Refunds and cancellation
Last updated 18 August 2026. How money returns, when it does not, and how to ask. This site does not take payment; these rules apply to invoices we issue after a confirmation letter.
Eligibility
A full refund is available if you cancel in writing before the first live session of a cohort, or, for Signal Desk, before we send the recording library link. After access begins, eligibility narrows as set out below. Consumer cooling-off rights under the Consumer Contracts Regulations may also apply where you enrolled at a distance as a consumer in the United Kingdom; those rights run for fourteen days from the confirmation letter unless you ask us to start the programme immediately and acknowledge that you lose the cooling-off once delivery starts.
Timeframe
Write to info@service-packetcore.digital from the email on the invoice. We acknowledge within two working days. Approved refunds are instructed within fourteen days of that approval. Bank timing after our instruction is outside the studio.
Full or partial
Instrument Bench: full refund if you withdraw before week one; fifty percent if you withdraw after week one and before week three; none thereafter, because the remaining weeks are a live room we cannot restock. Signal Desk: full refund if the library has not been opened (we can see first play); none after first play, except where recordings are unusable for more than ten consecutive days and we cannot supply a copy. Atelier Year: the Instrument Bench portion follows the rule above; unused private critiques are refunded pro rata at 1/11 of the mentored surplus if you cancel before the sixth private session. After the sixth, the mentored surplus is non-refundable.
Non-refundable items
Travel you booked for a London lunch or Mattingley half-day. Vendor licences. A private desk quote that you accepted in writing and for which we declined other work in the same weeks — unless we cancel. Tokens of hospitality (lunch) already taken. Office-hour credits already used.
Process
State the programme, the invoice number, and whether you seek a full or partial return. If the request is about quality, describe the session or recording. We may offer a seat in the next cohort instead of money; you may refuse that and stay on the money path if you are otherwise eligible. We will not require you to complete a survey as a condition of a refund you are already owed.
Processing time and method
Refunds go back by the same method as the invoice payment (bank transfer in pounds sterling unless the original payment was in another agreed currency). We do not refund in store credit. We do not refund in cash at the studio door. Expect the fourteen-day instruction window plus your bank’s clearing.
Cancellation by the studio
If a cohort falls below seven students we cancel. You receive a full refund or a transfer to the next dated room, at your choice. If a tutor is ill, we reschedule; if we cannot reschedule within six weeks, you may take a full refund of unused weeks.
Exceptions
We may refuse a refund where materials were shared in breach of the terms of study, where production data was uploaded against instruction, or where the request is made after the programme has fully ended. Statutory rights for a service not provided with reasonable care remain. Death, serious illness, or a documented call-up that makes attendance impossible will be treated with discretion even after week three; write to us. Discretion is not a promise of a particular percentage.
Contact for refund requests
Service Packetcore, 2 Worthy Lane; Mattingley; RG27 1WS; United Kingdom. Email info@service-packetcore.digital. Telephone 079 5189 6232. Put “Refund” in the subject line so it is not read as a new enrolment.