Refund and Cancellation Policy

Sustain Specialists provides automated carbon reporting services, sustainability and environmental consultancy services, and digital reports and disclosures generated based on information submitted by clients.

Because our services are customised and rely on client-provided data, specific refund conditions apply.

• All services must be paid for in full before delivery begins.
• Payments are processed securely via Stripe.
• All prices are displayed in GBP (£) unless otherwise stated.

You are eligible for a full refund only if:

• payment has been successfully completed, and
• the assessment form, disclosure form, or questionnaire required to deliver the service has not yet been submitted.

Once the assessment form, disclosure form, or questionnaire has been submitted, the service is deemed to have commenced.

From this point onward, no refunds will be issued under any circumstances, regardless of whether:

• a report has been generated
• expert review has started
• the service is partially completed

Submission of the required form marks the point at which processing begins.

If you wish to cancel your order before submitting the assessment or questionnaire, you must contact us immediately at:

Where cancellation is confirmed prior to submission, a full refund will be issued.

Once the assessment form or questionnaire has been submitted:

• the service cannot be cancelled
• no refund will be provided

Access to the client portal will remain available for the purchased access period.

Services include twelve (12) months of access from the purchase date unless otherwise stated.

Renewal is optional.

Payments made for completed access periods are non-refundable.

Refunds are not provided for:

• dissatisfaction with report outcomes
• unsuccessful tenders or contract bids
• changes in business circumstances
• buyer or regulator feedback
• misunderstanding of reporting frameworks

We do not guarantee any commercial, procurement or regulatory outcomes.

If you experience any issues with your purchase, please contact us first so we can assist you promptly.

Where a payment dispute or chargeback is raised after submission of the assessment or questionnaire, we reserve the right to contest the dispute using platform records, timestamps and system logs.

We may update this Refund and Cancellation Policy from time to time.

The most current version will always be available on our website.

For any questions regarding refunds or cancellations, please contact: