Fair terms for reserved advice time
Cancellation and refund policy
Effective 15 August 2026
Individual appointments
You may cancel an individual consultation for a full refund by emailing info@codeframebase.digital at least 48 hours before the scheduled start. Cancellations between 24 and 48 hours receive a 50% refund. Within 24 hours, the appointment fee is normally non-refundable because the adviser time has been reserved and document preparation may already have begun.
One rescheduling request made at least 24 hours in advance is free, subject to availability. A second change or a change within 24 hours may be treated as a cancellation. If you do not attend within 15 minutes and have not contacted us, the appointment is a no-show and no refund is due.
Employer reviews and deposits
Employer rota reviews are normally invoiced 50% on instruction. Before substantive review starts, that amount is refundable less any agreed third-party cost. Once work begins, the deposit covers completed document analysis and reserved capacity; any balance not earned is returned. The final 50% becomes payable when annotated material is delivered.
Work already started
Where the engagement is cancelled after review begins, we calculate the completed proportion against the agreed stages. Purchased materials and specifically approved external costs are non-refundable if they cannot reasonably be recovered. Codeframebase does not ordinarily buy physical materials for consultations.
Service not delivered or materially deficient
If we cancel and cannot offer a suitable replacement, all fees for the undelivered work are refunded. If delivered work materially fails the written scope, tell us within 14 days of delivery. We will first offer a reasonable correction without charge; if correction is not possible or appropriate, a full or proportionate refund will reflect the affected work.
Dissatisfaction with a conclusion, or an employer’s or authority’s refusal to accept a position, does not by itself establish deficient service. Advice is based on the supplied evidence and does not guarantee an outcome.
Statutory withdrawal rights
Consumers may have a statutory 14-day right of withdrawal for distance contracts. If you expressly ask us to begin during that period, you may owe a proportionate amount for work performed before withdrawal. If the service is fully performed after your express request and acknowledgement, the right may expire as permitted by German law. Mandatory consumer rights override inconsistent wording here.
Requesting a refund
Email info@codeframebase.digital with your name, invoice number, appointment or project date, and reason for the request. We acknowledge requests within two working days and normally decide them within five working days. Approved refunds are sent within 14 days to the original payment method; bank processing can add time.
Exceptional illness, bereavement or transport disruption will be considered reasonably even when the standard window has passed. This discretion does not reduce statutory rights.