Refund Policy

Refund principles

This policy explains how we handle cancellations, refunds, and adjustments for services. Specific engagements may include customized payment and cancellation terms that supersede this policy.

1. Project kick-off definition. Kick-off occurs when the engagement is confirmed and work begins, such as initial discovery sessions or access provisioning. After kick-off, we allocate capacity and begin delivery activities.
2. Deposits. If a deposit is required, it reserves delivery capacity and scheduling. Deposits are generally non-refundable after kick-off due to committed time and planning.
3. Pre-kick-off cancellations. If you cancel before kick-off, fees paid may be refundable subject to administrative processing. Any non-recoverable third-party costs incurred may be deducted.
4. Milestone-based engagements. If an engagement is billed by milestones, completed milestones are not refundable once delivered. Unstarted milestones may be eligible for adjustment depending on notice timing.
5. Time-and-materials engagements. For time-and-materials work, invoiced time reflecting work performed is not refundable. We will provide reasonable documentation of work periods upon request.
6. Retainers. Retainers cover reserved availability and ongoing advisory access. Unused retainer time within the active period may be handled as described in the engagement terms.
7. Unused retainers. If a retainer is cancelled and unused time remains, we may apply a pro-rated adjustment subject to the engagement’s notice requirements. Reserved capacity already scheduled may reduce the refundable portion.
8. Rescheduling. When possible, we prefer rescheduling over cancellation to preserve momentum and reduce waste. Rescheduling terms depend on lead time and resource commitments.
9. Workshops and sessions. Workshops require preparation and dedicated time. Late cancellations may be non-refundable if they prevent reallocation of the scheduled slot.
10. Client delays. If delivery is delayed due to missing inputs or access, timelines may shift and capacity may be rebooked. Refunds are not provided for delays caused by client-side constraints.
11. Quality concerns. If you believe deliverables do not meet the agreed scope, notify us promptly and specifically. We will make reasonable efforts to address issues within the contracted scope.
12. Revision window. Engagements may include a defined revision period. Requests submitted after the revision window may require additional fees or a new scope.
13. Scope alignment. Refunds are not a substitute for change requests. If you need a different outcome than originally scoped, we handle that through change control, not refunds.
14. Third-party costs. Third-party tools, subscriptions, or pass-through expenses are generally non-refundable. Any refunds from third parties are subject to their policies, not ours.
15. Partial refunds. Where a refund is applicable, it is typically calculated pro-rata for undelivered work. We may also deduct reasonable administrative and processing costs.
16. Payment method. Refunds, if issued, are returned through the original payment route when practical. Timing depends on payment processors and financial institutions.
17. Chargebacks. We encourage resolving billing disputes through direct communication first. Unjustified chargebacks may pause service and trigger documentation to contest the dispute.
18. Termination for cause. If an engagement ends due to material breach, remedies follow the engagement terms. Refund eligibility depends on which party breached and what work was delivered.
19. Force majeure. If performance is prevented by external events beyond control, we may pause work and adjust delivery. Refunds, if any, focus on truly undelivered portions of the scope.
20. Credits. In some situations, we may offer credits toward future work instead of refunds. Credits preserve value while keeping scheduling practical for both sides.
21. Refund requests. Requests must be submitted in writing through our standard business communication channels. Include engagement details, reason for request, and relevant context to expedite review.
22. Decision timeline. We review refund requests promptly and respond within a reasonable period. Complex engagements may require additional time to validate delivery status and costs.