1. Our policy at a glance
We do not offer discretionary change-of-mind refunds. For a paid advice call, we offer one free rearrangement to another mutually agreed available time. This is in addition to, and does not replace, any cancellation, refund or other remedy required by law.
Payment alone does not remove your statutory rights. Where a refund is legally due, we provide it. Where no refund right applies, the paid booking remains subject to this policy and the agreed service terms.
- If you ask to move your advice call: one free rearrangement per paid call, to a mutually agreed available time.
- If you change your mind or cannot attend: no discretionary cash refund; statutory cancellation rights and the fair-charge rules below still apply.
- If you cancel during an applicable cooling-off period before work begins: a full refund.
- If you request an early start and exercise an applicable cooling-off right before completion: only a lawful proportionate charge for service actually supplied; the balance is refunded.
- If we cancel or cannot supply an undelivered service: you may accept a suitable alternative or receive a refund for the undelivered service.
- If the service falls below the standard required by law: applicable remedies remain available, including repeat performance or a price reduction/refund where required.
- If you are entitled to cancel a paid additional service under recruitment-agency rules: that right applies independently of this commercial policy.
2. What you are buying
The order page and confirmation identify the purchased service, its scope, total price, delivery arrangements and any appointment details. The Virtual Consultant Service is a £50, 45-minute career-advice call.
The service is career advice, not a fee for finding you work. Buying it does not secure representation, employer introductions, an interview or a job. You do not have to buy it to be considered for recruitment, and cancelling it does not disadvantage you in a recruitment process.
No employment outcome is guaranteed, but we remain responsible for providing the agreed service with reasonable care and skill and meeting applicable legal requirements.
3. One free rearrangement
Each paid advice call includes one free change of appointment. Email lewis@baxternelson.com with your name, order reference if available, existing appointment and preferred alternatives. Tell us as soon as you know that you need to move the call.
The first arrangement of an appointment is not a rearrangement. We agree a replacement time with you and confirm it in writing. Moving your call does not purchase an additional call or change its agreed scope or duration.
If you miss the original call and have not used your free rearrangement, you may use it to book one replacement call. No second customer-requested rearrangement is included automatically. We may agree a further change separately, but will not impose an undisclosed charge or refuse a change or remedy that the law requires.
A change caused by us, our booking system or our inability to deliver does not use up your free rearrangement. We make reasonable efforts to offer a suitable replacement within a reasonable time. If we cannot provide the service, the refund provisions below apply.
4. Consumer cooling-off rights
For an eligible service purchase made online or through another qualifying distance arrangement, you can cancel without giving a reason from the time the contract is made until the end of 14 days after the day it is made. Your confirmation identifies the contract date. The period relates to the purchase, not the appointment date.
Our online checkout requires a separate, active early-start request before payment. If you do not make that request, checkout will not open and no payment will be taken. This does not remove or shorten a cooling-off right for a purchase you do make.
To cancel, send a clear statement of your decision by email or post using the contact details in section 10. You may use the form in section 11, but do not have to. For this cooling-off right, it is sufficient to send your cancellation before the deadline; it does not depend on us approving it first.
If work has not begun, we refund the amount paid for the cancelled service. If legally required cancellation information was not provided, a longer cancellation period may apply. We do not rely on this policy to shorten such an extended period.
5. If you ask us to begin within 14 days
Before online checkout you must actively tick a separate, initially unticked box expressly requesting that the Virtual Consultant Service may begin within the cooling-off period, including any CV review. Without that request, no online payment is initiated. After confirmed payment, available appointments begin at least 24 hours later and remain bookable for 15 working days. Weekends and England/Wales bank holidays are excluded; appointment times are between 09:00 and 17:00 UK time, subject to Lewis’s availability.
We begin work within the cooling-off period only after your express request. We also obtain your acknowledgement that the cooling-off right ends when the service has been fully performed. Ticking the box does not immediately waive that right. Merely paying, accepting general terms or booking a near-term appointment is not a substitute for the required request and acknowledgement.
If you cancel while a validly requested early-start service is only partly supplied, any charge is limited to the proportion of the agreed service actually supplied up to cancellation, calculated using the agreed total price or the lawful basis required if that price is excessive. It is not automatically the entire fee, and no cooling-off cancellation penalty is added.
If the required early-start request or cancellation/cost information was not supplied, we do not charge for work in the cooling-off period where the law prohibits it. Full completion ends the cooling-off right only when the legal conditions have been met. Other statutory remedies and any applicable recruitment-agency cancellation rights remain unaffected.
For a call, we do not treat a booking or missed appointment alone as full performance.
6. Additional recruitment-agency cancellation rights
Where recruitment-agency rules apply to a paid additional service provided to a work-seeker, you may cancel or withdraw from that service at any time without detriment or penalty on no more than five working days' notice. This protection is separate from the consumer cooling-off right and is not removed by our one-rearrangement offer.
Send written notice by email or post. We accept shorter notice where another applicable right requires it or where we agree it. We stop the affected service when cancellation takes effect, do not impose a penalty for exercising this right and refund any payment for service not lawfully chargeable. Properly supplied work is accounted for only to the extent payment is lawfully due; a cancellation does not automatically turn genuinely delivered advice into a free service.
For this policy, working days are Monday to Friday, excluding applicable public holidays. The five-working-day provision does not require a consumer exercising their cooling-off right to wait five working days, and does not limit rights that require immediate cancellation.
7. Other customer cancellations and missed calls
Outside an applicable statutory cancellation or refund right, we do not offer a voluntary cash refund simply because you change your mind, no longer need advice, cancel or miss a call. You can use the one free rearrangement if it remains available.
If an undelivered booking ends and we seek to retain a cancellation or no-show charge, the amount must be lawful and fair. It cannot exceed a reasonable amount justified by our direct net loss, taking account of avoided costs and reasonable steps to reduce the loss, including filling the slot where possible. We refund any excess. The whole fee is not automatically retained merely because it was paid in advance.
We explain the calculation if requested and do not recover the same loss twice. We do not use this section to charge a penalty where the recruitment-agency rules prohibit one.
8. If we cancel, there is a technical failure or something is wrong
If we cancel a call or cannot deliver the agreed service, we contact you promptly. You may agree a suitable alternative or receive a refund for the undelivered service. We do not force you to accept credit, an unsuitable replacement date or an indefinitely delayed service instead of a refund you are entitled to receive.
If a call cannot go ahead because of a problem with our systems or access arrangements, we offer a replacement without using your free customer-requested rearrangement, or the applicable refund. If you experience a technical problem, contact us promptly so we can assess it; this does not create an automatic forfeiture of your payment.
If you believe that we have not supplied what was agreed or have not used reasonable care and skill, contact us with the details. Applicable remedies can include repeat performance at no additional cost, within a reasonable time and without significant inconvenience, or a price reduction/refund where required. Those remedies are not limited to one rearrangement and are not lost merely because a service has been completed.
A failure to obtain a desired job or interview is not, on its own, proof that the agreed advice service was defective. This does not excuse inaccurate promises, missing deliverables or substandard work.
9. Refund processing
For a valid statutory cooling-off cancellation of these services, we make the refund without undue delay and no later than 14 days after being informed of your cancellation, subject only to deductions the law permits. For other refunds we owe, we process them promptly within the applicable legal deadline; where the law measures that deadline from agreement to a refund, we use that trigger.
We normally use the original payment method unless you expressly agree otherwise. We do not deduct an administration or payment-processing fee from a refund where the law prohibits it, or substitute credit without your agreement. Payment-provider settlement times may affect when the money appears, but do not extend our legal refund obligations.
10. Contact, complaints and policy changes
The supplier is Baxter Nelson Ltd, company number 17479761. Our registered office and postal contact are Bartle House, 9 Oxford Court, Manchester, M2 3WQ.
Email cancellation requests, rearrangement requests and service complaints to lewis@baxternelson.com. Include enough information to identify your purchase; not having an order reference does not prevent a valid cancellation. We acknowledge requests promptly and respond to complaints as quickly as reasonably possible with an explanation and proposed resolution. If a dispute remains unresolved, we provide information about any applicable alternative dispute-resolution arrangement as required by law.
The version supplied with your purchase applies to that purchase. Later website changes do not retrospectively remove your rights or increase your cancellation charges. Nothing in this policy restricts your right to seek advice, use an available payment-dispute process or bring a legal claim.
11. Optional cancellation form
Complete and send this only if you wish to cancel. You may use any other clear statement instead.
To: Baxter Nelson Ltd, Bartle House, 9 Oxford Court, Manchester, M2 3WQ; lewis@baxternelson.com.
- I give notice that I cancel my contract for the following service:
- Service purchased:
- Ordered on:
- Order reference, if available:
- Customer name:
- Customer address:
- Signature, only if submitted on paper:
- Date: