Return Policy

This Return Policy sets out in detail the terms on which Bryxemaroakhexei ("we", "us", "our") accepts cancellations, rescheduling, and refunds in relation to our decluttering and organisation services and our online consultation services. By booking any of our services, you agree to these terms. This policy should be read together with our Terms of Use and our Privacy Policy. We recommend that you read this policy in full before making a booking so that you understand your rights and our obligations. If you have any questions, please contact us using the details on our website.

Nature of our services

We provide services rather than physical goods. Our offerings include: in-person decluttering and organisation (e.g. room clear-out, full home organisation, and ongoing support packages) carried out at your property in the United Kingdom; and online consultation sessions delivered by video or similar means. Once a session has taken place, the service has been consumed and cannot be "returned" in the way a physical product might be. We do not supply goods that can be sent back for a refund. Therefore, this policy focuses on cancellation and rescheduling before sessions take place, and on refunds where payment has been made in advance and the service is cancelled in accordance with the terms below. If you are a consumer in the UK, your statutory rights under the Consumer Rights Act 2015 (or any successor legislation) in relation to services remain unaffected; this policy is intended to set out clearly how we handle cancellations and refunds in addition to those rights.

Cancellation by you

If you need to cancel or reschedule a booked session (whether in-person or online), you must contact us as soon as possible. We request the following minimum notice where feasible. Notice should be given in writing (e.g. by email) or by telephone, and we will confirm receipt. The notice period is calculated from the scheduled start time of the session in the time zone where the session is to take place (for in-person sessions, the UK; for online sessions, as agreed).

Minimum notice periods

If you cancel with the requested notice (or more), we will work with you to reschedule to a mutually convenient time where possible, or to process a refund in accordance with the "Refunds" section below. We will confirm the cancellation and any refund or new date in writing (e.g. by email). If you cancel with less than the requested notice, we may still try to accommodate a reschedule or partial refund at our sole discretion depending on the circumstances (e.g. whether we are able to reallocate the slot), but we are not obliged to do so. Repeated short-notice cancellations may affect our ability to offer you future bookings and we reserve the right to require advance payment or a non-refundable deposit for future bookings in such cases. If you are unsure whether your notice is sufficient, please contact us as soon as you know you need to cancel or reschedule.

Cancellation by us

We may need to cancel or reschedule a session due to circumstances beyond our reasonable control (e.g. illness, severe weather, transport disruption, pandemic, government restrictions, or other emergencies) or for operational reasons (e.g. a change in availability or resource). If we cancel a session that you have paid for, we will offer you either a full refund of the amount paid for that session (or a proportionate part of a package) or the option to reschedule to another date at no extra charge. We will give you as much notice as we reasonably can. We will not be liable for any indirect or consequential loss arising from such cancellation beyond the refund or reschedule we offer. If we need to reschedule (rather than cancel) for operational reasons, we will give you as much notice as possible and offer an alternative date that is mutually convenient, or a refund for the affected session if we cannot agree a suitable alternative. Any refund we make under this section will be processed within 14 working days of the date we confirm the cancellation.

Refunds

Refunds are processed in accordance with the following rules. All refunds are subject to the terms set out in this section and to our ability to verify the original payment. We will confirm the amount and method of any refund in writing when we process the cancellation.

Cancellation with required notice

If you cancel an in-person or online session with the requested notice (as set out in "Cancellation by you" above), we will refund any payment already made for that session (or the unused part of a package) within 14 working days of the date we confirm the cancellation in writing. The refund will be made using the same method of payment you used (e.g. the same card or account), unless we agree otherwise. We do not charge a cancellation fee when you cancel with the required notice. "Working days" means Monday to Friday excluding bank holidays in England and Wales.

Cancellation without required notice

If you cancel with less than the requested notice, we are not obliged to provide a refund because we may have turned away other clients or incurred costs in preparing for your session. We may, at our sole discretion, offer a partial refund or credit towards a future booking depending on the circumstances (e.g. how much notice you gave, whether we can reallocate the slot, or any exceptional circumstances you have explained to us). Any such offer will be confirmed in writing. We do not guarantee that a partial refund or credit will be offered.

Cancellation by us

If we cancel a session (as described in "Cancellation by us" above), we will refund the relevant amount in full (or offer a reschedule at no extra charge). The refund will be processed within 14 working days of the date we confirm the cancellation.

Multi-session packages

If you have purchased a multi-session package (e.g. full home organisation or a three-session online consultation package) and you wish to cancel after one or more sessions have already taken place, we will refund only the amount attributable to sessions that have not yet taken place. We may deduct any administrative or non-refundable costs we have reasonably incurred in relation to the cancelled sessions (e.g. pre-session preparation or allocated time that we cannot reallocate). We will confirm the refundable amount in writing when you request cancellation. If the package was sold at a discounted rate compared to single-session prices, the refund for unused sessions may be calculated on a proportionate basis reflecting that discount. Any refund will be processed within 14 working days of the date we confirm the cancellation and the refund amount.

Sessions already delivered

No refund is due for a session that has already been delivered. Once we have provided the session (in person or online), the service has been consumed. If you are dissatisfied with the service you have received, please contact us so we can try to address your concerns (e.g. by offering a follow-up discussion or an additional short session where we consider it appropriate). We do not offer refunds for sessions that have been completed simply because the outcome did not meet your expectations, but we will listen to your feedback and, where appropriate, offer a follow-up or other remedy at our discretion. This does not affect your statutory rights (e.g. if the service was not provided with reasonable skill and care, you may have remedies under the Consumer Rights Act 2015).

Currency and payment method

All refunds are made in British Pounds (GBP). If you paid in another currency, the refund will be in GBP at the amount we received in GBP (or the GBP equivalent at the time of the original transaction, at our discretion). We are not responsible for any fees charged by your bank or payment provider (e.g. currency conversion fees or handling charges), and we cannot guarantee that the amount you receive in your local currency or account will equal the amount you originally paid after such deductions. Refunds are made to the same payment method used for the original transaction unless we agree otherwise (e.g. for fraud prevention or where the original method is no longer available).

Rescheduling

You may request to reschedule a session to a different date or time, subject to our availability. We will accommodate one reschedule per booking without charge if you give us the requested notice (as set out in "Cancellation by you" above). For example, if you booked a single session and need to move it, giving us at least 48 hours' notice will allow us to reschedule you once at no extra cost. Additional or repeated rescheduling may be subject to availability and, in some cases, a small administrative fee to cover our costs of reallocating and managing the schedule; we will communicate any such fee to you in advance and will not charge it without your agreement. If we reschedule at your request and you subsequently cancel the new date, our standard cancellation and refund terms will apply to the new date (i.e. we will treat the cancellation as of the new date and the notice period will be calculated from that date). If we are unable to accommodate a reschedule (e.g. due to lack of availability), we will treat your request as a cancellation and the refund terms above will apply if you had given the required notice.

Non-attendance or late arrival

If you do not attend a scheduled session (in-person or online) without prior notice, we will treat this as a cancellation without the requested notice. No refund will be given for the missed session, and if you have a multi-session package, the missed session may be counted as one of the sessions used. If you know in advance that you cannot attend, you must contact us as soon as possible so that we can try to reschedule or apply the cancellation terms. If you arrive late for an in-person session, we will do our best to use the remaining time productively, but we are not obliged to extend the session beyond the scheduled end time or to offer a refund or credit for the lost time. The session will end at the originally scheduled time. For online sessions, if you join more than 15 minutes late without prior agreement with us, we may treat the session as cancelled by you and our cancellation terms will apply (i.e. no refund and the session may be counted as used if part of a package). We will try to contact you if you have not joined at the scheduled time (e.g. by email or phone if you have provided those details) before treating the session as a no-show. If you have technical difficulties joining an online session, please contact us as soon as possible so we can try to resolve the issue or reschedule.

Force majeure

Neither party shall be liable for failure or delay in performing obligations (including delivering or attending a session) where such failure or delay results from circumstances beyond the party's reasonable control. Such circumstances may include but are not limited to: natural disaster (e.g. flood, earthquake, or fire); pandemic or epidemic; government action, regulation, or restriction (e.g. lockdown or travel ban); war, terrorism, or civil unrest; severe weather (e.g. storm, snow, or extreme heat) that makes travel or attendance unsafe or impossible; failure of public transport or utilities; or any other event that could not reasonably have been foreseen or avoided. In such cases, the affected party shall notify the other as soon as reasonably practicable. We will work with you to reschedule affected sessions to a mutually convenient time when the circumstances have passed, or to agree a fair refund (e.g. a full refund of any amount paid for sessions that could not take place). We will not be liable for any indirect or consequential loss arising from such events (e.g. loss of time or inconvenience). If force majeure continues for an extended period and rescheduling is not practicable, we will refund any amount paid for sessions that have not taken place, in full or in part as we reasonably consider fair in the circumstances.

Complaints and disputes

If you are unhappy with our handling of a cancellation, reschedule, or refund, please contact us using the details on our website. We will review your concern and respond within a reasonable time (typically within 14 working days). We aim to resolve complaints fairly and in accordance with this policy and applicable law. If we cannot resolve the matter to your satisfaction, you may have the right to refer the dispute to an alternative dispute resolution scheme or to the courts, as applicable. If you are a consumer in the UK, your statutory rights under the Consumer Rights Act 2015 and other consumer protection laws remain unaffected by this policy.

Changes to this policy

We may update this Return Policy from time to time. The current version will be published on our website at bryxemaroakhexei.ddd. We will indicate the date of the last update. Changes will apply to new bookings made after the date of the update. For existing bookings, the version of this policy in force at the time of booking will apply unless we agree otherwise in writing. If we make material changes that affect your rights or our obligations, we may notify you by a notice on our website or by email where we have your contact details and where appropriate. We encourage you to review this policy before each booking so that you are aware of the current terms.

Contact

For any questions about cancellations, rescheduling, or refunds, or to notify us of a cancellation or to request a reschedule, please contact us using the contact details (address, phone number, and email) provided on our website. We will respond as soon as practicable and will confirm any cancellation, refund, or reschedule in writing (e.g. by email) so that you have a clear record. Please quote your booking reference or the date and type of session when you contact us so that we can process your request quickly.