Refund & cancellation policy
This policy applies to Systemalderhub professional engagements such as planning projects, assessments, tabletop exercises, and advisory retainers.
Eligibility
Refunds apply to fees paid directly to Systemalderhub for cancelled or adjusted engagements under the conditions below. Informational website pricing is not a purchase.
Timeframe to request
Refund requests should be emailed to hello@systemalderhub.click within 14 days of the event giving rise to the request, or as stated in your engagement letter if that letter sets a different window.
Full refunds
A full refund of prepaid fees is available if we cancel an engagement for reasons within our control and no substitute date is mutually agreed.
Partial refunds
If you cancel a multi-week planning project after discovery has begun, we may retain fees for completed work and a reasonable scheduling charge, and refund the unused balance. Completed deliverables already issued are non-refundable.
Non-refundable items
Fees for work already delivered (written plans, assessment reports, exercise summaries), third-party facility costs booked at your request, and advisory hours already consumed are non-refundable.
Deposits
Project deposits secure calendar time. Deposits are refundable in full if you cancel at least 10 business days before the agreed start date. Later cancellations forfeit the deposit unless we rebook the slot with another client for the same period.
Rescheduling
You may reschedule a tabletop exercise or on-site day once at no charge with at least five business days’ notice. Later changes may incur a rescheduling fee of up to 20% of the session fee.
No-shows
Failure to attend a booked exercise or workshop without notice is treated as a late cancellation; the session fee is due in full.
Work already started
Once interviews, console reviews, or drafting have started, fees reflect progress to date. We will provide a brief statement of work completed when calculating any partial refund.
Purchased materials
We do not sell physical products. Any materials we prepare for your engagement remain covered under the engagement letter and this policy’s non-refundable deliverable rules.
Refund process & timing
Approved refunds are processed to the original payment method within 14 business days of written approval. Bank timelines may add additional days.
Advisory retainers
Monthly retainers are billed in advance. Unused hours do not roll over unless agreed in writing. Cancellation requires 30 days’ notice; the current month’s fee is non-refundable once the period has begun.
Contact
Refund and cancellation requests: hello@systemalderhub.click, 0415018214.