Refund Policy

Khupe Legal Services Trading as KTRIO Consultancy

1. Purpose and Overview

This Refund Policy outlines the conditions under which KTRIO Consultancy will consider and process refund requests. As a specialist consultancy supporting clients across multiple
stages of their business and regulatory setup, our service offerings often consist of phased, high-value deliverables, including:

Strategic consultancy and business planning
Staff recruitment support
Website and document development
Registration assistance for regulatory bodies (e.g., CQC, Ofsted, CIW, CI)
Tender writing and submission support

We are committed to high-quality, transparent service delivery. Where refund requests arise, this policy ensures they are managed fairly, in good faith, and based on the actual value of
services rendered, outcomes used, and work remaining.

2. Scope

This policy applies to all KTRIO Consultancy clients who have entered into any written
agreement, signed service schedule, invoice, or quotation for:
Staged or fixed-fee consultancy packages
Custom projects (e.g., full registration support)
Ad hoc services such as policy creation, compliance audits, tender submissions, and
interview preparation

3. General Principles

Refunds are not automatic and will only be considered after evaluating the services provided
and client conduct.
No client may claim a full refund after 14 calendar days from the start of service delivery.
After this period, only partial refunds may be assessed based on work completed.
Once services have started, KTRIO reserves the right to retain reasonable fees to reflect:
Time spent
Deliverables created
Specialist knowledge applied
Third-party or administrative costs incurred
Clients must raise issues promptly and not delay engagement with the resolution process.
We reserve the right to decline refund claims based on client omissions, eligibility
misjudgement, or failure to cooperate.

4. Eligibility for Refund Consideration

Refunds will only be considered where the following conditions apply:
A formal complaint has been submitted in line with our Complaints Policy.
The client has provided all requested documentation and communication to assist in
resolution.
There is a demonstrable shortfall in service delivery when measured against the
agreed scope of work.
The client has not contributed to delays or failure in outcome through inaction,
misinformation, or absence of cooperation.

5. Important Client Responsibilities (No Grounds for Refund)

a) Regulatory Registrations (CQC, Ofsted, CIW, CI)
We support clients applying to regulatory bodies, but these bodies have strict eligibility
criteria for key personnel such as Registered Managers and Nominated Individuals. It is the
client’s sole responsibility to ensure their proposed individuals:
Meet the required qualifications and experience
Have suitable character and background checks
Are eligible under that regulator’s framework

KTRIO does not assess or verify personnel eligibility, and no refunds will be issued if a
registration fails due to the ineligibility of the client’s proposed personnel.
b) Tender Writing
We support clients in writing and submitting tenders. However, it is the client’s responsibility
to:
Review the full tender brief and eligibility criteria
Disclose any known exclusions, disqualifications, or compliance risks
Confirm their own capacity to deliver if the bid is successful
Once a tender has been written or submitted, refunds will not be considered where the client
later realises, they are ineligible or non-compliant due to their own oversight.

6. Multi-Stage Project Considerations

Many of our services are delivered across clearly defined phases. Should a dispute or
dissatisfaction arise partway through a project, we will:
Review the engagement and all related documentation
Evaluate completed vs outstanding work
Deduct the value of all completed and partially completed phases
Offer a refund only for undelivered portions of the service, if eligible
Example:
A client pays £2,500 for a four-stage CQC registration support package. If three stages
(valued at £1,875) have been completed and only the final support call remains, the
maximum eligible refund would be £625, minus any partially delivered elements or costs
incurred.

7. Refund Calculation and Method

If a refund is deemed appropriate:
1. The total contract will be broken down by phases or service elements

2. Each element will be assigned a value based on the quotation or standard rates.

3. Completed and partially completed phases will be deducted.

4. Any third-party or non-refundable costs will also be deducted.

5. The resulting amount, if any, will be refunded to the client.
Refunds will be issued via the original payment method or by bank transfer and processed
within 14 working days of the final decision.

8. Timeframe for Refund Requests

Refund requests must be submitted:

Within 14 calendar days to be eligible for a full refund (if no substantial work has
started)

Within 30 calendar days of the concern being raised

No later than 60 calendar days from the final service delivery date
Requests made outside this window may not be considered unless in exceptional and
documented circumstances.

9. Appeals and Final Decision

If you are dissatisfied with a refund outcome, you may appeal in writing to our Compliance
Lead, who will review the decision impartially. Their decision will be final within KTRIO’s
internal process.
Where necessary, unresolved complaints may be referred to an external ombudsman or
dispute resolution body.

10. Contact

For all refund-related queries, please contact:
Email: info@ktrioconsultancy.co.uk

Postal Address: KTRIO Consultancy, Richmond House, Redvers Close, Leeds,
England, LS16 6QY