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Refund Policy

A legal disclaimer

Last updated: 18 September 2026

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This Refund & Cancellation Policy applies to services purchased from Lindie Oben trading as Project Help Desk, a sole trader.

It should be read alongside our Terms & Conditions, Booking Policy and any plan-specific terms shown at checkout.

Project Help Desk provides services to businesses and professionals purchasing for business purposes.

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1. Free Discovery Calls

Discovery Calls are provided free of charge, so no refund is applicable.

If you need to cancel or reschedule, please give at least 24 hours’ notice where possible.

2. Project Setup and Project Rescue Review

Project Setup and Project Rescue Review are fixed-price services that involve preparation, review and tailored project-management work.

Before work begins

If you cancel before Project Help Desk has started substantive work on your service, you will normally receive a full refund.

Once work has started

Once we have begun reviewing your Project Brief, project documents, preparing for your session or producing your deliverables, you may still request cancellation.

Any refund will be calculated fairly based on:

  • work already completed;

  • calls or sessions already provided;

  • preparation already undertaken; and

  • any reasonable costs already incurred in providing the service.

The remaining unused portion of your payment will be refunded where applicable.

Once the service is complete

Once the agreed work and deliverables have been completed, refunds are not normally available simply because you:

  • change your mind;

  • decide not to use the deliverables;

  • change or cancel the underlying project; or

  • no longer require project support.

If you believe Project Help Desk has not provided the service agreed, please contact us so that we can review the issue and, where appropriate, correct the work or agree another suitable remedy.

3. Project Ready Date and client delays

Delivery times for Project Setup and Project Rescue Review begin only once your project reaches Project Ready status.

This means:

  • payment has been received;

  • the required Project Brief has been completed;

  • all requested documents and information have been provided; and

  • the required initial call has taken place.

A delay caused by missing client information, documents, approvals or availability does not automatically entitle the client to a refund.

If information is required from you during delivery, the delivery timeframe may be paused until it is received.

If you choose not to continue after work has begun, any refund will reflect the work already completed.

4. Ongoing Project Support

Ongoing Project Support currently provides 5 sessions during the one-month plan period, subject to the plan terms shown at checkout.

Cancelling before support begins

If you cancel before any session has taken place and before Project Help Desk has carried out substantive support work, you will normally receive a full refund.

Cancelling after support has begun

If one or more sessions have already been used, any approved refund will relate only to the unused portion of the plan.

Used sessions, missed sessions treated as used under our Booking Policy, and support already provided will not be refunded.

For a £295 five-session plan, the current package value is £59 per session for the purpose of calculating the unused session balance.

For example:

  • 1 session used → maximum unused-session balance: £236

  • 2 sessions used → maximum unused-session balance: £177

  • 3 sessions used → maximum unused-session balance: £118

  • 4 sessions used → maximum unused-session balance: £59

Any other substantive work already completed as part of the plan may also be taken into account when calculating the final refund.

Unused sessions normally expire at the end of the active plan period and do not automatically roll over.

5. Ongoing Support add-ons

Project Setup or Project Rescue Review may sometimes be purchased as discounted add-ons to Ongoing Project Support.

Where an add-on is purchased:

  • Project Setup add-on: £150

  • Project Rescue Review add-on: £200

If the add-on is cancelled before substantive work begins, it will normally be refunded in full.

Once work on the add-on has started, any refund will be reduced fairly to reflect work already completed.

Where the Ongoing Support period is scheduled to begin after completion of an add-on, cancelling the add-on does not automatically cancel the Ongoing Support plan unless you also request cancellation of that plan.

6. Appointment cancellations and no-shows

Booked appointments can be cancelled or rescheduled with at least 24 hours’ notice.

Where less than 24 hours’ notice is given:

  • a paid appointment may be treated as used;

  • an Ongoing Support session may be deducted from the client's allowance; and

  • no refund may be provided for that session.

If you do not attend a booked appointment without notice, the session may also be treated as used.

If Project Help Desk needs to cancel or reschedule a session, we will offer you an alternative appointment at no extra cost.

If we cannot reasonably provide a replacement, we will refund the affected paid session where appropriate.

7. Projects we cannot accept

Project Help Desk does not accept certain projects, including work connected with:

  • local authorities or councils;

  • government or public-sector bodies;

  • publicly funded or government-funded programmes;

  • construction;

  • housing improvement or retrofit programmes;

  • engineering or installation works; and

  • related excluded sectors described in our Terms & Conditions.

If we identify that a project falls within an excluded category before work begins, we will cancel the service and refund the relevant payment.

If the connection was not disclosed and is discovered after work has started, any refund will be reduced to reflect work already completed.

8. Changes to the underlying project

Project Help Desk is not responsible for decisions by the client or third parties to:

  • postpone a project;

  • cancel a project;

  • change its scope;

  • change deadlines;

  • change personnel; or

  • stop implementing the project.

These circumstances do not automatically create a right to a full refund for Project Help Desk work already undertaken.

We will, however, consider whether any unused part of the purchased service can reasonably be cancelled or refunded.

9. When Project Help Desk ends the service

If Project Help Desk has to end an engagement for reasons not caused by the client, we will refund any payment relating to work we will no longer provide.

Where we end an engagement because of:

  • non-payment;

  • abusive or inappropriate behaviour;

  • repeated failure to provide required information;

  • an undisclosed conflict of interest;

  • an excluded project;

  • a request for unlawful or unethical work; or

  • another material breach of our Terms,

you will remain responsible for the reasonable value of work already completed.

Any unused balance will be considered in accordance with this Policy.

10. How to request a refund

To request cancellation or a refund, email:

hello@projecthelpdesk.co.uk

Please include:

  • your name;

  • business name;

  • service purchased;

  • booking/order details; and

  • a brief explanation of your request.

We will review the request against the work already completed and confirm the outcome in writing.

Approved refunds will normally be issued back to the original payment method. We aim to process approved refunds within 10 Working Days, although your bank or payment provider may take additional time to show the payment.

11. Statutory rights

Nothing in this Policy excludes or limits any legal rights that cannot lawfully be excluded.

Project Help Desk's services are intended for business customers. If a customer is legally entitled to consumer rights despite that intended use, applicable statutory rights will continue to apply.

UK guidance warns in the consumer context against disproportionate cancellation charges or automatically keeping all upfront payments, which is another reason I’d use this “pay for what has genuinely been done; refund what has not” structure rather than a blanket no-refunds clause.

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