Refund and cancellation policy

Eligibility and timing

Because our work is a professional service, refund eligibility depends on how much agreed work has begun. Request cancellation in writing at insights@instance-managercore.digital. A full refund is available for fees paid when cancellation arrives before the engagement starts and before we incur approved third-party costs.

After work starts, we may issue a partial refund for prepaid fees covering work not yet performed. Completed discovery, analysis, workshops, and deliverables already supplied are non-refundable. Purchased data, approved specialist services, travel bookings, and other committed materials are non-refundable where we cannot recover their cost.

Deposits, rescheduling, and no-shows

A proposal may require a deposit to reserve capacity. Unless that proposal says otherwise, a deposit is refundable before work starts, less unrecoverable approved costs. You may request one reasonable reschedule with at least three business days’ notice, subject to availability.

For a workshop or scheduled session missed without notice, the time is treated as delivered because capacity was reserved. We will consider illness, emergencies, and other exceptional circumstances fairly.

How refunds work

Send the engagement reference, reason for the request, and preferred contact details. We will acknowledge the request within two business days and confirm eligibility after reviewing completed work and committed costs. Approved refunds are initiated within ten business days to the original payment method. Bank processing may take additional time.

Cancellations by us

If we cancel work we cannot reschedule, we will refund prepaid fees for the affected undelivered services. Nothing in this policy limits rights that cannot be excluded under applicable consumer law. Specific signed engagement terms take precedence where they provide clearer or more favorable rights.