Refunds and cancellations
How deposits, cancellations, and refunds work for cohort analysis engagements with Service Sequoia Way Ltd.
Eligibility
Fees relate to professional time for retention cohort reviews, studies, briefs, and advisory retainers. Refunds apply only to fees paid directly to Service Sequoia Way Ltd under a confirmed engagement letter.
Timeframe
Refund requests should be emailed to contact@service-sequoiaway.click within fourteen days of the event giving rise to the request, or sooner if your engagement letter sets a different window.
Full or partial refunds
- If you cancel more than ten business days before the agreed start date, we refund fees paid minus any non-refundable deposit stated in the engagement letter.
- If you cancel within ten business days of the start date, we may retain up to fifty percent of the engagement fee to cover preparation already begun.
- If we cancel an engagement for reasons within our control and cannot offer a suitable alternative date, you receive a full refund of fees paid for the unused work.
Non-refundable items
Completed written briefs, delivered walkthrough sessions, and advisory hours already used are non-refundable. Deposits marked as non-refundable in the engagement letter remain non-refundable once preparation has started.
Work already started
Once we have begun cohort construction or drafting, refunds are limited to unused stages. You may request delivery of work completed to date instead of a partial refund where that is practical.
Rescheduling and no-shows
Walkthroughs may be rescheduled once without charge if you give at least forty-eight hours’ notice. Late cancellations or no-shows for booked sessions may be charged as used hours. Monthly advisory retainers are billed for the month; unused hours do not automatically convert to a refund.
Refund process and timing
Approved refunds are processed to the original payment method within fourteen business days of approval. Bank transfer refunds may take additional time depending on your bank.
Contact for refund requests
Email contact@service-sequoiaway.click or call 0121422564 with your engagement reference, the reason for the request, and the payment date.