When the fee comes back, and when it does not.

The fee buys an adviser’s time and analysis, not a product that can be sent back. So there is one question that decides a refund: has an adviser started reading your statements?

Before they have, nothing has been used and you get the whole fee back. Once they have, the work exists whether or not you want the answer it produced, and the table below applies.

“At Finwisor’s discretion” means we look at how much of the work was done before you asked, and we tell you the reasoning rather than just the number.

Email hi@finwisor.com with your order reference, which is the code shown on screen after you paid and in your receipt. That reference is how we find your engagement, so quoting it gets you an answer faster than describing the payment.

You do not need to give a reason. We will ask whether an adviser has started on your file, and we answer that from our own records, not from memory.

We will tell you within 3 working days whether a refund is approved. Approved refunds go back to the method you paid with, and never to a different account, because that is how a refund stops being a route for fraud.

Once we initiate it, the money typically reaches you within 5 to 7 working days. The last leg of that is your bank rather than us, so it can vary, and we will give you the gateway’s refund reference so you can chase it if it does not arrive.

If we cannot do the work, the fee comes back in full regardless of anything above. That covers an adviser being unavailable, us being unable to read what you have sent and unable to get a usable version from you, or our deciding that what you need sits outside what this engagement can honestly provide.

We would rather return a fee than deliver an analysis we do not stand behind.

If you were charged twice for the same engagement, the second charge is refunded in full. You do not need to ask, though telling us gets it done sooner.

If a payment failed but the money left your account, it was never captured by us and your bank releases it on its own, usually within 5 to 7 working days. If it has not come back after that, write to us with the date and amount and we will trace it with the gateway.

This page forms part of our Terms of Engagement.