Cancellation & Refund Policy

1. Introduction

This Cancellation and Refund Policy explains the arrangements that apply when a customer wishes to cancel a consultancy service, rearrange a meeting or request a refund from SEQUENCE LABEL MANAGEMENT LTD (“we”, “us” or “our”).

Our services relate to record label management consultancy, including operational reviews, release planning, team workflows and resource planning. The service may include a face-to-face consultation followed by written materials delivered electronically.

This policy should be read alongside the relevant service description, Terms and Conditions and Service Delivery Policy.

2. Who this policy applies to

This policy applies to orders for consultancy services placed through our website or agreed directly with us.

Where a customer is an individual acting wholly or mainly outside their trade, business, craft or profession, they may qualify as a consumer under applicable consumer legislation.

Certain statutory cancellation rights, including the 14-day cancellation period for qualifying distance and off-premises service contracts, apply to consumers rather than business customers.

Business-to-business orders are handled according to the agreed contract and applicable law. Nothing in this policy removes any right or remedy that cannot lawfully be excluded.

3. The 14-day cancellation right

Where a consumer enters into a qualifying distance contract or off-premises contract for our consultancy services, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 generally provide a cancellation period of 14 days beginning on the day after the contract is entered into.

During this period, the consumer may cancel the contract without giving a reason, subject to the applicable statutory provisions.

To exercise this right, the consumer must communicate a clear decision to cancel before the cancellation period expires. An email or other clear written statement is sufficient; the consumer does not have to use a particular form.

The 14-day right does not automatically apply to every type of contract or every business customer. Its application depends on the way the contract was entered into and the customer’s legal status.

4. Requesting the service to begin within 14 days

A consumer may ask us to begin providing a service before the end of the statutory cancellation period. Such a request must be express and separate from general acceptance of the website terms.

Where the consumer makes a valid request for early commencement and later cancels during the cancellation period, they may be required to pay an amount proportionate to the service actually supplied up to the time cancellation is communicated.

The calculation will be based on the agreed total service price and the proportion of the contracted service supplied. It will not be an arbitrary cancellation penalty.

If the service has been fully performed during the cancellation period, the consumer may lose the statutory right to cancel only where the required express request and acknowledgement of that consequence were obtained before performance began.

We will not assume that a customer has requested early commencement simply because an order has been submitted or an appointment has been discussed.

5. How to request a cancellation

To cancel a service, please contact us using the email address below. Include enough information for us to identify the relevant order and respond to your request.

• Your full name.
• The email address used for the order.
• Your order reference, if available.
• The consultancy service you wish to cancel.
• A clear statement that you wish to cancel the contract.

You do not need to provide a reason when exercising a statutory cancellation right.

We will acknowledge receipt of your request and explain any relevant next steps. The date on which you send your cancellation communication is important when assessing whether it was made within the applicable cancellation period.

Example cancellation statement

6. Refund arrangements

Where a consumer validly cancels a qualifying distance or off-premises service contract within the statutory cancellation period, we will reimburse payments received in accordance with the applicable legal requirements.

Where the consumer has expressly requested early commencement and some of the service has been supplied, a proportionate amount may be deducted where the statutory conditions for doing so are satisfied.

Where a service has been fully performed during the cancellation period following the required express request and acknowledgement, the statutory cancellation right may no longer apply to that completed service.

Refund processing timeframe

Where a statutory refund is due, we will make the reimbursement without undue delay and within the period required by law. For qualifying service contract cancellations, this will generally be no later than 14 days after we are informed of the consumer’s decision to cancel.

Refunds will normally be made using the original payment method unless another arrangement is agreed with the consumer.

Other refund requests

Outside a statutory cancellation right, refund requests will be considered in light of the agreed service scope, work already completed, the reason for the request and any applicable contractual or statutory rights.

We will not use this policy to exclude remedies that a customer is entitled to under applicable law.

7. Appointment changes and rearrangements

Our consultancy services involve face-to-face meetings arranged individually with each client. A requested change to a confirmed appointment should be sent to us by email as early as possible.

We will consider reasonable requests to rearrange an appointment, subject to availability and agreement on a new date, time and location.

A rearranged appointment does not automatically change the agreed service scope or written deliverables.

If a customer cannot attend, they should contact us promptly. Any effect on the appointment or service will be discussed individually, taking account of the circumstances and applicable cancellation rights.

If we need to rearrange an appointment, we will contact the customer and discuss a suitable alternative. If an appropriate alternative cannot be agreed, we will discuss the available options, including any refund due under the contract or applicable law.

8. Cancellation after the statutory period

Once an applicable statutory cancellation period has expired, a customer may still contact us to request cancellation or a change to the agreed arrangements.

The outcome will depend on the stage of the consultancy engagement and the terms agreed for that service.

Where work has not started, we will consider the request and any reasonable costs or commitments already incurred.

Where the consultation or preparation work has started, we will consider the work already supplied and the remaining obligations under the contract.

Any amount retained or payable will be assessed fairly and consistently with the contract and applicable law. We will not automatically treat every cancellation as forfeiture of the full service price.

9. If we cannot provide the agreed service

If we are unable to provide the agreed consultancy service, we will contact the customer as soon as reasonably practicable.

Depending on the circumstances, we may discuss:

• Arranging an alternative appointment.
• Agreeing a revised delivery arrangement.
• Providing an appropriate alternative where agreed.
• Issuing a refund where required by the contract or applicable law.

If we cannot fulfil the service and no suitable alternative is agreed, any refund due will be handled in accordance with the applicable contractual and statutory requirements.

10. Your statutory rights

Nothing in this policy is intended to limit, exclude or replace any consumer rights or remedies that apply by law.

In particular, where applicable, consumers retain their rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If any part of this policy conflicts with a mandatory legal requirement, the relevant legal requirement will take precedence.

11. Questions and complaints

If you have a question about a cancellation, refund or appointment arrangement, please contact us by email.

Please include your order reference and a brief description of the matter so that we can review it.

We aim to acknowledge complaints within 3 working days and provide a substantive response within 10 working days where reasonably possible. If further investigation is required, we will explain the expected response timeframe.

These response targets do not reduce any statutory refund or cancellation deadlines.