1. General Principles
Our services involve time-based consulting, planning, and production work. As a result, refund eligibility depends on whether work has started, the type of service purchased, and the stage of delivery. We aim to be fair and transparent while protecting the time already allocated and performed.
If you believe a deliverable does not match the agreed scope, we encourage you to request clarification or revisions first. In many cases, issues are resolved by aligning expectations, refining requirements, or completing minor adjustments.
2. Subscription & Retainer Services
For monthly subscriptions or retainers, you may cancel future renewals at any time. Cancellation stops the next billing cycle from renewing. Current billing periods are typically non-refundable because we reserve capacity, schedule work, and begin execution immediately.
If you request cancellation within the first 72 hours of a new billing cycle and no substantive work has started (including onboarding, setup, or deliverable production), we may issue a discretionary refund for that cycle. If any substantive work has begun, we may instead offer a partial refund or credit based on the portion of work not yet performed, at our reasonable discretion.
If service access is delayed due to missing inputs, permissions, or approvals from your side, the billing cycle continues as scheduled. We can reschedule tasks where possible, but unused time resulting from client delays is not automatically refundable.
3. One-Time Projects
One-time projects (such as a structured documentation overhaul, a reporting pack, or a presentation build) are billed as a fixed scope or milestone plan. If you cancel before work begins, you may be eligible for a refund minus any non-recoverable processing costs.
If you cancel after work begins, refunds are generally prorated based on completed milestones, hours performed, and deliverables already produced. Any delivered work and in-progress work substantially complete may be considered earned and non-refundable.
If you are unhappy with progress, we strongly prefer to correct course via a scope review, timeline adjustment, or revision pass rather than cancellation.
4. Trials, Pilots & Diagnostics
If a free or discounted diagnostic is offered, it is provided as a limited evaluation. If paid onboarding or a paid pilot is purchased, it may be refundable only if requested promptly and before meaningful work begins.
Where a trial includes active consulting time, any time already used is not refundable. If you discontinue during a trial period, we may provide a summary of findings completed to date instead of a refund.
5. Non-Refundable Items
The following are typically non-refundable: (a) work already delivered, (b) hours already used, (c) expedited or rush fees once production starts, (d) third-party costs paid on your behalf, (e) licensing purchases, and (f) custom materials prepared specifically for your organization when cancellation occurs after production begins.
6. Chargebacks
If you initiate a chargeback without first contacting us to resolve the issue, we may pause services and restrict access to deliverables until the dispute is resolved. We reserve the right to provide documentation, timelines, and evidence of services rendered to the payment processor.
7. How to Request a Refund
To request a refund, provide: your business name, the service purchased, the purchase date, the reason for the request, and any supporting details. We may ask follow-up questions to assess scope alignment and work completion status.
Approved refunds are issued back to the original payment method where possible. Processing timelines depend on your payment provider.