Eligibility
A refund is available for a confirmed paid seat on Cohort Atelier, Signal Desk, or Grid Residency, subject to the timeframes below. Complimentary alumni critiques, journal essays, and unpaid prospectus notes are not purchases and have nothing to refund. If your organisation paid, the refund returns to that organisation’s account unless they instruct otherwise in writing.
Timeframe
Write to us no later than 14 days after the invoice was paid if you have not yet attended a live seminar or, for Signal Desk, not yet used the desk call. After the first live seminar of a room, a full refund is no longer the default. Consumers in the United Kingdom may have additional cooling-off rights for distance contracts; where those rights are stronger than this notice, they apply.
Full or partial refund
Full refund: you cancel in writing within 14 days of payment and before any live teaching or desk call. Partial refund: you cancel after the first seminar but before week five of Cohort Atelier; we retain 35% for the seat we could not honestly resell, and return the rest. After week five, teaching is treated as substantially provided. Grid Residency: if you cancel more than 21 days before the Logan week, we refund minus a £400 materials hold; inside 21 days, lodging we have already committed may be non-recoverable and will be itemised.
Non-refundable items
Travel you booked to Logan, hotels, and meals outside the residency lunches we list. Printed workbooks already dispatched cannot be returned for hygiene and confidentiality; we may offer a digital replacement instead of money. Seats ended for breach of the conduct rules in the terms are not refunded.
Process
Email info@identitycachegrid.digital with the subject line “Refund” and the invoice number. Tell us whether the whole seat should be withdrawn or a colleague should take it. We will confirm in writing within five working days. Do not send card numbers.
Processing time and method
Approved refunds leave our account within 14 working days of the confirmation email. We return money by the same method we received it: United Kingdom bank transfer where we were paid that way, or the original card settlement if a processor was used off-site. International transfers may take longer at the receiving bank; we cannot control that last mile.
Cancellation by the house
If we cancel a room — tutor illness without a substitute, or fewer than six confirmed seats for a live Atelier — you may move to the next dated room or take a full refund, including residency materials holds. We will not offer a substitute coupon with an expiry designed to pressure you.
Exceptions
If a visa refusal prevents travel to a Grid Residency, send the refusal letter; we will move you to a remote clinic sequence or refund minus unrecoverable venue costs we can document. Force majeure that closes Logan (flood, public-health order) is treated as a house cancellation. Disputes follow the governing law in our terms.
Contact for refund requests
Identitycachegrid, 83 Union Terrace; Logan; DG9 5BU; United Kingdom. Telephone 079 7024 1624. Email info@identitycachegrid.digital.