Eligibility and request timeframe
Because our services reserve practitioner time and produce bespoke analysis, refund eligibility depends on work completed and costs committed. Send a written request to hello@relayflowbase.digital within 14 calendar days of the relevant payment, explaining the engagement and reason for the request. This period does not create a right to refund work already delivered.
If we cancel a service and cannot offer a suitable reschedule, fees paid for the undelivered portion will be refunded in full.
Full and partial refunds
A full refund may be available before work starts when no reserved workshop falls within the cancellation period and no approved non-recoverable cost has been committed. A partial refund may be available after work begins, calculated from fees paid less completed analysis, preparation, meetings, reserved time that could not reasonably be rebooked, and approved third-party costs.
Completed workshops, delivered reports, used advisory hours, completed data reviews, and accepted milestones are non-refundable. Purchased research access, specialist bookings, or materials acquired specifically with client approval are also non-refundable where the cost cannot be recovered.
Deposits and cancellations
A proposal may require a deposit to reserve project capacity. Unless that proposal states otherwise, a deposit is refundable only before work begins and when cancellation is received at least 10 business days before the reserved start. After that point, it may be applied to preparation and unavailable capacity.
For ongoing advisory, cancellation applies from the next billing period when written notice is received before that period begins. Fees for the current period remain due, while unused prepaid future periods are refundable.
Rescheduling and no-shows
Workshops and working sessions can normally be rescheduled once without charge when at least two business days’ notice is given. Later requests may be treated as delivered if the reserved time cannot be rebooked. We will make reasonable exceptions for emergencies.
If client attendees do not join within 20 minutes and have not contacted us, the session is considered a no-show and is non-refundable. We may offer a new time at the applicable session fee.
Process and timing
We will acknowledge a refund request, review the proposal, work record, and recoverable costs, and explain the decision. Approved refunds are initiated within 10 business days. Your bank or payment provider may need additional time to credit the funds.
Refunds are returned to the original payment method where feasible; otherwise we will agree a secure alternative in the same currency. Processing fees withheld by a bank may be deducted only where they are non-recoverable and legally permitted. Exceptions required by law remain unaffected.