Legal
Refunds & cancellations
This policy covers fees for Marlowe consultations — mortgage advice, remortgage reviews, budget sessions, buy-to-let guidance, and protection reviews. It does not cover lender, valuation, or solicitor charges paid to other firms.
Eligibility
Refunds apply to fees paid directly to Marlowe Budget & Mortgage Advice for appointments that have not been fully delivered, subject to the conditions below. Informational prices on the website are not invoices until confirmed in writing.
Timeframe to request
Contact us within 14 days of the payment or the appointment date, whichever is later, to request a refund or credit. Requests after that window are considered only in exceptional circumstances.
Full refunds
You receive a full refund of fees paid to us if we cancel an appointment and cannot offer a suitable alternative within a reasonable time, or if you cancel more than 48 hours before a weekday appointment (or more than 72 hours before a weekend slot) and no substantive preparatory work has been completed beyond routine scheduling.
Partial refunds
If you cancel inside the notice window, or after we have reviewed documents and prepared a draft affordability note, we may retain a portion of the fee reflecting work already done — typically 30–50% — and refund the balance. If the appointment has started and is then cut short by you, the fee is generally non-refundable.
Non-refundable items
- Fees for appointments that took place as booked
- Deposits on weekend slots forfeited after same-day cancellation or no-show
- Third-party costs (lender product fees, valuations, solicitor invoices)
- Time spent after you instructed us to submit a mortgage application, once submission work has begun
Deposits
Weekend or peak slots may require a deposit to hold the diary. The deposit is credited toward the consultation fee. It is refundable if you cancel within the notice periods above; otherwise it may be retained.
Rescheduling
You may reschedule once without charge if you give at least 48 hours’ notice (72 hours for weekend appointments). Further reschedules may incur an administration fee of £40.
No-shows
If you miss an appointment without notice, the consultation fee or deposit is payable in full. We will offer one courtesy rebook at our discretion.
Work already started
Once document review and preparation for your meeting have begun, cancellation rights shift to the partial-refund rules. If we have already submitted a case to a lender on your instruction, fees for that submission stage are non-refundable even if the lender later declines.
Purchased materials
We do not sell physical product kits. Any printed summaries included in your fee are part of the advice service and are not separately refundable once issued.
Refund process & method
Email hello@query-metrics.digital with your name, appointment date, and reason. Approved refunds are returned to the original payment method within 10 working days of approval. Bank transfer details may be requested if the original method is unavailable.
Processing time
We aim to confirm refund decisions within five working days of receiving a complete request.
Exceptions
Statutory rights under UK consumer law remain unaffected. If illness or bereavement prevents attendance, contact us as soon as practicable — we will usually offer a free reschedule rather than forfeit fees.
Contact for refund requests
123 Huels Locks, St. Bauch, Scotland, United Kingdom · +44-5-126-2352 · hello@query-metrics.digital