Refunds and cancellations

Scope

This policy applies to paid advisory engagements offered by Service Lagoon Field Ltd: KPI Framework Design, Application Health Scorecard Review, Metrics Baseline Workshop, and Quarterly KPI Cadence Facilitation. It does not cover products, software licences, or physical goods, which we do not sell.

Deposits

Fixed-fee engagements typically require a 30% deposit on acceptance of the proposal. Deposits reserve facilitator time and preparation. Session-based cadence work may be invoiced per session in advance.

Cancellation by the client

If you cancel more than fourteen days before the first scheduled workshop or review session, we refund fees paid minus any non-recoverable preparation already agreed in writing, or we convert the balance to credit for a future engagement within twelve months.

Cancellations between seven and fourteen days before the first session receive a 50% refund of fees paid for unused portions of the engagement, unless preparation deliverables have already been delivered — those portions are non-refundable.

Cancellations within seven days of the first session, or after workshops have begun, are generally non-refundable for time already booked or work already started. Unused future sessions in a multi-session package may be partially refunded at our discretion.

Rescheduling

You may reschedule a workshop or facilitation session once without charge if you give at least seven days’ notice. Later changes may incur a rescheduling fee reflecting facilitator availability and travel already arranged.

No-shows

If key client participants do not attend a booked session without timely notice, the session is treated as delivered for billing purposes. We will offer one courtesy reschedule where circumstances were clearly beyond the client’s control.

Work already started

Discovery interviews completed, drafts issued, or workshops delivered are non-refundable. Partial refunds, when offered, apply only to unused future stages listed in the statement of work.

Purchased materials and travel

Pre-approved travel, venue, or printing costs incurred on your behalf are non-refundable once purchased. We seek approval before committing such costs.

Refund process and timing

Email contact@service-lagoonfield.click with your proposal reference and reason. Approved refunds are processed to the original payment method within fourteen working days of approval.

Cancellation by Service Lagoon Field

If we must cancel due to illness, conflict, or other cause, we will offer a new date or a full refund of fees paid for undelivered work.

Exceptions

Statutory rights under United Kingdom law remain unaffected. Engagement-specific terms in a signed statement of work prevail where they expressly modify this policy.