Refund and Cancellation Policy

1. What you are buying

Contigi is a trading name of Buckswell Holdings Limited, company number 13137887, registered in England and Wales at Enterprise House, 1st Floor, 2 The Crest, London NW4 2HN. This policy tells you when you can cancel or get your money back.

First Hire is a scheduled, attended service: a setup session delivered by a person, face to face or online, on a date and time you book. It is not a subscription and it is not automated digital content delivered instantly.

2. Your 14 day right to cancel a booking

If you are a consumer in the UK, you normally have 14 days to change your mind about a service bought online or by phone, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you cancel before your setup day takes place, and before the 14 days are up, you get a full refund.

If your setup day is booked to take place within those 14 days, we will ask you to confirm that you want us to go ahead before the 14 days end. Once we have fully delivered your session with your agreement to start early, the law says the 14 day right ends for that session, because the value - the day itself - has been delivered and cannot be handed back.

If you do not want to lose that right, tell us and we will book your date after the 14 days have passed instead.

3. Rescheduling

We understand things come up. If you need to move your date:

• More than 3 working days before your session: we will move it to a new date at no charge, subject to availability.
• Within 3 working days of your session: we will do our best to find you a new date, but because the slot was held for you alone and usually cannot be resold at short notice, we may not always be able to reschedule free of charge.

4. Once your session has been delivered

Once we have delivered your setup day, the price is not refundable, except under your rights in section 5, because the thing you bought - the day of our time - has been provided.

5. Rights that always apply

Whatever the position above, you always keep your rights under the Consumer Rights Act 2015. If your session was not provided with reasonable care and skill, you are entitled to have it put right, or to a price reduction or refund. Nothing in this policy affects that.

In practice, contact us if:

• the session did not happen at the time we agreed, through our fault;
• what was delivered was clearly not what was promised for your package;
• your assistant did not work as described by the end of the session, through no fault of your own equipment or accounts.

We will look into it and put it right. If we cannot, we will refund you.

6. Goodwill

Beyond what the law requires, we may offer a full or partial refund at our discretion - for example if something outside your control meant your session could not go ahead. Ask us. We would rather sort it out than have you feel short changed.

7. How to ask for a refund or to reschedule

Email eldi@buckswell.co.uk or call 020 7070 8343 with your booking details and what has happened. You do not need a special form.

We aim to reply within 2 working days. Approved refunds go back to your original payment method within 14 days, usually much sooner.

8. If we cancel

If we have to cancel or cannot deliver your session for a reason that is not your fault, we will offer you a new date or a full refund, whichever you prefer.

9. Complaints

If you are unhappy with how we have handled a refund, email eldi@buckswell.co.uk and ask for it to go to the director. If we cannot resolve it between us, you can seek advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.