Refund & Cancellation Policy

Last updated: 24 September 2026

This Refund & Cancellation Policy applies to services provided by Inclusive Hospitality Co and Inclusive Hospitality Company, both trading names of Elaine Hughes Consultancy Ltd, registered in England and Wales, Company No. 13411137.

Our services are primarily bespoke consultancy, accessibility reviews and audits, strategy sessions, training, workshops, Content Days, speaking and advisory services for businesses and organisations.

Where a proposal, contract, booking confirmation or other written agreement contains different cancellation or refund terms, those project-specific terms will take priority.

Payments

Unless otherwise agreed in writing, projects are normally invoiced on the following basis:

50% of the agreed project fee is payable before work begins.

The remaining 50% is payable on completion of the agreed work and before final deliverables are released.

Alternative payment arrangements, including staged payments, instalments or retained advisory arrangements, may apply to larger, ongoing or bespoke engagements and will be confirmed in writing.

Unless otherwise stated in the relevant proposal, contract or invoice, invoices are payable within 7 days of the invoice date.

Payments may be made by bank transfer or through approved online payment providers, including Stripe.

Cancellations

If you need to cancel a project, consultation, accessibility review, audit, strategy day, Content Day, training session, workshop, speaking engagement or site visit, please provide as much notice as reasonably possible.

Once work has started, the initial payment contributes towards:

• reserved capacity

• preparation

• research

• administration

• work already undertaken

• third-party costs already committed

If a project is cancelled after work has begun, you remain responsible for the value of work already completed and any reasonable costs already incurred.

Where the value of work completed exceeds the amount already paid, the additional amount may be invoiced.

We do not guarantee a refund simply because a client decides not to proceed after work has begun.

Rescheduling

Where possible, we will try to accommodate reasonable requests to reschedule consultations, audits, training sessions, workshops, Content Days, strategy days or site visits, subject to availability.

Where substantial preparation has already taken place, third-party costs have been committed, or a date has been specifically reserved and cannot reasonably be reallocated, charges may still apply.

Any project-specific rescheduling terms will be confirmed in the relevant proposal, booking confirmation or contract.

Where travel or accommodation has already been booked and is non-refundable or subject to cancellation charges, those costs may remain payable where the client requests a change of date.

Travel and accommodation

Unless expressly included in the quoted fee, reasonable travel, accommodation and agreed out-of-pocket expenses are charged in addition to professional fees.

Where travel, accessible transport, accommodation or other delivery arrangements have been booked specifically for an engagement and are non-refundable or subject to cancellation charges, the client remains responsible for those costs if the engagement is cancelled or rescheduled by the client.

Where accessibility-related travel or accommodation requirements are necessary for delivery, associated reasonable costs may form part of the engagement expenses.

Content Days

Content Days may involve photographers, videographers, venues, models, contributors, stylists or other third-party suppliers.

Booking fees, deposits and third-party costs already committed or incurred in relation to a Content Day may be non-refundable.

Where a Content Day is cancelled or rescheduled by the client, any non-refundable venue, supplier, travel, accommodation or production costs may remain payable.

Where third-party suppliers apply their own cancellation or refund terms, those terms may also apply.

Usage rights for images, video or other content are separate from cancellation or refund rights and will be confirmed in the relevant booking information or agreement.

Refunds

Because many of our services involve reserved consultancy time, preparation, research and bespoke work, refunds are considered according to the stage the engagement has reached.

Where a refund is due, it will take account of:

• work already completed

• preparation or research already undertaken

• time specifically reserved

• reasonable expenses already incurred

• non-refundable third-party costs

• travel or accommodation costs already committed

• any project-specific cancellation terms agreed in writing

Where a refund is approved for a payment originally made through Stripe or another payment provider, it will normally be returned using an appropriate payment method.

Processing times for refunded funds to appear in your account may depend on the payment provider or your bank and may be outside our control.

Nothing in this policy removes any statutory rights that cannot lawfully be excluded.

• Failed, reversed or disputed payments

Where a payment fails, is reversed, disputed, charged back or otherwise not completed, the underlying amount remains payable unless the payment has been formally cancelled, waived or refunded by us.

A payment reversal or chargeback does not automatically cancel the underlying contract or remove responsibility for work already supplied or costs already incurred.

If we cancel

If Inclusive Hospitality Co or Inclusive Hospitality Company is unable to deliver a booked service, we will normally offer an alternative date or another reasonable arrangement.

Where we cancel a service and no suitable alternative can be agreed, any payment relating to work that has not been delivered will be refunded.

Where part of the agreed work has already been completed, any refund will take account of the work already supplied and reasonable costs already incurred.

Workshops, programmes and events

Separate cancellation or refund terms may apply to specific workshops, programmes, events, Content Days or other products.

Where different terms apply, they will be made clear at the point of booking or purchase.

Digital products and downloadable resources

Where digital products, downloadable resources, templates or other digital content are supplied, different refund and cancellation rights may apply.

Where digital content is supplied immediately, we may ask consumers to expressly agree to immediate supply and acknowledge any effect this may have on applicable statutory cancellation rights.

Where a digital product is faulty, materially misdescribed or otherwise subject to statutory consumer rights, those rights are not affected by this policy.

Consumer clients

Inclusive Hospitality Co and Inclusive Hospitality Company primarily provide services to businesses and organisations.

Where an individual contracts with us as a consumer, additional statutory cancellation or refund rights may apply.

Nothing in this policy is intended to restrict any statutory consumer rights that cannot legally be excluded.

Contact

If you have a question about a cancellation, rescheduling request or refund, please contact:

Inclusive Hospitality Co / Inclusive Hospitality Company

Trading names of Elaine Hughes Consultancy Ltd

Company No. 13411137

ICO Registration No. ZB675460

General enquiries:

info@inclusivehospitalitycompany.com

Billing and payment enquiries:

accounts@inclusivehospitalitycompany.com

Customer Support:

www.inclusivehospitalitycompany.com/customer-support