Last updated: May 2025
1. Overview
Contreras Production Office Ltd (“CPO”) provides professional services to the performing arts and events industries. Given the bespoke and time-sensitive nature of our work, our refund policy reflects the realities of project-based professional services, where significant resources and planning are committed on behalf of our Clients from the outset of an engagement.
This policy applies to all professional services provided by CPO, including production management, event production, consultancy, and any associated advisory services. It should be read alongside our Terms & Conditions.
2. Retainers & Upfront Fees
Where CPO requires a retainer or upfront fee prior to commencing work, this will be clearly stated in the relevant Engagement Letter. Retainers are non-refundable once work has commenced, as they represent compensation for time reserved and preliminary work undertaken.
If CPO has not yet commenced any work at the time of cancellation, retainers may be refunded in full at CPO's discretion, less any reasonable administrative costs incurred.
3. Cancellation by the Client
If a Client cancels an engagement, the following general principles apply, subject to any specific provisions in the Engagement Letter:
- Cancellation more than 60 days before project commencement — A refund will be issued for any fees paid in advance, less a cancellation administration fee of 15% of the total contracted fee and any committed third-party costs.
- Cancellation 30–60 days before project commencement — A refund of up to 50% of any advance fees paid may be issued, subject to assessment of work already completed and third-party commitments made.
- Cancellation fewer than 30 days before project commencement, or during an active engagement — No refund will be issued. The Client remains liable for all fees accrued to the date of cancellation and any irrecoverable third-party costs committed by CPO on the Client's behalf.
All cancellation requests must be made in writing. The date of cancellation is the date CPO receives written notice from the Client.
4. Cancellation by CPO
In the rare event that CPO cancels an engagement for reasons within CPO's control (and not as a result of the Client's breach or a force majeure event), CPO will refund all fees paid in advance by the Client in full. CPO's liability in such circumstances shall be limited to this refund and shall not extend to any consequential losses suffered by the Client.
5. Force Majeure & Circumstances Beyond Our Control
Where an engagement is cancelled or materially disrupted due to circumstances beyond either party's reasonable control — including but not limited to government restrictions, pandemic, natural disaster, or venue closure — refunds will be assessed on a case-by-case basis. CPO will use reasonable endeavours to recover costs already incurred and pass any recovered amounts to the Client, but cannot guarantee a full refund in such circumstances.
6. Disputed Invoices
If a Client disputes an invoice, they must raise the dispute in writing within 14 days of the invoice date, setting out the grounds for the dispute in reasonable detail. CPO will investigate and respond within 14 working days. Undisputed portions of an invoice remain payable in accordance with our standard payment terms.
7. Refund Process
Where a refund is agreed, it will be processed within 14 working days of the agreement being reached, using the same payment method as the original payment where practicable. CPO will not be liable for delays caused by banking or payment processing institutions.
8. Exceptions
The following are not eligible for refund under any circumstances:
- Third-party costs already incurred and confirmed on the Client's behalf (e.g. venue deposits, supplier bookings, travel and accommodation).
- Fees for work already completed and delivered to the Client's satisfaction.
- Costs arising from the Client's own breach of the Engagement Letter or these Terms.
- Administrative fees and processing charges.
9. Consumer Clients
Where CPO provides services to an individual acting outside the course of their trade, business, or profession, statutory consumer rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 may apply in addition to this policy. Nothing in this policy is intended to exclude or limit statutory consumer rights.
10. Contact Us
To raise a cancellation or refund request, or if you have any questions about this policy, please contact us via our website contact form or at info@cpouk.cc.
Contreras Production Office Ltd
Registered in England & Wales