Your bank or card issuer may take a further five to ten working days to credit the amount. Any transaction charge levied by the payment gateway is borne by the firm.
To request a refund, write to consult@novalex.example quoting the booking reference and the reason. We reply within three working days.