Before work begins
You may cancel a consultancy engagement in writing before work begins. Any amount paid will be refunded in full, less non-recoverable third-party costs that you approved in advance. Refund requests should include the proposal reference and payment details.
After work has started
If you cancel after analysis, workshops or preparation have begun, we will calculate a partial refund for the uncompleted portion. Completed time, delivered work and approved committed costs are non-refundable. We will provide a clear breakdown rather than automatically retaining the full project fee.
Deposits
A proposal may request a deposit to reserve a review window. The deposit is fully refundable when cancellation reaches us at least five working days before the agreed start. Within five working days, it may be retained only to cover reserved time we cannot reasonably rebook and work already completed.
Rescheduling and missed sessions
You may reschedule a workshop or findings session once without charge by giving two working days' notice. With less notice, or for a no-show, up to the booked session fee may be charged. We will waive that charge for reasonable emergencies where possible.
Cancellation by us
If we cannot deliver the agreed service, you may choose a suitable new date or receive a full refund for the undelivered work. If an engagement is ended because required access or client input remains unavailable, the partial-refund approach above applies.
Processing a refund
Email hello@releaseenginebase.digital within 14 days of cancellation or the relevant issue. We will respond within five working days. Approved refunds are sent to the original payment method within 10 working days; your bank may take additional time to show the credit.
Exceptions
No refund is due merely because a professionally prepared analysis does not support a preferred conclusion or guarantee a release outcome. Nothing in this policy limits statutory rights or remedies where services were not provided with reasonable care and skill.