Refund and cancellation policy
Refund and cancellation policy for Connect Vertex Base engagements including deposits, rescheduling, no-shows, and work already started.
Scope
This policy applies to paid engagements with Connect Vertex Base — audits, observation sessions, workshops, and quarterly reviews. It does not cover software products, physical goods, or subscriptions, because we do not sell those.
Eligibility for refunds
Full refund of amounts paid is available if we cancel an engagement for reasons within our control and cannot offer a suitable alternative date within 30 days.
Partial refund may apply if you cancel before work begins, subject to the deposit rules below.
No refund applies to fees for work already delivered (completed sessions, workshops already facilitated, briefings already presented), except where Australian Consumer Law requires otherwise.
Deposits
A 40% deposit is due on acceptance of the brief. The deposit reserves consultant time and preparation. If you cancel more than 10 business days before the first scheduled session or workshop, the deposit is refundable minus a AUD 250 administration fee. Cancellations inside 10 business days forfeit the deposit.
Timeframe to request a refund
Refund requests must be made in writing to hello@connectvertexbase.digital within 14 days of the event giving rise to the request (cancellation confirmation or our notice of inability to deliver).
Process and processing time
- Email hello@connectvertexbase.digital with the invoice number and reason.
- We confirm eligibility within five business days.
- Approved refunds are processed within 10 business days to the original payment method.
Rescheduling
You may reschedule once without penalty if you give at least five business days’ notice. Further reschedules may incur a AUD 150 administrative fee. Participant no-shows for observation sessions that we facilitated as planned are billed as delivered.
Work already started
Once observation planning, analytics reading, or facilitation has begun, fees for completed stages are payable. Unused later stages may be credited toward a rescheduled date within three months or refunded pro rata at our discretion when we caused the interruption.
Materials and recruitment costs
Participant incentives and third-party recruitment fees already committed are non-refundable. Printed materials prepared specifically for your workshop are non-refundable once produced.
Contact for refund requests
Connect Vertex Base
Level 8, 24 George Street, Sydney NSW 2000
Phone: +61 2 5550 2180
Email: hello@connectvertexbase.digital