Refund & Cancellation Policy
Last updated: 01/09/2026 · Forms part of our Terms of Website Use & Sale
1. Guide Packs (Digital Content)​​​
Under UK consumer law, you normally have 14 days to cancel a digital content purchase and receive a refund. This right ends early once you begin downloading or accessing the content, provided you've given informed consent to this.
At checkout, you'll be asked to confirm you understand that guide packs are delivered instantly on purchase, and that once you download or access a pack, your right to a refund ends, in line with UK digital content regulations.
If you have not yet downloaded or accessed a pack, you may request a full refund within 14 days of purchase by contacting hello@first48hrs.co.uk.
If a file is corrupted, incomplete, or clearly not what you ordered, contact us and we'll replace it or refund you, regardless of whether it has been downloaded. This applies at any time, separately from the 14-day right above.
2. Concierge Services​​​
2.1 Guidance Call (£95)
​You may cancel or reschedule your Guidance Call free of charge with at least 48 hours' notice. Cancellations made within 48 hours of your booked time, or missed appointments, are non-refundable, as that time has been reserved specifically for you.
If you upgrade to Guided Support at any time, your £95 will be credited toward the cost of Guided Support.
2.2 Guided Support (£395)
You have a 14-day cooling-off period from the date of booking, during which you may cancel for a full refund, unless you've asked us to begin work within that period.
If work has already started, we may charge for the proportion of the service already provided, calculated fairly and reasonably based on what's been completed.
Individual check-in calls follow the same 48-hour cancellation window as the Guidance Call above.
2.3 Full Concierge (£1,450, capped at 15 hours)
The same 14-day cooling-off period applies as with Guided Support, with the same rule if work has already begun.
Full Concierge is capped at 15 hours of dedicated support. If your situation needs more time than this, we'll always agree any additional hours with you in advance and bill them separately, never without your knowledge.
Where your situation involves complex or contentious legal matters, we may recommend a warm handoff to an independent, vetted probate solicitor. This referral is separate from your Full Concierge fee and does not affect your refund rights under this policy.
3. How to Request a Refund
Email hello@first48hrs.co.uk with your order reference and the reason for your request. We aim to process eligible refunds within 5 working days, back to your original payment method.
4. A Note on Sensitivity
We recognise that anyone contacting us about a refund is very likely doing so during an already difficult time. We aim to handle every request with patience and without requiring lengthy justification, and we'll always try to resolve things fairly rather than relying strictly on the letter of this policy.