Refund Policy

Effective date: 9th March 2026

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This Refund Policy outlines the circumstances in which refunds may or may not be provided by Novus People Advisory Ltd (“Novus”, “we”, “our” or “us”) in relation to HR consultancy services.

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By engaging the services of Novus People Advisory Ltd, clients agree to the terms set out in this policy.

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Nature of consultancy services

Novus People Advisory Ltd provides professional HR advisory and consultancy services. These services involve the provision of professional expertise, guidance, and time-based consultancy rather than the sale of physical products.

As such, once consultancy services have been delivered or work has commenced, fees are generally non-refundable.

 

Single consultancy services

Where a client purchases a one-off consultancy service, project work, or advisory session:

payment secures the allocated time and expertise of Novus People Advisory Ltd
once the service has been delivered or the work has commenced, the fee is non-refundable

If a client cancels a booked session or service before work has begun, Novus People Advisory Ltd may, at its discretion, offer either:

• rescheduling of the session, or

• a partial refund where reasonable

 

Retainer services

For clients engaged under an ongoing HR retainer arrangement:

• retainer fees are billed in advance for the agreed service period

• retainer payments are generally non-refundable once the service period has begun

If a retainer agreement is terminated in accordance with the agreed notice period, services will continue until the end of the notice period for which payment has been made.

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Unused retainer support time does not automatically entitle the client to a refund.

 

Project-based work

Where Novus People Advisory Ltd is engaged for specific HR projects, investigations, policy development or consultancy work:

• fees reflect professional time, expertise and preparation

• payments made for completed work or work already undertaken are non-refundable

If a project is cancelled by the client after work has begun, Novus People Advisory Ltd reserves the right to invoice for work completed up to the date of cancellation.

 

Exceptional circumstances

Refunds may be considered in limited circumstances at the discretion of Novus People Advisory Ltd, such as:

• where a service cannot be delivered due to circumstances within our control

• where a clear administrative or billing error has occurred

Any refund decision will be assessed on a case-by-case basis.

 

Failure to attend scheduled sessions

Where clients fail to attend scheduled meetings, consultations or advisory sessions without reasonable notice, the session may be treated as delivered and the fee will not normally be refundable.

Rescheduling may be offered where sufficient notice is provided.

 

Payment disputes

If a client believes that an invoice has been issued incorrectly or that a refund should be considered, they should contact Novus People Advisory Ltd as soon as possible.

We aim to review any concerns promptly and resolve matters in a fair and professional manner.

 

Contact

For questions regarding this Refund Policy or to request a review of a payment, please contact:

Novus People Advisory Ltd
Email: hello@novuspeopleadvisory.co.uk