Before work begins
You may cancel in writing before the agreed start date. Unless your proposal states otherwise, fees paid for work not started are refunded in full, less any non-refundable third-party costs that you approved in advance.
Work already started
After work begins, you remain responsible for time completed, agreed discovery and any approved external cost. A partial refund may be available for the unused portion of prepaid fees. Completed workshops, delivered analysis and purchased specialist data or materials are non-refundable.
Deposits
A proposal may require a deposit to reserve capacity. It is refundable when cancellation is received more than 10 working days before the start date. Within 10 working days, we may retain the reasonable amount needed to cover reserved capacity and committed costs, with the balance returned.
Rescheduling and no-shows
We will normally reschedule a workshop once without charge when given at least two working days’ notice. Late changes may incur reasonable preparation or travel costs. If attendees do not join an agreed session without notice, that reserved time may be treated as delivered.
Service concerns
Tell us promptly if work does not match the agreed scope. We will first seek to correct or reperform the affected work. Where that is not reasonable, we may offer a proportionate partial or full refund. A change of preference after correctly scoped work is delivered does not by itself create refund eligibility.
How to request a refund
Email hello@server-servicecore.digital with your organisation, engagement reference, reason and relevant dates. We aim to acknowledge requests within three working days and decide them within 10 working days. Approved refunds are returned to the original payment method, normally within 10 working days after approval; bank processing may take longer.
Our cancellation
If we cancel and cannot agree a suitable new date, we refund fees for undelivered work. Nothing in this policy limits rights that cannot lawfully be excluded. Your signed proposal takes priority where it contains specific cancellation terms.