Refund & Cancellation Policy
Last updated: 28 September 2026
This Refund & Cancellation Policy explains the arrangements that may apply when you purchase a product or service from The Inclusive Wedding Company.
The Inclusive Wedding Company is a trading name of Elaine Hughes Consultancy Ltd, a company registered in England and Wales under company number 13411137.
Different cancellation and refund rights may apply depending on the product or service purchased, whether you are purchasing as a consumer or for business purposes, and whether delivery or performance has already begun.
This policy should be read alongside our Terms & Conditions.
1. Contacting us about a cancellation or refund
If you need to cancel, reschedule or discuss a purchase, please contact us as soon as reasonably possible.
Email: info@theinclusiveweddingcompany.com
You can also contact us through our Contact page.
Please include enough information for us to identify your booking or purchase.
2. Your statutory rights
Nothing in this policy is intended to exclude, restrict or replace rights that you may have under applicable UK consumer law.
Your statutory rights will depend on matters including:
whether you are purchasing as a consumer or in the course of a business;
whether you purchased a service, digital content or physical product;
how the purchase was made; and
whether delivery or performance has already begun.
Where your statutory rights provide greater protection than this policy, your statutory rights will apply.
3. Business purchases
Many IWC professional services, assessments, reviews, training programmes, accreditation services and business resources are purchased by wedding professionals, venues, suppliers and organisations for purposes relating to their trade, business or profession.
Where you purchase wholly or mainly for business purposes, consumer cancellation rights may not apply.
Any cancellation or refund will therefore be determined by the terms applicable to the particular service, this policy, any separate written agreement and applicable law.
4. Supplier Inclusion Review
The Supplier Inclusion Review is a personalised professional service.
The standard price is currently £250, unless a different price is expressly stated when you book.
Because work is individually undertaken for your business, your refund entitlement depends on whether work has begun.
Before work has begun
If you cancel before we have started substantive work on your Supplier Inclusion Review, please contact us as soon as possible.
Where no substantive work has begun, we will normally provide a refund of the amount paid, less any amount that we are legally entitled to retain.
Once work has begun
Once substantive work on your personalised Supplier Inclusion Review has begun, a full refund will not normally be available.
If you cancel after work has begun but before the review is completed, we may retain or charge a reasonable amount reflecting work already carried out and any costs reasonably incurred.
Where the work already completed represents substantially all of the service purchased, no refund may be due.
Once the review has been delivered
Once your personalised Supplier Inclusion Review has been completed and delivered, the service has been performed, and a refund will not normally be available merely because you change your mind.
This does not affect any rights or remedies you may have if the service has not been provided with reasonable care and skill or where another statutory remedy applies.
5. Information required for your Supplier Inclusion Review
The Supplier Inclusion Review cannot be completed until we receive the information reasonably required to undertake the work.
The stated delivery period of 7 working days begins after we receive the required information.
If you do not provide the requested information, delivery may be delayed.
If we are unable to complete the service because you repeatedly fail to provide information reasonably required from you, we may contact you to agree what happens next.
Depending on the circumstances and the amount of work already undertaken, this may include rescheduling, placing the service on hold or ending the service.
Any refund in those circumstances will take account of work already completed and applicable law.
6. Supplier Inclusion Review call
The Supplier Inclusion Review includes one 30-minute private review call.
The call should normally be booked to take place within 14 days of delivery of your written review, subject to appointment availability.
If you need to reschedule your call, please give us as much notice as reasonably possible.
Where sufficient notice is provided, we will normally allow the call to be rescheduled to another available appointment.
Repeated cancellations, failure to attend or requests made outside the applicable booking period may result in the included call being forfeited unless otherwise agreed.
Where illness, disability, an access requirement or exceptional circumstances affect your ability to attend, please contact us, and we will consider reasonable alternative arrangements.
7. Other consultancy, reviews and professional services
Cancellation and rescheduling arrangements for other consultancy, reviews, strategy sessions, workshops, training or professional services may vary.
The applicable arrangements may be stated on:
the relevant sales page;
booking confirmation;
proposal;
invoice;
service agreement; or
separate product-specific terms.
Where no separate cancellation terms have been provided, please contact us as soon as possible if you need to cancel or reschedule.
If work has already begun, any refund may be reduced to reflect work reasonably completed and costs already incurred.
8. Bespoke and personalised products or services
Some products and services may be created, personalised or commissioned specifically for you or your organisation.
Different cancellation rights may apply once production, preparation or personalised work has begun.
Where a product or service is bespoke or personalised, any relevant restrictions will be explained before purchase where required.
Nothing in this section removes statutory rights relating to faulty goods, services not provided with reasonable care and skill, or other rights that cannot legally be excluded.
9. Digital products and downloadable resources
Where we sell digital content, downloads, templates, guides or other digital resources, specific cancellation rules may apply.
Where a consumer asks for digital content to be supplied immediately and gives any acknowledgement or consent required by law, their statutory right to cancel may be affected once supply begins.
The applicable information will be provided during the purchasing process where required.
If a digital product is faulty, inaccessible because of a problem with the product itself, materially different from its description or otherwise subject to statutory remedies, please contact us.
10. Physical products
Where The Inclusive Wedding Company sells physical products, including resources such as F’AIRE™ Cards, applicable delivery, cancellation, return and refund information will be provided as part of the relevant sales process.
Where you purchase as a consumer, applicable statutory rights relating to distance sales, cancellations, returns and faulty goods will continue to apply.
Some exceptions may apply to personalised, bespoke or made-to-order products.
Products being returned must be handled in accordance with any return instructions provided.
Nothing in this policy limits rights relating to faulty, damaged or incorrectly supplied goods.
11. Events, workshops and training
Events, workshops, training programmes and similar experiences may have specific cancellation, transfer or refund terms.
These will be displayed or communicated as part of the relevant booking process where appropriate.
Where an event includes costs or commitments that we cannot recover, cancellation terms may reflect those costs where legally permitted.
If we cancel an event or programme entirely and cannot provide a reasonable alternative, we will provide the remedy required by the applicable terms and law.
12. F’AIRE™ Accreditation
Applications, assessments, training or other services associated with F’AIRE™ Accreditation may have separate payment, cancellation, assessment and renewal conditions.
These will be provided as part of the accreditation process where applicable.
Payment for an accreditation assessment or programme does not guarantee that accreditation will be awarded.
A decision not to award accreditation because the applicable criteria have not been met does not, by itself, mean that the assessment service was not delivered.
Any specific rights relating to cancellation, reassessment, renewal or appeal will be governed by the applicable F’AIRE™ Accreditation terms in force at that time.
13. Memberships and subscriptions
Where we introduce memberships, subscriptions or other recurring services, the applicable price, billing frequency, minimum term where relevant, renewal arrangements and cancellation process will be explained before purchase.
Cancelling a recurring service will normally stop future renewals in accordance with the applicable terms but will not necessarily create a refund entitlement for a period that has already been paid for or supplied.
Any applicable statutory rights remain unaffected.
14. The Inclusive Knot™ and technology services
Technology-enabled services, including The Inclusive Knot™, may be subject to separate platform Terms & Conditions, subscription conditions and cancellation arrangements.
Where separate terms apply, they will be presented as part of the relevant registration, subscription or purchasing journey.
Those product-specific terms will take precedence in relation to matters specifically governed by them.
15. If we need to cancel or reschedule
Occasionally, we may need to cancel, postpone or reschedule a service because of illness, technical failure, circumstances outside our reasonable control or another significant reason.
Where this happens, we will contact you as soon as reasonably practicable.
Depending on the circumstances, we may offer:
an alternative date;
an alternative method of delivery;
completion within a revised timeframe;
an appropriate replacement; or
a full or partial refund where appropriate.
If we are unable to provide a paid service and no reasonable alternative can be agreed, we will provide any refund or other remedy required by applicable law.
16. Refund processing
Where a refund is due, we will normally return the money using the original payment method where reasonably possible.
The time taken for funds to appear in your account may depend on the payment provider and your bank or card issuer.
Any information about expected processing times provided by us is therefore an estimate unless otherwise stated.
17. Problems with a product or service
If you believe a product or service has not been supplied as described, has not been provided with reasonable care and skill, is faulty, or there is another problem with your purchase, please contact us.
We would like the opportunity to understand the issue and determine an appropriate solution.
Depending on the circumstances and applicable law, possible remedies may include:
correcting the issue;
repeating or completing part of a service;
replacement;
a price reduction;
a partial refund; or
a full refund.
The appropriate remedy will depend on the circumstances and your legal rights.
18. Chargebacks and payment disputes
If you believe a payment has been taken incorrectly or there is a problem with a purchase, please contact us first where reasonably possible so that we have an opportunity to investigate and resolve the issue.
Nothing in this section prevents you from exercising any legitimate rights available through your payment provider or under applicable law.
Fraudulent or knowingly false payment disputes may be challenged using relevant booking, communication and service-delivery records.
19. Accessibility and reasonable adjustments
We do not want an access requirement itself to become a barrier to cancelling, rescheduling or discussing a purchase.
If you need a reasonable adjustment or alternative communication method to manage a booking or purchase, please contact us.
Further information is available in our Accessibility Statement.
20. Changes to this policy
We may update this Refund & Cancellation Policy as our products, services or legal obligations develop.
The policy applicable to a particular transaction will generally be the version in force when the relevant purchase or agreement was made, together with any product-specific terms agreed at that time.
The latest version will remain available on our website.
21. Contact and customer support
For cancellations, refunds, rescheduling or questions about a purchase, please contact:
Elaine Hughes Consultancy Ltd
Trading as The Inclusive Wedding Company
Company No. 13411137
ICO Registration No. ZB675460
Registered in England and Wales
Email: info@theinclusiveweddingcompany.com
Customer Support: LINK TO CONTACT PAGE
You can also review our Terms & Conditions and Privacy Policy.