Refunds & Cancellations

Scope

This policy covers discovery conversations, facilitation sessions, and fixed-fee or phased consulting engagements with PeopleFirst Advisory Group. It does not cover products, merchandise, or software subscriptions because we do not sell those.

Discovery conversations

Complimentary discovery calls may be cancelled or rescheduled at any time. No payment is taken, so no refund applies.

Facilitation days

• Cancel or reschedule more than 10 business days before the booked date: full refund of any fees paid for that day, or free reschedule.
• Cancel 6–10 business days before: 50% refund of the facilitation day fee; design time already delivered may remain chargeable.
• Cancel 5 business days or fewer, or no-show: facilitation day fee is non-refundable. We will try to reassign the diary slot but cannot guarantee a waiver.

Fixed-fee engagements (including the Organisational Development Diagnostic)

• If you cancel before kick-off and before interviews are scheduled: full refund of the commencement deposit minus any third-party costs already approved in writing (for example booked travel).
• If work has started (interviews booked or documents reviewed): we invoice for work completed on a fair quantum meruit basis and refund any unused portion of fees paid in advance.
• After final deliverables are provided: fees for completed work are non-refundable. If a material deliverable is missing against the signed scope, we will remedy or refund the portion tied to that deliverable.

Phased programmes

Each phase is billed separately. Unused future phases not yet commenced can be cancelled for a full refund of fees paid specifically for those future phases. Completed phases are not refundable.

Deposits

Commencement deposits secure adviser time. They are credited against the engagement total. Deposit refunds follow the cancellation rules above.

Rescheduling

We allow one complimentary reschedule of facilitation days when notice exceeds 10 business days. Further reschedules may incur a diary administration fee disclosed in your proposal.

Work already started and materials

Interview notes, draft maps, and workshop materials prepared for your organisation remain part of billable work even if you later cancel. Purchased third-party materials approved by you (venue, printed workbooks) are passed through at cost and are non-refundable once ordered.

Refund method and timing

Approved refunds are returned to the original payment method within 10 business days of written approval. For bank transfers, confirm account details in your refund request.

How to request a refund or cancellation

Email info@apicache-tools.digital with your organisation name, proposal or invoice reference, and reason. You may also call +64 3 555 1850. We confirm next steps in writing.

Exceptions

If we cancel an engagement for reasons within our control (for example adviser illness without a suitable substitute), you may choose a full refund of amounts paid for undelivered work or a reschedule at no additional fee.