1. Consultation bookings
Requests to reschedule should be made before the agreed appointment time. Missed or late-cancelled consultations may be treated as delivered where time has been reserved.
2. Service commencement
Once an assessment, advisory review, reservation, coordination or other agreed work has started, fees attributable to work already performed or costs already incurred are not refundable.
3. Eligibility outcome
A client who does not pass eligibility review is not automatically entitled to a refund of consultation or assessment fees already earned.
4. Client cancellation
Cancellation requests must be made in writing. Any approved refund is calculated after deducting work completed, administrative costs, transaction charges and third-party commitments.
5. LFBL cancellation
Where LFBL cannot deliver an unperformed paid service and no suitable alternative is accepted, the unearned portion may be refunded.
6. Processing
Approved refunds are made through a traceable method within the communicated processing period. Final terms in a signed engagement agreement take precedence.