Refund Policy

This Refund Policy explains how Expert Nurse Witness Group handles refund requests relating to nursing expert witness services, deposits, payments on account, advance payments, report fees, cancellations and mistaken payments.

1. General Position

Refunds are considered on a case-by-case basis. Any refund will depend on the scope agreed, the work completed, the time reserved, the stage reached, the costs incurred and the reason for cancellation or refund request.

2. Deposits and Payments on Account

Deposits, payments on account and advance payments may be required before work begins. These payments reserve professional time and may cover initial administration, suitability review, conflict checks, preparation, document handling, record review and expert availability.

3. When Refunds May Be Reduced or Not Available

A refund may be reduced or not available where work has already started, records have been reviewed, preparation has been undertaken, expert time has been reserved, meetings or conferences have been arranged, court attendance has been reserved, travel arrangements have been made, or administrative work has been completed.

4. Cancellation by the Instructing Party

If an instruction is cancelled, postponed or materially changed after work has commenced, fees may be deducted for work already completed, time reserved, preparation undertaken, record review, administration, meetings, conferences, travel arrangements, third-party costs or other reasonable costs incurred.

5. Fixed-Fee Reports

For fixed-fee reports, payment may be required in full before work starts. If the instruction is cancelled after work has commenced, any refund will be assessed by reference to the work completed and the professional time already committed.

6. Court Attendance, Conferences and Urgent Work

Where expert availability has been reserved for court attendance, conferences, urgent work or fixed deadlines, cancellation charges may apply if the booking is cancelled at short notice or if the reserved time cannot reasonably be reallocated.

7. Mistaken or Duplicate Payments

If a payment is made in error, duplicated, or allocated to the wrong invoice, please contact us promptly with the payment reference, invoice number and case reference. Verified mistaken or duplicate payments will be reviewed and refunded where appropriate.

8. Refund Requests

Refund requests should be made in writing and should include the client name, invoice number, case reference, amount paid, date of payment and reason for the refund request. We may need time to review the work completed, time reserved and costs incurred before confirming whether a refund is due.

9. Payment Processing

Refunds, where agreed, will usually be made using the original payment method where possible. Any payment provider charges, bank charges, currency conversion costs or unrecoverable third-party fees may be deducted where applicable.

10. Relationship with Terms of Service

This Refund Policy should be read alongside the Terms of Service, agreed fee quotation, written instruction terms, payment terms and cancellation policy. Where separate written terms are agreed for a specific instruction, those terms may apply.