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Refund & Cancellation Policy

Last updated: January 2025

At CONSTRAT, we strive to ensure satisfaction for both businesses and consultants. This policy outlines our refund and cancellation terms for bookings made through our platform.

Cancellation Policy

More Than 7 Days Before Booking

100% Refund

Full refund minus payment processing fees (typically 2.9% + £0.30). Refund processed within 5-10 business days to your original payment method.

3-7 Days Before Booking

50% Refund

50% of the booking fee will be refunded. The remaining 50% compensates the consultant for blocked calendar time and preparation work. Refund processed within 5-10 business days.

Less Than 3 Days Before Booking

No Refund

No refund available due to the short notice period. The consultant has already committed time and resources. Exceptions may be made for emergencies (see below).

No-Show or Same-Day Cancellation

No Refund

If you fail to attend a scheduled booking without prior cancellation, no refund will be issued. The full payment will be released to the consultant.

Emergency Cancellations

Exceptional Circumstances

We understand that genuine emergencies occur. Refunds may be considered for cancellations due to:

  • Serious illness or hospitalization (medical certificate required)
  • Death of an immediate family member (documentation required)
  • Natural disasters or severe weather preventing travel
  • Government-mandated lockdowns or restrictions

Process: Contact us immediately at support@constrat.io with supporting documentation. Each case is reviewed individually, and decisions are made within 48 hours.

Consultant-Initiated Cancellations

If a consultant cancels a confirmed booking:

  • Full Refund: You receive a 100% refund, including all fees
  • Priority Rebooking: We'll help you find an alternative consultant with priority matching
  • Compensation Credit: Receive a 10% credit toward your next booking
  • Consultant Penalty: The consultant's profile rating may be affected

Refund Process

How to Request a Refund:

  1. 1
    Log into Your Account

    Go to your dashboard and find the booking

  2. 2
    Click "Cancel Booking"

    Select the cancellation reason from the dropdown menu

  3. 3
    Confirm Cancellation

    Review the refund amount and confirm your cancellation

  4. 4
    Receive Confirmation

    You'll receive an email confirmation with refund details

  5. 5
    Refund Processing

    Refunds are processed within 5-10 business days to your original payment method

Rescheduling Policy

Free Rescheduling: You can reschedule a booking once without penalty if done more than 7 days before the original booking date.

Subject to Availability: Rescheduling is subject to consultant availability. If your preferred date is unavailable, you may cancel for a full refund or choose another date.

Multiple Reschedules: Additional rescheduling requests may incur a £25 administrative fee.

Partial Service Refunds

If you're dissatisfied with the service provided:

  • During the Session: Raise concerns immediately with the consultant to resolve issues
  • Within 24 Hours: Contact support@constrat.io with details of the issue
  • Investigation: We'll review the case, including consultant notes and any evidence
  • Resolution: Partial or full refunds may be issued based on findings

Escrow Protection

Your Payment is Protected

All payments are held in escrow until the service is completed. This means:

  • • Consultants only receive payment after service delivery
  • • You can dispute charges if service quality is unsatisfactory
  • • Automatic refunds if consultants fail to deliver
  • • Secure, encrypted payment processing via Stripe

Dispute Resolution

If you disagree with a refund decision or have a payment dispute:

  1. 1.Contact our support team at disputes@constrat.io within 14 days
  2. 2.Provide all relevant documentation and evidence
  3. 3.Our mediation team will review the case within 5 business days
  4. 4.A final decision will be communicated within 10 business days

For more information, see our Complaints Procedure.

Contact Information

For refund requests, cancellations, or questions about this policy:

Email: support@constrat.io

Phone: +44 20 XXXX XXXX (Mon-Fri, 9am-5pm GMT)

Live Chat: Available on our website during business hours

Related Policies

Terms & ConditionsComplaints ProcedureInsurance & Liability

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