SIAN GISSING

 

Sian Gissing Global Holdings Ltd

Trading as Sian Gissing Strategic Legal Consultancy

Last updated: 27 July 2026

 

1. About this Policy

This Cancellation and Refund Policy explains the cancellation, rescheduling and refund arrangements applying to Products and Services supplied by Sian Gissing Global Holdings Ltd, trading as Sian Gissing Strategic Legal Consultancy (“the Company”, “we”, “us” or “our”).

It applies to:

• strategic legal consultations;
• document-review and research services;
• consultancy packages;
• online appointments;
• digital downloads;
• ebooks, templates and educational resources;
• courses, programmes and memberships;
• physical products, where offered.

This Policy should be read alongside our:

• Terms and Conditions;
• Privacy Policy;
• Consultancy Disclaimer;
• relevant Product or Service description;
• booking confirmation;
• any separately agreed written scope.

Nothing in this Policy removes or restricts any statutory consumer right that cannot lawfully be excluded.

2. Consultancy appointments

2.1 Payment

Consultations and appointment-based Services must be paid for in full at the time of booking unless we expressly agree otherwise in writing.

A booking is confirmed only when:

• payment has been successfully received;
• an appointment time has been selected;
• we have issued a booking confirmation;
• you have accepted the applicable Terms.

2.2 Rescheduling with at least 48 hours’ notice

You may request to reschedule a consultation by giving at least 48 hours’ notice before the scheduled start time.

Subject to availability:

• one rescheduling request is permitted per booking;
• the replacement appointment must ordinarily take place within 60 days;
• a requested date or time cannot be guaranteed;
• any price increase will not apply to the first permitted rescheduling of an existing booking.

To reschedule, use the link in your booking confirmation or email:

bookings@siangissing.com

2.3 Cancellation with at least 48 hours’ notice

If you cancel at least 48 hours before the scheduled appointment, we will assess the request in accordance with:

• your statutory cancellation rights;
• whether preparation or research has already begun;
• any express request you made for early performance;
• work already reasonably completed;
• any direct and unavoidable costs incurred.

Where no substantive preparation has begun and a refund is due, the consultation fee will normally be refunded to the original payment method.

Where preparation has begun at your express request, we may retain or charge a fair and proportionate amount for work already performed, where permitted by law.

2.4 Cancellation with less than 48 hours’ notice

Subject to mandatory consumer rights, consultations cancelled less than 48 hours before the scheduled start time are ordinarily non-refundable.

This is because the appointment time has been reserved exclusively for you and may not reasonably be capable of being offered to another client at short notice.

Where appropriate, we may exercise discretion to offer one rescheduled appointment in exceptional circumstances. This is not guaranteed and does not create an ongoing entitlement.

2.5 Missed appointments

If you fail to attend an appointment without prior notice:

• the appointment will ordinarily be treated as completed;
• the fee will ordinarily be non-refundable;
• a replacement appointment will require a new booking and payment.

2.6 Late arrival

If you arrive late:

• the consultation will still end at the originally scheduled time;
• the appointment will not automatically be extended;
• no partial refund will be provided for time lost through late arrival.

If you are more than 15 minutes late and have not contacted us, the appointment may be treated as a missed appointment.

2.7 Failure to complete intake information

You are responsible for completing the requested intake form and supplying agreed documents within the stated timeframe.

Failure to provide information or documents:

• does not automatically entitle you to a refund;
• may limit the usefulness or scope of the consultation;
• may result in document review being deferred;
• may require a separate paid appointment or service.

If the missing information means we cannot responsibly proceed, we may reschedule, limit or cancel the Service.

3. Statutory cancellation rights for online service bookings

Consumers who purchase a Service online may ordinarily have a 14-day cancellation period beginning on the day after the contract is entered into.

You do not need to give a reason for exercising a statutory cancellation right where it applies. Businesses must provide clear information about cancellation rights, conditions and any reasonable payment due where performance begins during the cancellation period.

3.1 Requesting early performance

When booking a consultation or other Service scheduled within the 14-day cancellation period, you may be asked to confirm:

I expressly request that Sian Gissing Global Holdings Ltd begin providing the Service before the end of any applicable 14-day cancellation period. This may include conflict checks, intake review, research, document review and appointment preparation. I understand that if I cancel after work has begun, I may be required to pay a proportionate amount for the work already completed and that, if the Service is fully performed, I may lose the statutory right to cancel where permitted by law.

3.2 Cancellation after preparation begins

If you validly cancel during an applicable statutory cancellation period after expressly requesting early performance, we may deduct a proportionate amount reflecting the Services already supplied before cancellation.

This may include reasonable time spent on:

• conflict and suitability checks;
• reviewing the intake form;
• reviewing documents;
• legal or factual research;
• preparing a chronology;
• appointment preparation;
• preparing written materials specifically for your matter.

3.3 Fully performed Services

Where:

• you expressly requested performance to begin during the statutory cancellation period;
• you acknowledged the relevant consequences; and
• the Service has been fully performed,

your statutory cancellation right may end where permitted by law.

4. Document review, research and bespoke consultancy work

4.1 Work beginning

Bespoke work may begin once:

• payment is received;
• the scope is confirmed;
• necessary information is supplied;
• any conflict or suitability checks are completed.

4.2 Cancellation before work begins

If you cancel before any substantive work has begun, you may be entitled to a full refund, subject to statutory rights and any reasonable administration already expressly agreed.

4.3 Cancellation after work begins

If you cancel after research, review, drafting, analysis or preparation has begun:

• you may be charged for work already completed;
• any refund will be calculated proportionately;
• completed or substantially completed work may be delivered to you where appropriate;
• work already provided cannot be returned.

4.4 Completed bespoke Services

Once bespoke research, analysis, document review, written strategy or another personalised Service has been fully performed and supplied, it is ordinarily non-refundable except where:

• it has not been provided with reasonable care and skill;
• it is materially not as described;
• a mandatory statutory remedy applies;
• we agree otherwise.

Unregulated legal-service providers remain subject to consumer law, including the requirement to provide services with reasonable care and skill. Where they fail to do so, consumers may have rights to repeat performance, a price reduction or another remedy.

5. Digital Products

Digital Products include:

• ebooks;
• templates;
• checklists;
• downloadable guides;
• digital workbooks;
• recordings;
• online courses;
• electronically delivered educational material.

5.1 Immediate access

Before immediate access begins, you may be asked to confirm:

I consent to the immediate supply of the Digital Product before the end of the applicable 14-day cancellation period and acknowledge that I will lose my right to cancel once downloading, streaming or access begins, where permitted by law.

For digital downloads or streaming, the customer must expressly agree to immediate supply and acknowledge the loss of the cancellation right. If these steps are not followed, the customer may retain the right to cancel.

5.2 Refunds for accessed Digital Products

Once a Digital Product has been:

• downloaded;
• accessed;
• streamed;
• opened;
• delivered electronically;

following the required consent and acknowledgment, it is ordinarily non-refundable.

5.3 Exceptions

A remedy may still be available where the Digital Product:

• is faulty;
• is materially not as described;
• cannot reasonably be accessed because of a fault attributable to us;
• causes damage in circumstances giving rise to a statutory remedy;
• otherwise fails to meet mandatory consumer standards.

UK consumer law provides remedies for faulty digital content, including repair, replacement or, where appropriate, a price reduction.

5.4 Change of mind

We do not ordinarily provide refunds for a change of mind after lawful immediate digital delivery has begun.

6. Courses, programmes and memberships

Where a course, programme or membership includes a mixture of:

• digital content;
• live sessions;
• consultancy;
• downloadable resources;
• community access;

the refund position may depend on which elements have already been supplied.

If cancellation is permitted, we may deduct a fair and proportionate amount for:

• digital material already accessed;
• live sessions already attended;
• consultations already delivered;
• preparation already completed;
• the period of membership already used.

Any recurring subscription will be governed by the subscription terms shown before purchase. We will not impose unfair cancellation barriers or retain sums that exceed a reasonable reflection of the Services already supplied or direct loss incurred. Cancellation charges must be fair and proportionate rather than punitive.

7. Physical Products

If physical Products are sold, the separate Returns and Refunds provisions displayed for those Products will apply.

Subject to applicable law, consumers may ordinarily have cancellation rights for online purchases of physical goods.

Refunds may be withheld until:

• the goods are returned; or
• evidence of return is provided,

where permitted by law.

Deductions may be made for handling beyond what is reasonably necessary to assess the nature, characteristics and functioning of the Product.

Faulty, damaged or misdescribed Products remain subject to statutory remedies.

8. Cancellation or refusal by us

We may cancel, refuse, pause or terminate a booking or Service where:

• a conflict of interest arises;
• identity or authority cannot be verified;
• KYC, AML, sanctions or risk checks cannot be completed satisfactorily;
• information appears incomplete, inaccurate or misleading;
• the matter falls outside our scope, competence or permitted activities;
• the work requires an authorised solicitor, barrister or another regulated professional;
• the matter concerns a jurisdiction we cannot appropriately address;
• abusive, threatening, discriminatory or inappropriate conduct occurs;
• payment is reversed or disputed;
• illness, emergency or serious technical disruption prevents delivery;
• continuing would create a legal, ethical, regulatory, security or reputational risk.

8.1 Where we cannot provide the Service

If we cancel before any substantive Service has been provided, we will ordinarily refund the amount paid for the undelivered Service.

8.2 Partial performance

Where part of the Service has already been properly completed, any refund may be reduced proportionately to reflect the work supplied, where permitted by law.

8.3 No refund caused by client misconduct

A refund may be refused or reduced where termination results directly from:

• abusive or threatening behaviour;
• deliberate concealment of material facts;
• fraudulent or unlawful conduct;
• serious breach of the Terms;
• misuse of intellectual property;
• improper recording or distribution of confidential Services.

This remains subject to fairness and any mandatory consumer rights.

9. Technical problems

9.1 Problems caused by us

If a consultation cannot proceed because of a technical failure within our reasonable control, we will normally:

• reschedule the appointment without charge; or
• issue an appropriate refund if rescheduling is not reasonably possible.

9.2 Problems affecting the client

If you cannot attend because of problems with your:

• device;
• internet connection;
• microphone;
• camera;
• software;
• local power supply;

the usual late-cancellation or missed-appointment provisions may apply.

We may exercise reasonable discretion in exceptional circumstances.

9.3 Platform outages

Where Zoom, Shopify, the booking platform or another essential provider experiences a material outage, we will seek to reschedule or provide a suitable alternative.

10. How to cancel or request a refund

To cancel, reschedule or request a refund, contact:

bookings@siangissing.com

Please provide:

• your full name;
• order or booking number;
• appointment date and time;
• Product or Service purchased;
• reason for the request, where relevant;
• any supporting information.

You may also use the cancellation or rescheduling link in your booking confirmation where available.

A statutory cancellation does not require special wording. A clear statement that you wish to cancel is sufficient.

11. Refund processing

Where a refund is due:

• it will ordinarily be returned to the original payment method;
• we may request reasonable identity or transaction verification;
• we will process it without undue delay;
• banking and payment-provider processing times are outside our control;
• currency conversion or third-party bank charges may not be recoverable from us.

Refunds due following valid cancellation of a service contract should generally be made within 14 days, subject to any lawful deduction for Services already supplied.

12. Chargebacks and payment disputes

Please contact us before starting a chargeback so we have a reasonable opportunity to investigate and resolve the issue.

Initiating a chargeback does not remove either party’s contractual or statutory rights.

We may provide the payment provider with relevant records, including:

• the accepted Terms;
• booking confirmation;
• attendance records;
• proof of digital access;
• correspondence;
• work completed;
• cancellation history.

Any disclosure will be limited to what is reasonably necessary to respond to the dispute.

13. Business customers

Where you purchase wholly or mainly for business purposes:

• statutory consumer cancellation rights may not apply;
• cancellation and refund rights will be governed by the agreed contract and this Policy;
• fees for work already performed remain payable;
• any refund is subject to the agreed scope and reasonable losses incurred.

Nothing excludes rights that cannot lawfully be excluded.

14. International clients

This Policy is governed by the laws of England and Wales.

However, if you purchase as a consumer outside England and Wales, nothing in this Policy excludes mandatory cancellation, refund or consumer rights that apply in your country of habitual residence and cannot lawfully be excluded.

Where mandatory local rights provide greater protection, those rights will be respected where they legally apply to the transaction.

15. Complaints

If you disagree with a cancellation or refund decision, email:

legal@siangissing.com

Please include:

• the booking or order reference;
• the relevant facts;
• the remedy you seek;
• supporting evidence.

We aim to acknowledge complaints within five working days and provide a substantive response within 28 days where reasonably possible.

Because the Consultancy is not an SRA-authorised solicitors’ practice, the SRA and Legal Ombudsman may not have jurisdiction. This does not affect your right to obtain independent advice, contact Citizens Advice or Trading Standards, or pursue another lawful remedy.

16. Changes to this Policy

We may update this Policy to reflect:

• changes in law;
• changes to our Products or Services;
• changes to booking systems;
• operational or payment-provider requirements;
• clarification of existing arrangements.

The current version will be published on the Website with its effective date. 

Changes will not retrospectively remove rights that have already arisen.

17. Contact details

Sian Gissing Global Holdings Ltd
Trading as Sian Gissing Strategic Legal Consultancy

128 City Road
London
England
EC1V 2NX
United Kingdom

Email: legal@siangissing.com

Company number: 17138981