1. Overview

We aim to run a fair and transparent refund process. Because consulting and advisory services require reserved time and, in many cases, custom analysis, refund eligibility depends on timing, delivery status, and the type of service purchased.

2. Diagnostic Sessions and Single Appointments

For a one-time diagnostic session or a single booked appointment:

• Cancel 48+ hours before the scheduled start time: eligible for a refund of the session fee, minus any non-refundable processing fees charged by payment providers (if applicable).
• Cancel 24–48 hours before: eligible for a credit toward rescheduling (one-time credit, valid 60 days), rather than a refund.
• Cancel less than 24 hours before or no-show: not eligible for a refund or credit.

3. Rescheduling

You may request to reschedule if you contact us in advance. If you reschedule with adequate notice (generally 24+ hours), we will make reasonable efforts to find a new time. Repeated rescheduling may require rebooking under new availability.

4. Packages, Multi-Session Programs, and Workshops

For multi-session packages or workshops (live or virtual):

• Unused sessions may be refundable only if we have not begun delivering the package and no custom work has started.
• Once a package begins (first session delivered or preparatory work initiated), refunds are typically not available; unused sessions may be eligible for rescheduling within a reasonable timeframe.
• For cohort workshops or scheduled programs, cancellation windows may be stricter due to seat reservations and scheduling constraints.

5. Project-Based Consulting (Statements of Work)

For project engagements (e.g., operating model redesign, diagnostic audit + roadmap, infrastructure modeling, resource planning), refund and termination terms are governed by the signed statement of work or engagement letter. If a project is terminated early, fees already incurred for time and delivered work remain payable.

6. Custom Deliverables and Partial Delivery

Many deliverables are customized (e.g., tailored assessments, reports, diagrams, operating model artifacts). Once custom work begins, a refund may be unavailable even if full delivery is not complete, because the work product has been materially created for your organization.

7. Digital Materials and Downloadable Content

If you purchase digital content (templates, downloads, recordings, or documents), refunds are generally not available after access is delivered, except where required by law or where a technical issue prevented access and we cannot reasonably resolve it.

8. Payment Disputes and Chargebacks

If you initiate a chargeback or payment dispute, we may pause services and delivery until the matter is resolved. We encourage contacting us first, as disputes can delay resolution and may result in additional administrative steps. Fraudulent or abusive chargeback activity may lead to refusal of future services.

9. How to Request a Refund

To request a refund or cancellation, send a written request that includes: your name, the service purchased, the date/time (if applicable), the payment reference (if available), and the reason for the request. We may ask follow-up questions to confirm eligibility.

10. Processing Time

If approved, refunds are typically processed within 5–10 business days, depending on payment method and provider timelines. Processing fees charged by third-party payment processors are generally non-refundable.

11. Exceptions and Legal Rights

Nothing in this policy limits any statutory rights you may have under applicable consumer protection laws. Where the law requires a refund, we will comply. Where the law allows discretion, this policy governs.

12. Updates to This Policy

We may update this policy from time to time. The most current version will be posted on this page with an updated effective date.