Customer Refund Policy

Customer Refund Policy
 
Last updated: 20 September 2026
 
At Calon Compass, we want our refund and cancellation arrangements to be clear and fair.
 
This policy explains how refunds are handled for our digital products, one-off services and ongoing Life Admin support.
 
Nothing in this policy affects your statutory consumer rights.
 
1. Digital Products
 
Calon Compass sells digital products such as downloadable templates, workbooks, spreadsheets, checklists and guides.
 
Where you choose to receive digital content immediately, you may be asked before downloading or accessing it to:

• expressly agree that supply of the digital content can begin immediately; and

• acknowledge that you will lose your statutory 14-day right to cancel once supply begins, where the applicable legal requirements have been met.
   

If the required agreement and acknowledgement have not been obtained, your statutory cancellation rights are not removed simply because the product is digital.
 
If a digital product is faulty, not as described or does not meet the standards required by consumer law, please contact us. Your statutory rights may include an appropriate repair, replacement, price reduction or refund depending on the circumstances.
 
2. One-Off Services
 
One-off Calon Compass services include services such as:

• Family Life Audit;

• Family Life Review;

• Calon Compass Reset; and

• Life Admin Setup.
   

If you purchase a qualifying service online, you will normally have a statutory 14-day cancellation period beginning when the contract is entered into.
 
If you cancel within that period before the service has begun, you will normally be entitled to a refund in accordance with your statutory rights.
 
3. Starting a Service During the 14-Day Cancellation Period
 
You may sometimes want Calon Compass to begin providing a service before the statutory 14-day cancellation period has ended.
 
Where required, we will ask you to expressly request that the service begins during this period.
 
If you make that request and then exercise your statutory right to cancel after work has begun, you may be required to pay a proportionate amount for the service properly supplied before you told us you wished to cancel.
 
Where a service has been fully performed during the cancellation period, your statutory cancellation right may end where all applicable legal requirements have been satisfied.
 
4. Cancelling or Rearranging Appointments
 
We understand that circumstances change.
 
If you need to cancel or rearrange an appointment or session, please contact us as soon as reasonably possible.
 
Where possible, we will try to rearrange the appointment rather than cancel the service completely.
 
Any specific cancellation condition that could result in a charge or loss of a session will be made clear before it applies.
 
Nothing in this section affects your statutory cancellation rights.
 
5. Ongoing Life Admin Support
 
Essential, Regular and Complete are monthly rolling Life Admin support arrangements.
You may cancel your subscription so that it does not renew for another monthly support period.
 
Unless a statutory cancellation right or another legal right applies, cancelling future renewal will normally mean that your support continues until the end of the monthly support period you have already paid for.
 
You will not be charged for a further monthly support period once your cancellation has taken effect.
 
Unused support time does not normally result in a partial refund simply because it has not been used during the paid support period.
 
This does not affect your rights where Calon Compass has failed to provide a service as required by law.
 
6. If Calon Compass Cannot Provide Your Service
 
If Calon Compass has to cancel a service and we cannot reasonably rearrange it, we will deal fairly with any payment you have already made for support that has not been provided.
 
Depending on the circumstances, this may include rearranging the service, carrying forward appropriate paid support or providing a full or partial refund.
 
We will not retain payment for services that have not been provided where doing so would be unfair or contrary to your statutory rights.
 
7. Problems With a Service
 
Calon Compass will provide services with the reasonable care and skill required by law.
If you believe there is a problem with a service you have received, please contact us so that we can look into it.
 
Where consumer law gives you a right to repeat performance, a price reduction, refund or another remedy, this policy does not restrict that right.
 
8. How to Request a Cancellation or Refund
 
Please contact:
Email: hello@caloncompass.com
or write to:
Calon Compass
15 Neptune Court
Vanguard Way
Cardiff
CF24 5PJ
United Kingdom
 
Please include enough information for us to identify your purchase or service and explain what you would like us to do.
 
Where you are exercising a statutory cancellation right, you may use the Model Cancellation Form contained in our Terms & Conditions, but you do not have to use that form. A clear statement that you wish to cancel is sufficient.
 
9. Refund Payments
 
Where a refund is due, it will be made in accordance with applicable consumer law.
Where reasonably possible, refunds will normally be returned using the same payment method used for the original transaction unless another method is agreed where permitted.
 
We will not charge an administration fee simply for processing a refund that you are legally entitled to receive.
 
10. Your Statutory Rights
 
Nothing in this Refund Policy or our Terms & Conditions excludes or limits rights that cannot lawfully be excluded or limited.
 
For further information about your purchase, cancellation rights and the terms applying to Calon Compass services, please see our Terms & Conditions.
 
11. Contact Us
 
If you have questions about this Refund Policy, please contact:
Deborah Larden-Feathers
Trading as Calon Compass
15 Neptune Court
Vanguard Way
Cardiff
CF24 5PJ
United Kingdom
Email: hello@caloncompass.com