Scope
This policy covers commissions offered by PineWay File Ltd: fulfilment KPI board packs, dock-to-stock reviews, shift handover packs, and related day-rate floor work. It does not cover physical retail goods or software subscriptions, which we do not sell.
Eligibility
Refunds depend on how far the engagement has progressed and whether a site visit or draft production has begun.
Timeframe to request
Contact hello@filepineway.click or +44 115 000 4300 as soon as you need to cancel or reschedule. Deposit refund requests should be made within 14 days of payment if no site visit has occurred and no draft work has been issued.
Full refund
A full refund of fees paid (including deposit) is available when:
- We cancel the engagement for reasons within our control before the site visit, or
- You cancel in writing before we have scheduled a firm visit week and before any draft files are produced.
Partial refund
If you cancel after a site visit has taken place but before final files are delivered, we retain the deposit and charge for completed stages (visit day, draft pack) at the rates in your quote. Any unused balance of prepayments is returned.
Non-refundable items
- Travel and overnight costs already incurred with your approval
- Print proofs or materials ordered at your request after draft approval
- Work already delivered and accepted in writing
Process
Email hello@filepineway.click with your company name, quote reference, and reason for the request. We confirm the calculation within five working days.
Processing time and method
Approved refunds are returned to the original payment method within 14 working days of confirmation. Bank transfer refunds use the account details you supply in writing.
Cancellation and rescheduling
You may reschedule a site visit once without charge if you give at least ten working days’ notice. Shorter notice may forfeit the visit-day portion of the fee if we cannot rebook the consultant. Peak-season slots released with less than ten working days’ notice may retain the deposit.
Deposits
Deposits hold a visit week. They are applied to the final invoice. They are refundable only under the full-refund conditions above.
No-shows
If our consultant arrives for an agreed escorted visit and site access is refused or the host is absent without prior notice, the visit day is chargeable and the deposit is non-refundable for that day.
Work already started
Once draft boards are issued, cancellation follows the partial-refund rules. Revision rounds already used are not reversed.
Exceptions
Statutory rights under UK consumer law remain unaffected where you contract as a consumer. Most clients commission as businesses; commercial terms in your quote take precedence where they are clearer on a specific point.
Contact for refund requests
PineWay File Ltd, Office 9, 72 Placeholder Road, Nottingham ZZ9 9AA. Phone +44 115 000 4300. Email hello@filepineway.click.