Cancellation, Transfer & Refund Policy

1. Definitions and Interpretation

In this Policy, unless the context otherwise requires:

References to writing include email unless the applicable Agreement provides otherwise. Headings are for convenience only and do not affect interpretation.

2. Contractual Status and Order of Precedence

2.1This Policy forms part of the contractual framework governing the Services where it is incorporated by reference into the applicable Agreement.

2.2In the event of any inconsistency between this Policy and the applicable Agreement, the following order of precedence shall apply unless expressly agreed otherwise in writing:

1. (a)Order Form, Service Schedule or Performance Schedule;
2. (b)the principal Agreement;
3. (c)this Policy.

2.3Unless otherwise agreed in writing, the version of this Policy in force on the Effective Date of the applicable Agreement shall apply for the duration of that Agreement.

2.4Nothing in this Policy excludes or limits any right, remedy, liability or obligation which cannot lawfully be excluded or limited.

3. Commencement of the Engagement

3.1An engagement may be treated as confirmed when any of the following occurs:

1. (a)the Agreement is signed;
2. (b)an Order Form or proposal is accepted;
3. (c)electronic acceptance is provided;
4. (d)a deposit, first instalment or other payment is made;
5. (e)the Customer provides written authority to proceed; or
6. (f)B2B Growth Hub otherwise accepts the Customer’s instruction to commence.

3.2Upon confirmation, B2B Growth Hub may immediately commence resource allocation, planning, onboarding, preparation and delivery.

4. Resource Allocation and Value Creation

4.1The Customer acknowledges that delivery may commence before the visible or final element of a Service is provided.

4.2Following confirmation, B2B Growth Hub may, among other things:

1. (a)allocate personnel, consultants, specialists or account management resources;
2. (b)undertake onboarding, research, planning or strategy work;
3. (c)create campaigns, content, designs or promotional materials;
4. (d)reserve event space, sponsorship rights, exhibition space or media inventory;
5. (e)activate technology, software, digital access or training;
6. (f)undertake sales, marketing, PR or business-development activity;
7. (g)make introductions or commercial alignment assessments;
8. (h)reserve internal capacity;
9. (i)engage contractors, venues, suppliers or other third parties; and
10. (j)incur internal or external costs.

4.3The Customer acknowledges that some such commitments may be non-cancellable, non-recoverable or commercially difficult to reallocate.

4.4Cancellation shall not, of itself, extinguish the Customer’s liability for Fees or other sums properly due in respect of Services performed, resources committed or obligations accrued prior to cancellation.

5. Customer-Initiated Cancellation

5.1A Customer wishing to cancel an engagement must notify B2B Growth Hub in writing as soon as reasonably practicable.

5.2Cancellation does not automatically entitle the Customer to a refund.

5.3In assessing a cancellation request, B2B Growth Hub may reasonably take into account:

1. (a)the type of Service;
2. (b)the date of cancellation;
3. (c)the scheduled delivery date;
4. (d)the stage of delivery;
5. (e)work already completed;
6. (f)benefits already provided;
7. (g)resources allocated;
8. (h)commercial inventory reserved;
9. (i)third-party commitments;
10. (j)non-recoverable costs;
11. (k)contractual liabilities already incurred; and
12. (l)whether value can reasonably be preserved through transfer, rescheduling, substitution, pause, switch or credit.

6. Service-Specific Cancellation Principles

6.1Date-specific Services may become increasingly non-refundable as the delivery date approaches, reflecting reduced ability to resell capacity.

6.2Reserved commercial inventory, including sponsorships, exhibition space, advertising positions and branding rights, may become non-refundable once allocated or removed from general availability.

6.3Professional, consultancy, growth, sales, marketing and similar Services may be subject to charges reflecting work completed, resources committed and costs incurred.

6.4Digital Services may become non-refundable once access has been activated or content supplied, subject to applicable law.

6.5Memberships and subscriptions shall be governed by this Policy together with any applicable membership or subscription terms.

7. Deposits, Instalments and Outstanding Sums

7.1Payment by instalments is a payment mechanism only and does not necessarily divide the Agreement into separate contracts.

7.2Where the Customer has agreed to a total Contract Value, cancellation shall not automatically limit the Customer’s liability to sums already paid.

7.3Subject to the applicable Agreement, the Customer may remain liable for:

1. (a)outstanding contractual instalments;
2. (b)Services already performed;
3. (c)committed resources;
4. (d)third-party costs;
5. (e)cancellation charges;
6. (f)reserved inventory; and
7. (g)other sums properly accrued.

7.4Any specific cancellation schedule in the applicable Agreement shall prevail over this Clause.

8. Customer Obligations and Dependencies

8.1The Customer acknowledges that many Services require active cooperation.

8.2Customer obligations may include:

1. (a)completing onboarding;
2. (b)providing accurate information and assets;
3. (c)attending meetings and appointments;
4. (d)responding to communications;
5. (e)reviewing and approving materials;
6. (f)responding to opportunities and introductions;
7. (g)undertaking sales follow-up;
8. (h)using agreed systems or CRM tools;
9. (i)providing suitably qualified personnel;
10. (j)complying with confidentiality, data protection and conduct requirements; and
11. (k)completing other agreed actions.

8.3B2B Growth Hub shall not be responsible for delay, reduced performance or failure to achieve an outcome to the extent caused or contributed to by the Customer’s failure to perform its obligations.

8.4Such Customer-caused circumstances shall not ordinarily constitute a Service Delivery Failure.

9. Commercial Outcomes

9.1Unless expressly guaranteed in writing, B2B Growth Hub does not guarantee:

1. (a)sales;
2. (b)contracts;
3. (c)revenue;
4. (d)appointments;
5. (e)pipeline;
6. (f)investment;
7. (g)funding;
8. (h)orders;
9. (i)procurement outcomes;
10. (j)media coverage;
11. (k)awards; or
12. (l)any specific return on investment.

9.2A Service may be commercially focused or performance-driven without being outcome-guaranteed.

9.3A Customer’s dissatisfaction with a commercial outcome shall not, by itself, establish breach, Service Delivery Failure or entitlement to refund.

10. Performance-Driven Services

10.1Performance-driven Services may be structured as:

1. (a)an Activity Commitment;
2. (b)a Performance Target; or
3. (c)a Performance Guarantee.

10.2An Activity Commitment is a commitment to undertake defined activities.

10.3A Performance Target is an objective against which performance may be measured but is not guaranteed unless expressly stated otherwise.

10.4A Performance Guarantee must be expressly identified as such in writing.

10.5Where a Performance Guarantee applies, the applicable Agreement should specify:

1. (a)the guaranteed result;
2. (b)the measurement methodology;
3. (c)the measurement period;
4. (d)qualifying criteria;
5. (e)Customer obligations;
6. (f)exclusions; and
7. (g)the applicable remedy.

10.6No guarantee shall be implied from a forecast, sales discussion, projection, estimate, KPI, proposal, illustration or anticipated outcome.

11. Shared Responsibility for Performance

11.1Performance-driven Services frequently depend upon both parties performing their respective obligations.

11.2Where B2B Growth Hub generates a lead, appointment, opportunity, introduction or pipeline activity, the Customer may remain responsible for follow-up, discovery, proposal, negotiation, closing and fulfilment.

11.3Any assessment of performance may reasonably take into account the extent to which the Customer fulfilled its responsibilities.

12. Performance Review and Recovery

12.1Where performance is below an agreed Performance Target, the parties shall, where reasonably appropriate, review relevant contributing factors.

12.2B2B Growth Hub may propose a Performance Recovery Plan addressing matters such as:

1. (a)targeting;
2. (b)proposition;
3. (c)messaging;
4. (d)pricing;
5. (e)activity levels;
6. (f)sales follow-up;
7. (g)market conditions; and
8. (h)conversion.

12.3Where the applicable target is not guaranteed, B2B Growth Hub shall ordinarily be given a reasonable opportunity to implement corrective or recovery measures before cancellation is pursued solely on performance grounds.

13. Performance Fees and Post-Termination Attribution

13.1Cancellation or termination shall not automatically extinguish any properly accrued commission, success fee or performance fee.

13.2Where the applicable Agreement provides for post-termination attribution, B2B Growth Hub may remain entitled to a fee in respect of an opportunity introduced or materially developed during the Term which subsequently converts within the agreed attribution period.

13.3Any such entitlement should be governed by the applicable Agreement, including the qualifying event, attribution period, revenue definition, commission rate and payment trigger.

14. Service Delivery Failure

14.1A Service Delivery Failure occurs where, due to B2B Growth Hub’s material default, B2B Growth Hub materially fails to provide a material element of the contracted Services.

14.2Examples may include:

1. (a)failure to complete agreed onboarding or activation within a reasonable period;
2. (b)sustained inability to access a material element of the contracted Service;
3. (c)material non-provision of an agreed Service; or
4. (d)absence of meaningful Service Access during the applicable Service period, where such access formed a material contractual obligation.

14.3A Service Delivery Failure shall not include failure or delay arising wholly or partly from:

1. (a)Customer non-cooperation;
2. (b)Customer delay;
3. (c)Customer failure to provide information or approvals;
4. (d)Customer non-attendance;
5. (e)Customer breach;
6. (f)misrepresentation or misconduct;
7. (g)Force Majeure; or
8. (h)circumstances outside B2B Growth Hub’s reasonable control.

15. Notice and Right to Remedy

15.1Before seeking a refund arising from an alleged Service Delivery Failure, the Customer must notify B2B Growth Hub in writing and provide reasonable details of the alleged failure.

15.2B2B Growth Hub shall be given a reasonable opportunity to investigate and remedy the alleged failure.

15.3Appropriate remedial steps may include:

1. (a)re-performance;
2. (b)correction;
3. (c)replacement delivery;
4. (d)extension of the Service period;
5. (e)rescheduling;
6. (f)alternative value; or
7. (g)service credit.

15.4Where the Service Delivery Failure is remedied within a reasonable period, no refund shall ordinarily be due in respect of that failure.

16. Remedies for Unremedied Service Delivery Failure

16.1Where a material Service Delivery Failure is confirmed and remains unremedied after B2B Growth Hub has been given a reasonable opportunity to remedy it, B2B Growth Hub shall provide an appropriate and proportionate remedy.

16.2Depending upon the circumstances, the remedy may include:

1. (a)replacement delivery;
2. (b)extended delivery;
3. (c)alternative Services;
4. (d)service credit;
5. (e)a proportionate refund; or
6. (f)where appropriate, a full refund of the affected Fee.

16.3Any remedy may reasonably take into account:

1. (a)the nature and seriousness of the failure;
2. (b)the duration of the failure;
3. (c)the extent of the affected Service;
4. (d)value already delivered;
5. (e)benefits already received;
6. (f)Customer participation;
7. (g)properly incurred costs; and
8. (h)the proportion of the Service remaining undelivered.

17. Value Already Delivered

17.1In calculating any refund or credit, B2B Growth Hub may take into account the reasonable value of Services already provided and commitments already made.

17.2This may include, without limitation:

1. (a)onboarding;
2. (b)strategy;
3. (c)consultancy;
4. (d)account management;
5. (e)research;
6. (f)campaign development;
7. (g)creative work;
8. (h)content;
9. (i)design;
10. (j)marketing;
11. (k)PR;
12. (l)appointments;
13. (m)introductions;
14. (n)advertising;
15. (o)event inventory;
16. (p)media inventory;
17. (q)training;
18. (r)technology;
19. (s)licences;
20. (t)production; and
21. (u)third-party costs.

17.3Where appropriate, B2B Growth Hub may provide a reasonable Value Delivered Summary.

17.4Where any of the Services or associated products provided under an Agreement are also offered by B2B Growth Hub, or in the wider market, at published or clearly identifiable commercial rates, the reasonable value of what the Customer has accessed, received or been given the opportunity to utilise during the Term may be reflected in the Value Delivered Summary and taken into account when a refund is calculated. The intent of this approach is to keep the process fair for everyone: the value the Customer has already received under the engagement is recognised transparently, and any remaining balance is handled on that same open basis.

17.5For clarity, and as also set out in Clause 25.3, a Customer choosing not to engage with the opportunities that have been made available, or a hoped-for commercial outcome not materialising, is not by itself a basis for a refund of the Fee, because the value of what has been prepared, delivered or made available under the Agreement remains real regardless of whether the Customer chose to utilise it. Where the Customer has fallen behind on engagement and would like to catch up, B2B Growth Hub will normally seek to help the Customer preserve that value through the routes described in Clause 18.

18. Transfers, Rescheduling, Substitution, Pause and Credits

18.1At its reasonable discretion, B2B Growth Hub may permit the Customer to preserve unused value through:

1. (a)transfer;
2. (b)rescheduling;
3. (c)substitution;
4. (d)temporary pause;
5. (e)switch to another Service; or
6. (f)service credit.

18.2Unless otherwise agreed:

1. (a)any transfer shall be subject to availability;
2. (b)additional charges may apply where the replacement Service is of greater value;
3. (c)no cash refund shall automatically arise where the replacement Service is of lower value;
4. (d)credits shall ordinarily expire after 12 months;
5. (e)credits are non-transferable unless agreed; and
6. (f)committed or delivered value may be deducted before calculating any transferable amount.

19. Event Cancellation by B2B Growth Hub

19.1Where B2B Growth Hub cancels an event for reasons within its reasonable control, it shall provide a fair and proportionate remedy.

19.2Such remedy may include:

1. (a)rescheduling;
2. (b)transfer;
3. (c)equivalent commercial placement;
4. (d)replacement activity;
5. (e)service credit; or
6. (f)refund of the affected undelivered element.

19.3Where a package comprises multiple elements, any refund may be limited to the reasonable value of the undelivered element.

20. Event Postponement

20.1Postponement shall not automatically constitute cancellation.

20.2Where an event is postponed, the booking shall ordinarily transfer to the rescheduled date.

20.3Where the Customer cannot reasonably participate on the revised date, B2B Growth Hub may consider transfer, substitution, alternative placement, service credit or another reasonable solution.

21. Force Majeure

21.1Neither party shall be liable for failure or delay in performing its obligations to the extent caused by an event beyond its reasonable control.

21.2Such events may include natural disaster, severe weather, fire, flood, pandemic, epidemic, war, terrorism, civil unrest, industrial action, government restriction, venue closure, infrastructure failure, utility failure, telecommunications failure, transportation disruption or material supplier failure.

21.3Where Force Majeure affects delivery, B2B Growth Hub may seek to preserve value through rescheduling, transfer, alternative delivery or service credit.

21.4Where performance becomes impossible for a prolonged period, the parties shall seek a reasonable commercial resolution taking into account Services delivered, commitments made and applicable law.

22. Memberships and Subscriptions

22.1Membership or subscription benefits may commence immediately following confirmation.

22.2Cancellation shall ordinarily prevent future renewal but shall not retrospectively cancel Services already provided during the current paid period.

22.3Where an annual commitment applies, early cancellation shall not automatically extinguish the Customer’s liability for that annual commitment.

22.4Mandatory statutory rights shall apply where relevant.

23. Digital Services

23.1Digital content, software, online training or platform access may be supplied immediately following purchase.

23.2Where the Customer contracts as a consumer and statutory rights apply, B2B Growth Hub shall comply with applicable requirements relating to immediate supply, consent and cancellation rights.

24. Consumer Rights

24.1B2B Growth Hub’s Services are principally intended for business customers.

24.2Where a Customer contracts as a consumer, additional statutory rights may apply.

24.3Nothing in this Policy excludes or restricts any statutory consumer right or remedy which cannot lawfully be excluded or restricted.

25. Fees and Non-Refundability

25.1Subject to Clause 25.2, Fees paid or payable under an Agreement are non-refundable once the engagement has been confirmed and B2B Growth Hub has commenced delivery, resource allocation or other contractual performance.

25.2A refund may be due where:

1. (a)required by applicable law;
2. (b)expressly provided for in the Agreement;
3. (c)expressly provided for under an applicable Performance Guarantee; or
4. (d)due under Clause 14 following a confirmed and unremedied Service Delivery Failure.

25.3For the avoidance of doubt, no refund shall ordinarily be due solely because:

1. (a)the Customer changes its mind, budget, priorities, strategy or internal circumstances;
2. (b)the Customer no longer wishes to continue;
3. (c)the Customer fails to use or fully utilise the Services;
4. (d)the Customer does not engage with opportunities made available;
5. (e)an introduction, lead, appointment or opportunity does not convert;
6. (f)a Performance Target is not achieved;
7. (g)expected revenue, contracts, sales or commercial results do not arise; or
8. (h)third-party decisions or market conditions affect the outcome.

26. Refunds and VAT

26.1Any refund shall be calculated in accordance with:

1. (a)the applicable Agreement;
2. (b)this Policy;
3. (c)applicable law;
4. (d)Services already delivered; and
5. (e)the affected undelivered element.

26.2Where only part of a Service has been affected, B2B Growth Hub may provide a proportionate refund rather than a refund of all Fees paid.

26.3Approved refunds shall ordinarily be returned using the original payment method unless otherwise agreed or legally required.

26.4Any VAT adjustment shall be dealt with by appropriate credit note or other adjustment in accordance with applicable VAT rules.

27. Request Procedure

27.1Requests for cancellation, transfer, credit or refund must be submitted in writing to:

27.2The Customer should provide:

1. (a)full name;
2. (b)company name;
3. (c)contact details;
4. (d)booking or Agreement reference;
5. (e)invoice or Order ID;
6. (f)relevant Service;
7. (g)nature and reason for the request;
8. (h)supporting information; and
9. (i)preferred resolution.

27.3B2B Growth Hub aims to acknowledge requests within 2 business days and provide a substantive response within 10 business days where reasonably practicable.

27.4Where a refund is approved, B2B Growth Hub aims to process it within 14 business days, subject to any shorter statutory period that applies.

28. Internal Review

28.1Where a Customer disputes an initial decision under this Policy, the Customer may request an internal review.

28.2Where reasonably practicable, the review shall be undertaken by an appropriately senior person who was not responsible for the original decision.

28.3The parties shall use reasonable endeavours to resolve disputes in good faith before commencing formal proceedings.

29. Governing Law and Jurisdiction

29.1Unless otherwise agreed in writing, this Policy shall be governed by the laws of England and Wales.

29.2Any dispute shall be subject to the jurisdiction provisions contained in the applicable Agreement.

30. General Principle

30.1The purpose of this Policy is to provide a fair and commercially balanced framework for cancellation, transfer, credit and refund matters.

30.2The Customer acknowledges that B2B Growth Hub may commit resources, capacity, personnel, inventory and costs from the commencement of an engagement.

30.3B2B Growth Hub shall, where reasonably possible, seek to preserve value before cancellation and refund are considered.

30.4Where a genuine material Service Delivery Failure occurs and cannot reasonably be remedied, B2B Growth Hub shall provide an appropriate remedy in accordance with this Policy and applicable law.

31. Contact Details

Company Registration Number: 13818816 · Registered in England & Wales.

This Policy should be read together with the applicable Agreement, Order Form, Service Schedule, Performance Schedule and B2B Growth Hub Terms & Conditions.