Refund Policy

Refund Policy

Effective date: 01/04/2026
Last updated: 01/04/2026

At CMS Clarity, we aim to provide a fair and transparent service. This Refund Policy explains when you may cancel, whether a refund may be available, and how refunds are handled.

This policy does not affect any rights you may have under UK consumer law. Under UK rules, online customers often have a 14-day cancellation right, but different rules apply to services that begin within that period and to digital content supplied immediately.

1. Our services

CMS Clarity provides:

• personalised digital reports based on the information you submit; and

• optional paid video consultations.

Because our reports are prepared specifically for you and delivered digitally, refund and cancellation rights may be different from those applying to physical products. UK law treats digital content and services differently in some cases.

2. Cancelling before work starts

If you purchase a report or consultation and then change your mind before we begin work on your order, you may request a cancellation and a full refund within 14 days of purchase, unless an exception applies under UK law. Distance contracts generally carry a 14-day cancellation period.

3. Reports and digital content

When you buy a CMS Clarity report, you agree that we can begin work and/or supply the report before the 14-day cancellation period ends.

If you submit the questionaire it is assumed that you give that express consent and acknowledge that your cancellation right will be lost once digital delivery begins, your right to cancel may end once the report or digital content starts being supplied. That is how the Consumer Contracts Regulations deal with digital content not supplied on a tangible medium.

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4. Services started within 14 days

If you ask us to begin providing a service within the 14-day cancellation period, such as reviewing your questionnaire, preparing your personalised report, or arranging work connected with your order, and you later cancel before the service is fully completed, we may keep an amount that reflects the work already carried out, where the law allows. If the service has been fully performed after you requested early performance, the right to cancel can be lost.

5. Video consultations

If you cancel a video consultation with at least 24 hours’ notice, we may, at our discretion, offer:

• a full refund; or

• one rescheduled appointment.

If you cancel with less than 24 hours’ notice, or do not attend the consultation, we may treat the fee as non-refundable except where required by law.

If we need to cancel or rearrange your consultation and cannot offer a suitable alternative, we will provide a full refund for that consultation. This timing rule is a business policy choice, so you should set the notice period that best fits how you operate. Your statutory rights still apply.

6. Faults with the service or report

If your report is not delivered, is materially incomplete, or there is a fault with the digital content or service provided, please contact us as soon as possible.

Under UK consumer law, digital content must be as described, fit for purpose, and of satisfactory quality. Where digital content is faulty, the usual starting point is repair or replacement, and if that is not possible or does not resolve the issue, you may be entitled to a price reduction or refund depending on the circumstances.

7. How to request a refund

To request a cancellation or refund, please contact us at:

Email: [insert email]
Name: [insert business name]
Order details: Please include your full name, email address used for purchase, order date, and reason for the request.

We aim to review refund requests within [5–10] working days.

8. How refunds are paid

Where a refund is approved, it will usually be made using the original payment method unless we agree otherwise.

9. Chargebacks and disputes

If you believe there has been an error, please contact us first so we can try to resolve the issue promptly and fairly.

10. Your statutory rights

Nothing in this Refund Policy removes or limits your statutory rights under applicable UK consumer law. Consumer rights relating to cancellation, faulty digital content, and services continue to apply where relevant.

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