Cancellation & Refunds Clear terms for changing your plans

1. Overview

This policy applies to music event planning consultation services supplied by DIOGENES MUSIC LTD, company number 06149311.

Our services may include written event planning outlines, programme and schedule recommendations, technical planning considerations, staffing and resource planning, complete planning documents and reviews of existing planning materials.

The agreed scope, deliverables, fee and estimated delivery timeframe are confirmed in writing before work begins. Our standard service is delivered through documents and written communication rather than fixed meetings.

This policy applies alongside our Terms & Conditions and Service Delivery Policy. If a term conflicts with a mandatory consumer right, the applicable legal right takes precedence.

2. Before confirming a service

Before you agree to a service, we will provide the relevant information about the work to be supplied, the agreed price, the expected delivery arrangements and any important limitations.

You should review the proposed scope carefully and contact us in writing if you need clarification before confirming the arrangement. Additional work outside the agreed scope will be discussed with you before it is undertaken.

If you submit a request but no contract has yet been concluded, you may withdraw that request before the contract is formed.

3. The 14-day cancellation period

Where a consumer enters into a qualifying distance or off-premises service contract, UK consumer regulations generally provide a cancellation period of 14 days from the day after the contract is concluded, subject to the applicable rules and exceptions.

You may cancel within that period without giving a reason. To exercise this right, send us a clear statement explaining that you wish to cancel. You do not have to use a particular form.

You can use the contact details in this policy or send your cancellation request to enquiries@diogenesmusic.services . Please include enough information for us to identify your agreement.

4. Requesting work to start during the cancellation period

If you ask us to begin work before the end of the 14-day cancellation period, we will seek the required express request and provide the relevant information about the consequences of starting early.

If you then cancel during the cancellation period after work has begun at your express request, you may be required to pay a proportionate amount for the service actually supplied up to the time you notify us of cancellation, where the legal requirements for such a charge have been met.

Any amount due will be assessed in proportion to the work supplied compared with the full agreed service. We will not automatically treat the full contract price as payable simply because work has started.

If the required request or legally required information has not been obtained or provided, the law may prevent us from charging for work supplied during the cancellation period.

5. Services completed during the cancellation period

If you expressly request that work begins during the cancellation period, the service is fully performed within that period, and you have acknowledged in advance that the cancellation right will be lost once the service is fully performed, the statutory right to cancel that service contract may end when full performance is complete.

This depends on the applicable legal conditions being satisfied. The delivery of a planning document alone does not automatically remove cancellation rights in every situation.

If the required acknowledgement was not obtained, or the relevant legal conditions have not been met, we will not rely on this provision to deny a right that you retain under applicable law.

6. Cancellation after the 14-day period

Once any applicable statutory cancellation period has ended, a request to cancel will be considered under the agreed service terms and the circumstances of the project.

If work has not started, we will review the agreement and determine whether any amount is refundable under the applicable terms and law. If work has started, we will consider the work already completed, any deliverables prepared and any lawful, properly applicable contractual charges.

We will not automatically retain all amounts paid in every cancellation. Any deduction or charge must have an appropriate contractual and legal basis and must not unfairly penalise the customer.

If you need to change the project scope or timing instead of cancelling, contact us in writing. Any revised arrangements must be agreed by both parties.

7. How to cancel

To cancel a service, email enquiries@diogenesmusic.services or write to us at the registered office address listed below.

Please include the following information where available:

• your full name;
• the email address used for the enquiry or agreement;
• the service or project you wish to cancel;
• the date the agreement was made, if known;
• a clear statement that you wish to cancel.

You do not need to provide a reason to exercise a statutory right to cancel within the applicable cancellation period. Providing project details helps us identify the relevant agreement and process your request.

We will acknowledge receipt of a cancellation request in writing and explain any further information needed to handle it.

8. Refund arrangements

Refunds following a statutory cancellation

Where you validly cancel a contract under an applicable statutory cancellation right, we will reimburse the amounts required by law, subject to any lawful proportionate amount due for services supplied during the cancellation period at your express request.

Refund timeframe

For a qualifying service contract cancelled under the statutory cancellation rules, reimbursement will be made without undue delay and no later than 14 days after the day we are informed of your decision to cancel, subject to the applicable legal provisions.

Refund method

Where the law requires a reimbursement, it will normally be made using the original method used for the transaction, unless you expressly agree otherwise. We will not charge you a fee solely for making the required reimbursement.

Partial refunds and deductions

Where a lawful charge for work supplied during the cancellation period applies, the amount will be calculated proportionately to the service actually provided. Any other deduction must be supported by the applicable agreement and law.

How we communicate the outcome

We will confirm the outcome of your request in writing, including the refund amount where applicable and the date the reimbursement is initiated.

9. Cancellation by us

If we are unable to proceed with an agreed service, we will notify you in writing as soon as reasonably practicable and explain the position.

Where we cancel and the agreed service will not be supplied, we will refund any amount that is due for work not supplied, in accordance with the contract and applicable law. If part of the service has already been provided, we will review the circumstances and any applicable rights and obligations before determining the appropriate outcome.

We will not treat cancellation by us as automatically authorising the retention of all sums paid. Any proposed deduction must have a lawful and appropriate basis.

10. Concerns about the service

If you believe that a delivered planning document does not match the agreed scope, or that the service has not been performed as agreed, contact us in writing and describe the issue.

We will review the information, consider the agreed deliverables and respond with the proposed next steps. Where a correction or other remedy is required under the contract or applicable law, we will address the matter accordingly.

A concern about service quality is not necessarily the same as exercising a statutory cancellation right. We will consider the relevant circumstances and any applicable consumer remedies.

11. Your statutory rights

Nothing in this policy is intended to exclude or restrict rights that cannot lawfully be excluded or restricted. This includes applicable consumer rights relating to service performance, cancellation and remedies.

The application of a particular right may depend on the nature of the customer, the type of contract, how the contract was concluded and whether the relevant legal requirements have been satisfied.

For further information about the services we provide, please see our Services page and Service Delivery Policy.

12. Contact details

Please use the following details for cancellation requests, refund enquiries or questions about this policy.

This policy applies to the company’s music event planning consultation services and should be read together with the terms agreed for the individual project.