Refund & Cancellation Policy

Application of this Policy

This policy applies unless a signed proposal, statement of work, or service agreement contains different cancellation or payment terms. Where an engagement document contains specific terms, those terms control for that engagement.

Before Work Begins

A client may request cancellation before scheduled work begins. If payment has been made and no substantive preparation, reserved time, third-party cost, or project work has occurred, the eligible amount may be refunded. Processing charges or nonrecoverable costs may be deducted where permitted and disclosed.

After Work Has Begun

Once work has begun, fees attributable to completed work, preparation, analysis, meetings, documentation, reserved consulting time, and approved expenses are not refundable. If a prepaid project is canceled before completion, the company will determine the value of work performed and return any remaining eligible balance, subject to the applicable agreement.

Project Deposits and Initial Payments

An engagement may require an initial payment to reserve time and begin preparation. Whether that payment is refundable will be stated in the proposal or invoice. When no separate statement is provided, the portion applied to completed work and committed time is not refundable.

Monthly Consulting

Ongoing monthly consulting may be canceled according to the notice period stated in the engagement agreement. Fees for an active billing period are generally not refundable after consulting availability has been reserved or services for that period have begun. Cancellation prevents future renewal after the required notice period.

90-Day Program

The 90-Day Workflow Optimization Program reserves consulting capacity across a structured period. Cancellation after the program begins does not create an automatic right to a full refund. Any eligible balance will be calculated after accounting for completed stages, reserved capacity, delivered materials, meetings, preparation, and nonrecoverable commitments.

Client Delays

If work is delayed because required information, access, approvals, or client participation are not provided, the project may be rescheduled. Extended delay may be treated as a client-requested pause or cancellation under the engagement agreement. Completed work and reserved time remain payable.

Rescheduling

Meeting rescheduling requests should be made as early as reasonably possible. Repeated changes or requests made with insufficient notice may affect the project schedule and may result in a rescheduling charge if stated in the engagement terms.

Company Cancellation

If the company cancels an engagement and cannot provide the remaining agreed services, the client will receive a refund of prepaid fees allocable to undelivered work, after accounting for work already completed and authorized nonrecoverable expenses.

How to Request a Cancellation or Refund Review

Requests must identify the client, engagement, invoice or payment, reason for the request, and relevant dates. Requests are reviewed against the accepted scope, work completed, time reserved, deliverables provided, and applicable agreement. Approved refunds are returned through a reasonable available payment method and may require processing time.