Refund & Cancellation Policy

1. General approach

Aurevian Labs reserves time and consulting capacity for every confirmed engagement. Fees therefore cover both delivered work and capacity that may no longer be available to other clients. Refund eligibility depends on the service type, notice provided, work already performed, committed costs, and any specific proposal terms. A written project agreement may set different rules and will control for that engagement.

2. Strategy sessions and consultations

• A client may cancel or request a new time at least 48 hours before the confirmed start time.
• A timely cancellation may receive a refund of the session fee or a service credit, less any clearly disclosed non-refundable processing cost.
• A timely rescheduling request may be moved once without an additional consulting fee, subject to availability.
• A cancellation less than 48 hours before the session is generally non-refundable because the reserved time may not be reassigned.
• A client who does not attend, joins too late for the session to be meaningfully completed, or cannot participate because of client-side technical issues is treated as a no-show.

If Aurevian Labs must cancel a confirmed session, the client may select a new available time or receive a refund for the undelivered session.

3. Workshops

Workshops often require research, preparation, agenda development, and reserved capacity before the meeting. A cancellation more than five business days before the workshop may qualify for a refund of the unearned portion after deducting completed preparation and non-cancellable costs. A cancellation within five business days is generally eligible for rescheduling or credit rather than a cash refund. Additional preparation caused by a material change in participants, objectives, or subject may be quoted separately.

4. Fixed-scope consulting projects

Deposits secure the project schedule and authorize preliminary work. Once research, planning, meetings, analysis, concept development, or document preparation begins, the corresponding portion of the fee is earned. If the client cancels before work begins, the unearned amount may be refunded after non-refundable transaction and administrative costs. If work has begun, any refund is limited to fees for clearly undelivered work, less completed work, reserved capacity, and committed third-party costs.

Completed phases, delivered recommendations, approved milestones, and work made available to the client are not refundable merely because the client changes direction, pauses the business, chooses not to implement a recommendation, or receives an outcome different from an expectation that was not guaranteed.

5. Monthly advisory services

Monthly advisory fees are normally billed in advance for reserved access and capacity. The client may cancel future renewal by providing written notice at least seven calendar days before the next billing date unless a proposal states a different notice period. Fees for an active billing period are generally non-refundable. Unused meeting time or review capacity does not automatically roll over unless the package expressly permits it.

6. Client delays and project inactivity

If a project is delayed because required information, feedback, approval, access, or payment is not provided, Aurevian Labs may revise the schedule. A project inactive for 30 days may be placed on hold and rescheduled according to current availability. A project inactive for 60 days may be administratively closed. Reopening may require an updated scope, a restart fee, or a new timeline. Earned fees and completed work remain non-refundable.

7. Scope changes

A request that materially changes the audience, strategy, approved direction, deliverable, deadline, or stakeholder group is not a cancellation of the original work. It may require a change order. If the parties cannot agree on revised scope, the original engagement may be closed and any unearned prepaid amount handled under the fixed-project rules above.

8. Dissatisfaction and correction process

A client who believes a service materially failed to match the written scope should provide a clear written description within seven calendar days after the relevant session or delivery. Aurevian Labs will review the issue and may offer clarification, a reasonable correction, a replacement session, a credit, or a proportional refund where appropriate. Subjective preference, internal disagreement, market response, or failure to implement recommendations does not by itself establish non-performance.

9. Refund method and timing

Approved refunds are returned to the original payment method when practical. Processing times depend on the payment provider and financial institution and may take several business days after approval. Currency conversion differences, intermediary charges, and original transfer fees may be outside Aurevian Labs’ control. A service credit must be used by the date stated in the confirmation and is not transferable unless agreed in writing.

10. Chargebacks

Clients should contact Aurevian Labs before initiating a payment dispute so the service record and available resolution can be reviewed. A chargeback for properly delivered or reserved services may result in suspension of work, withdrawal of licenses not yet fully paid, and recovery of documented costs where permitted. Nothing in this policy limits lawful consumer rights that cannot be waived.

11. How to request a change or refund

A request should include the client name, invoice or project reference, service, scheduled date if applicable, reason for the request, and preferred resolution. Requests are reviewed against the accepted proposal, work record, delivery status, and this policy. No refund is approved solely by an automated form message.