Cancellation & Refund Policy

1. Scope of this Policy

This Policy applies to all paid Services purchased from B2B Growth Hub Limited (“we”, “us”, “our”), including but not limited to:

• Exhibition stands, packages, and event sponsorships
• Awards entries, awards sponsorships, and award-night placements
• Programme advertising, event app placements, and digital advertising
• Promotional activations and on-site experiences
• Marketing, PR, content, and authority accelerators and bundles
• Speaking slots, panels, masterclasses, and hosted networking sessions
• Memberships, subscriptions, and recurring services
• Consulting, coaching, mentoring, and advisory engagements

Where a specific Service has its own bespoke terms set out in a signed engagement letter, order form, or supplier contract, the terms in that document take precedence over this Policy to the extent of any conflict.

2. Confirmation & Resource Allocation

As soon as your booking is confirmed and your first payment is received, we begin delivering value:

• Your dedicated account director is briefed and introduced.
• Specialist resources (designers, writers, producers, account team) are allocated to your engagement.
• Calendar slots, stand space, programme placements, and ceremony positions are reserved in your name.
• Pre-event marketing, content production, journalist outreach, and stakeholder co-ordination begin immediately.
• External commitments (printers, venues, talent, distribution partners) are placed on your behalf.

These costs are incurred by us at the moment of confirmation and cannot be unwound without loss. The non-refundability of Fees set out in Clause 3 reflects that economic reality.

3. Fees are Non-Refundable

• Where you decide not to attend, participate in, or otherwise use any Service you have booked.
• Where you cancel for reasons related to your own business circumstances, change of strategy, change of personnel, or change of mind.
• Where the outcomes you anticipated do not materialise for reasons within your control or outside our reasonable control.
• Where you elect to terminate a recurring subscription mid-term (we will stop future renewals, but Fees already paid for the current term are not refunded).
• Where third-party costs we have incurred on your behalf (venue, print, talent, advertising spend, software licences) are non-recoverable.

Any products, services, deliverables, content, introductions, or other benefits already accessed, received, or utilised under a booking are offset against the Fee when assessing any refund request that may be granted under this Policy.

4. Statutory Consumer Rights

Our Services are principally directed at businesses. Where you are dealing with us as a consumer(i.e. not in the course of a trade, business, craft, or profession) and you contract with us at a distance, you may have statutory cancellation rights under the United Kingdom Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the “Regulations”) or equivalent local consumer-protection law.

Where the Regulations apply:

• You may have the right to cancel within fourteen (14) days of contract conclusion without giving any reason.
• By requesting the Services to begin during the cancellation period, you agree that we may immediately commence performance, and you acknowledge that you will lose your right to cancel once the Services are fully performed.
• If you cancel during the cancellation period after performance has begun, you must pay us a proportionate amount for the Services provided up to the point of cancellation.
• The cancellation right does not apply to event tickets, event-based bookings, accommodation, transport, or other Services whose performance is tied to a specific date or period of performance (in accordance with Regulation 28).

Nothing in this Policy limits or excludes any statutory right you may have that cannot lawfully be limited or excluded.

5. Service Failure (Operator Non-Performance)

If we materially fail to deliver a Service for which you have paid, due to our own default (a “Service Failure”), you may be entitled to a remedy as follows:

• You must notify us in writing of the alleged Service Failure within thirty (30) days of the relevant event.
• We will be given a reasonable opportunity to investigate and, where possible, remedy the Service Failure (for example, by rescheduling, substituting an equivalent placement, or providing a service credit).
• If the Service Failure is confirmed and cannot be remedied to a reasonable standard, we will refund the Fee paid (or a fair pro-rata portion where part of the Service was delivered).
• Any VAT element will be refunded by way of a credit note and adjustment in accordance with applicable VAT rules.

No refund is payable under this Clause where the failure is attributable to: (a) your failure to engage, respond, attend, or provide requested information or content; (b) any suspension or termination caused by your breach of our Terms; or (c) any circumstance described in Clause 8 (Force Majeure).

6. Event Cancellation by Us

Where we cancel a physical or virtual event, masterclass, ceremony, or programme for reasons within our control, we will at our sole discretion either:

• Reschedule the event and honour your booking for the rescheduled date;
• Substitute an equivalent placement at a comparable event in the next 12 months;
• Issue a service credit equal to the Fee paid, redeemable against any future Service within 12 months; or
• Refund the Fee paid, in our sole discretion.

Where an event is cancelled, postponed, or materially modified for reasons outside our control (including those listed in Clause 8 below), Clause 8 applies instead of this Clause.

7. Memberships & Subscriptions

Memberships and subscriptions (including Growth Hub Member, Authority Member, and Enterprise Partner) are recurring services. The following terms apply:

• Activation. All membership benefits — including catalogue-tier discounts, early-access booking, AI advisor access, curated introductions, and content access — activate immediately on confirmation of your first payment.
• Auto-renewal. Memberships renew automatically at the end of each term (annual or monthly) at the then-current rate, unless cancelled in your account or by email at least seven (7) days before the renewal date.
• Cancellation. You may cancel at any time. Cancellation stops the next auto-renewal but does not refund Fees paid for the current term. You retain access to your tier for the remainder of the paid period.
• Downgrades and upgrades. Upgrades take effect immediately with a pro-rata charge. Downgrades take effect at the next renewal date.
• Annual vs monthly. Annual subscribers receive a discount versus the equivalent monthly rate in exchange for the longer commitment. Annual Fees are not refunded mid-term if you cancel early; the discount reflects the term commitment.

8. Force Majeure

Neither party is liable for failure to perform any obligation, or for delay in performance, caused by events beyond reasonable control (including acts of God, natural disasters, pandemic, epidemic, war, terrorism, civil unrest, industrial action, government action, venue or third-party-supplier failure, utility or telecommunications failure, or any other Force Majeure event). Where a Force Majeure event prevents an event or Service from going ahead, we will offer a reschedule, a service credit, or an alternative equivalent placement in our sole discretion. No refund is payable under this Clause unless we determine otherwise in writing.

9. Transfers, Substitutions & Credits

In place of a refund, we may at your request consider:

• Date transfer. Moving your booking to a comparable later event or programme within twelve (12) months, subject to availability and any difference in Fee.
• Attendee or buyer substitution. Allowing another colleague from the same organisation to take your place, provided you give us reasonable notice.
• Service credit. Issuing a credit note equal to the unused portion of your Fee, redeemable against any other Service within twelve (12) months.
• Switch within suite. Switching your booking to a different Service of equivalent or lesser value within the same family (for example, swapping an exhibition package for a marketing accelerator).

These options are offered at our sole discretion and are not contractual entitlements. We will be reasonable in considering any such request.

10. How to Request a Refund or Cancellation

All refund and cancellation requests must be submitted in writing to hello@b2bgrowthhub.com with the following information:

• Your full name, company, and contact details.
• The booking reference, invoice number, or order ID.
• The Service(s) to which the request relates.
• The reason for the request, with relevant supporting information.
• Whether you are requesting a refund, a credit, a transfer, or a substitution.

We aim to acknowledge requests within two (2) business days and to provide a substantive response within ten (10) business days. Refunds, where granted, are processed within fourteen (14) business days of approval to the original payment method used.

11. Disputes

If you are not satisfied with the outcome of your request, please follow the dispute resolution process set out in our Terms & Conditions, Section 24. You are entitled to seek independent legal advice. This Policy and any dispute arising under it is governed by the laws of England and Wales, without prejudice to any mandatory consumer rights you may have under the local law of your habitual residence.

12. Contact Us

Company Registration Number: 13818816 · Registered in England & Wales.