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Refund Policy

Last updated: 2 September 2026

We want every engagement to be a success. If something doesn't go as planned, this policy explains when you can ask for a refund, how it works in practice, and what is outside its scope. It applies to all services purchased on westbridgelimited.one and sits alongside our Terms of Service.

1. Overview

Refund eligibility depends on (a) the type of service you bought and (b) how far the work has progressed. We don't hold the funds back as leverage - if the work has not started, the refund is full. Where work is in progress, the refund reflects what has and has not been delivered.

2. One-time projects

Applies to: Business Strategy & Positioning, Performance Audit & Growth Strategy, Lead Generation & Commercial Systems Design, Corporate Brand & Identity Strategy, Customer Acquisition & Funnel Optimisation, and Analytics & Performance Infrastructure Advisory.

  • Refund window: 14 days from the date of payment.
  • Before work has started: full refund.
  • During discovery (kick-off workshop, audit, interviews): up to 50% refund, reflecting the discovery work delivered.
  • After delivery has begun (drafts, designs, reports shared): no refund. Where delivery is materially below the agreed scope, we will agree remedial work or a partial credit on a case-by-case basis.

3. Monthly retainers

Applies to: Strategic Communications & Stakeholder Engagement, Content Strategy & Executive Communications, Organic Growth & Visibility Strategy, and Consulting-as-a-Service.

  • Initial 90-day engagement: not refundable once work has started, given the set-up effort and minimum cycle required to assess, advise and support implementation.
  • Rolling 3-month period: cancel any time with 30 days' written notice; we will pro-rate any unused portion of the paid month and refund the difference.
  • Monthly cycles after the initial engagement: cancel for the next month with 30 days' notice. The current month's fee stays.

4. Fixed-term premium engagements

Applies to: Integrated 360° Business Campaign and Digital PR & Thought Leadership Advisory.

  • Refund window: 7 days from payment.
  • Before discovery starts: full refund.
  • During strategy and planning: up to 50% refund.
  • After implementation / rollout: no refund. As above, we will agree remedial work where the result is materially below scope.

5. Cryptocurrency payments

Crypto payments are processed through NOWPayments. When a refund is agreed:

  • We refund in USDT TRC-20 (the currency on which our NOWPayments balance settles), at the EUR-to-USDT exchange rate on the date the refund is issued. You can request a different coin where NOWPayments supports it; the equivalent EUR value is preserved.
  • The customer is responsible for providing a correct receiving address and network. We are not liable for funds sent to a wrong or incompatible address provided by the customer.
  • On-chain network fees are deducted from the refund (typically a few USDT for TRC-20).

6. Bank-transfer payments

Bank refunds are sent to the originating account in the original currency where possible (EUR / GBP). Cross-border bank fees, if any, are charged to the customer's bank under standard SEPA / SWIFT rules; we cover only fees on our side.

7. How to request a refund

  1. Email billing@westbridgelimited.one with the subject "Refund request".
  2. Include your order ID (visible at /account/purchases) and a brief description of what you would like refunded.
  3. We will confirm receipt and respond with the eligible amount and process within a reasonable time.

8. Processing time

Once a refund is approved:

  • Crypto: typically settles on-chain within minutes to hours, depending on the network.
  • Bank transfer: depends on the receiving bank and country - usually 1-5 business days for SEPA, longer for international SWIFT.

9. Exceptions

The following are not eligible for refund:

  • Third-party media spend and platform budgets. These are billed by the external provider, not by us.
  • Licences and subscriptions (stock photography, fonts, software) that we paid on your behalf and cannot recover.
  • Work the customer asked us to start before the standard scope of work was agreed in writing.
  • Disputes raised after a chargeback has been initiated against us. Where a chargeback has been opened, we will engage with the bank / payment processor in line with their procedures rather than this policy.

10. Statutory rights

Nothing in this policy reduces your statutory rights, including those you have as a consumer under the Consumer Rights Act 2015 (where it applies).

11. Changes

We may update this policy. The "Last updated" date at the top reflects the latest version. Existing engagements remain governed by the version in force when you placed the order.

12. Contact

Refund and billing questions: billing@westbridgelimited.one. General contract questions: legal@westbridgelimited.one.