Cancellation and Refund Policy

EFFECTIVE DATE: JULY 15, 2026

1. Scope and Relationship to Other Documents

This Cancellation and Refund Policy explains how Delmion Advisory handles cancellations, rescheduling, project termination, unused advisory capacity, deposits, credits, and refunds. It applies to consultations, fixed-fee projects, milestone engagements, process reviews, strategic planning assignments, growth strategy work, and recurring monthly advisory services.

The applicable Engagement Document may contain service-specific cancellation terms. If those terms directly conflict with this Policy, the Engagement Document controls for that engagement. Nothing in this Policy limits a non-waivable right available under applicable law.

2. General Principle

Consulting Services involve reserved professional capacity, preparation, analysis, and customized work that may begin before a visible deliverable is issued. Refund decisions therefore depend on the timing of cancellation, work completed, resources committed, third-party costs incurred, and whether the engagement can reasonably be rescheduled.

A change of mind, change in internal priorities, lack of implementation, or disappointment with business results does not automatically create a right to a refund.

3. How to Submit a Cancellation

A cancellation or rescheduling request must be submitted in writing and must identify the Client, engagement, affected meeting or project, and requested effective date. A request is effective when received and acknowledged by Delmion Advisory, not when the Client internally decides to cancel.

The Client should not include passwords, banking credentials, or other unnecessary sensitive information in a cancellation request.

4. Initial Consultations

A scheduled consultation may be cancelled or rescheduled without a cancellation charge when written notice is received at least twenty-four hours before the scheduled start time, unless the booking confirmation states a different period.

When less than twenty-four hours’ notice is provided, or the Client does not attend, the consultation fee may be non-refundable because the time was reserved and may not be replaceable. At our discretion, one rescheduling credit may be offered for a genuine emergency.

If the Client arrives late, the consultation may still end at the originally scheduled time. The full fee remains payable.

5. Project Deposits

A deposit may compensate for onboarding, scheduling, discovery, preparation, administrative setup, and reserved capacity. Once these activities begin or capacity is committed, all or part of the deposit may be non-refundable to the extent permitted by law.

If the Client cancels before any work begins and before material capacity has been reserved, we may refund the unused portion of the deposit after deducting documented payment-processing costs or other non-recoverable charges, where permitted.

6. Cancellation Before Project Start

If a fixed-fee or milestone project is cancelled before the agreed start date, the Client must pay for onboarding, planning, meetings, research, and other work already performed, plus non-cancellable commitments and any reservation amount stated in the Engagement Document.

Any remaining prepaid amount may be refunded or, by agreement, converted into a time-limited service credit.

7. Cancellation After Work Has Begun

When a project is cancelled after work begins, the Client must pay for all Services performed through the effective cancellation date, including work in progress that has not yet been delivered, scheduled meetings within the notice period, approved expenses, and committed third-party costs.

For a fixed-fee engagement, the value of completed work may be calculated by reference to milestones, percentage of completion, time incurred at the applicable professional rate, resources reserved, or another reasonable method stated in the Engagement Document.

If payments received exceed the amount properly earned and committed, the excess will be refunded. If earned and committed amounts exceed payments received, the remaining balance will be invoiced.

8. Client Pause Requests

A request to pause is not automatically a cancellation. We may approve a pause subject to a restart date, revised schedule, storage or remobilization fee, and updated assumptions. Consultant availability at the time of restart is not guaranteed.

If a pause continues beyond the period stated in the Engagement Document, or beyond thirty days when no period is stated, we may treat the engagement as cancelled by the Client and issue a final accounting.

9. Client Delay or Non-Responsiveness

If the Client fails to provide information, access, decisions, approvals, feedback, or payment needed to continue, we may place the engagement on hold. We will make reasonable efforts to identify the outstanding dependency.

If the Client remains non-responsive for ten business days, or another period stated in the Engagement Document, we may close or terminate the engagement. Fees already earned, reserved capacity, and non-cancellable costs remain payable. A later restart may require a new proposal and fee.

10. Recurring Monthly Advisory Services

Recurring advisory services may be cancelled according to the notice period stated in the Engagement Document. If no period is stated, written notice must be received at least seven calendar days before the next billing date to avoid the next monthly charge.

Fees already paid for a current monthly period are generally non-refundable because capacity is reserved for that period. Unused meetings, hours, or requests do not roll over or convert to cash unless the Engagement Document expressly provides otherwise.

Cancellation stops future renewal after the effective notice period. It does not cancel unpaid invoices or obligations accrued during earlier periods.

11. Rescheduling Project Meetings

Project meetings should be rescheduled with at least twenty-four hours’ notice. Repeated changes, late cancellations, or missed meetings may be counted against included meeting time or billed separately because they disrupt delivery and consume reserved capacity.

We may reschedule a meeting when reasonably necessary and will offer an alternative time. A rescheduled meeting alone does not create a right to cancel the entire engagement.

12. Scope Changes Are Not Cancellations

A request to replace deliverables, change objectives, add stakeholders, or alter direction is a change request rather than a cancellation. We may revise fees and timing or explain that the proposed change requires a new engagement.

13. Cancellation by Delmion Advisory

We may cancel or terminate an engagement for nonpayment, material breach, unlawful or unethical requests, abusive conduct, unmanaged conflict, security risk, inability to obtain required cooperation, or circumstances that make professional performance impracticable.

When we cancel for reasons not caused by the Client, we will provide a reasonable accounting and refund prepaid fees for work not performed, less non-recoverable third-party costs. When cancellation results from the Client’s breach, fees earned and losses reasonably caused by the breach remain payable.

14. Force Majeure and Events Beyond Control

Neither party is responsible for delay caused by events beyond reasonable control, including severe weather, natural disaster, widespread outage, governmental action, labor disruption, civil emergency, serious illness, or failure of essential third-party infrastructure.

The parties will attempt to reschedule or adjust the engagement. If performance remains impracticable for a prolonged period, either party may terminate, and fees will be reconciled based on work performed and unavoidable commitments.

15. No Outcome-Based Refunds

Consulting fees compensate for professional time, analysis, recommendations, facilitation, and deliverables, not for a guaranteed commercial outcome. Refunds are not provided merely because the Client does not adopt a recommendation, implementation is unsuccessful, market conditions change, funding is not obtained, revenue does not increase, costs are not reduced, or a third party makes an unfavorable decision.

16. Defective or Nonconforming Services

If the Client believes a deliverable materially fails to conform to the written scope, it must notify us promptly and describe the specific deficiency. Where appropriate, we will first have a reasonable opportunity to correct or reperform the affected portion.

A refund may be considered only when correction is not reasonably possible or is not completed within a reasonable period, subject to the limitations and remedies in the Terms and Conditions.

17. Refund Method and Timing

Approved refunds are generally returned to the original payment method where practical. Processing time depends on the payment provider and financial institution. We are not responsible for external processing delays, exchange-rate differences, intermediary fees, or card issuer timing.

A refund may be reduced by non-refundable processor charges, bank fees, approved expenses, or other amounts where permitted by law and disclosed in the final accounting.

18. Service Credits

Instead of a refund, the parties may agree to a service credit. A credit is not transferable, has no cash value, and must be used within the stated validity period. Expired or unused credits are not refundable unless required by law.

19. Chargebacks

The Client should use the billing dispute process before initiating a chargeback. We may submit the Engagement Document, communications, invoices, work records, and delivery evidence to the payment provider in response to a chargeback.

An improper chargeback does not extinguish amounts contractually owed and may result in suspension or termination of Services.

20. Statutory Rights

Some jurisdictions provide mandatory cancellation, refund, or consumer rights that cannot be waived. This Policy is intended to operate consistently with those rights. Because our Services are primarily offered to businesses, consumer-specific rights may not apply to every engagement.

21. Questions and Requests

Cancellation, rescheduling, and refund questions should be submitted using the contact details below. Include the engagement name, invoice or booking reference, relevant dates, and the requested resolution so that we can review the matter efficiently.