Scope
This policy applies to professional engagements offered by CloudLoop Digital Ltd — including Lifecycle Measurement Audits, Churn Signal Diagnostics, Renewal Cohort Reviews, and quarterly measurement retainers. We do not sell physical goods or self-serve software subscriptions through this site.
Eligibility
Refunds depend on how far the engagement has progressed and whether a deposit or full fee has been paid. Informational browsing of this website does not create a purchase.
Booking deposits
For engagements that require a booking deposit, the deposit secures analyst time. If you cancel more than 14 days before the agreed start date, we refund the deposit in full. Cancellations within 14 days of the start date forfeit the deposit unless we cancel or we agree in writing that illness or force majeure applies.
Work not yet started
If you have paid in advance and we have not begun data inventory or analysis, you may cancel for a full refund of fees paid (subject to the deposit rule above where a deposit was taken).
Work already started
Once data inventory, cohort construction, or signal analysis has begun, fees for time already spent are non-refundable. We will invoice only for work completed and cancel remaining unused scope, or continue to an agreed reduced deliverable, at your option.
Partial deliverables
If we deliver an interim pack by agreement and you end the engagement early, charges reflect the stages completed. Materials already purchased on your behalf with prior approval (for example secure transfer tools) are non-refundable.
Quarterly retainers
Retainers are billed per quarter. You may cancel future quarters with 30 days’ written notice before the next quarter begins. The current quarter is non-refundable once started. Unused ad-hoc hours in a quarter do not roll over unless stated in the retainer schedule.
Rescheduling
You may reschedule a kickoff or briefing once without charge if you give at least 5 working days’ notice. Later changes may incur a rescheduling fee of up to 10% of the engagement fee to cover reserved time.
No-shows
If your stakeholders miss a scheduled briefing without notice, we may charge for that session or deduct it from remaining scope.
How to request a refund
Email contact@cloudloop.digital with your organisation name, invoice number, and reason. We respond within 5 working days. Approved refunds are returned by the original payment method within 14 working days of approval.
Exceptions
Statutory rights under UK consumer law remain unaffected where they apply. Business-to-business engagements are governed primarily by the statement of work and these terms.