Refund and cancellation policy

Scope

This policy covers professional engagements listed on System Stack Tool — Stack Health Assessments, Dependency Risk Mapping, Release Friction Reviews, and Quarterly Health Checkups. It does not cover software products, subscriptions, or physical goods, which we do not sell.

Deposits

Engagements that require a deposit use that deposit to reserve analyst time for the discovery week. Deposits are stated in the engagement letter.

Cancellation by the client

• More than 14 days before the scheduled discovery start: full refund of amounts paid, minus any pre-approved travel already purchased.
• 7–14 days before discovery start: 50% of the deposit retained; remaining fees not yet due are cancelled.
• Fewer than 7 days before discovery start, or after discovery interviews have begun: deposit is non-refundable; work completed to date is invoiced proportionally.

Rescheduling

One reschedule with at least 7 days’ notice is allowed without penalty, subject to analyst availability. Later or repeated reschedules may incur a rebooking fee of up to 10% of the engagement fee.

No-shows

If key client participants miss scheduled discovery interviews without 24 hours’ notice, that day may be billed as delivered. We will offer one makeup slot within ten business days when calendars allow.

Work already started

Once analysis has begun, refunds are partial at most. Completed interview hours, mapping artifacts, and draft findings already produced are charged; unused later phases may be credited or cancelled as agreed in writing.

Purchased materials and travel

Pre-approved travel, venue hire, or printed workshop materials bought for your engagement are non-refundable once purchased. Receipts are shared on request.

Quarterly checkups

Prepaid quarterly packages may cancel unused future quarters with 14 days’ notice before the next checkup week for a pro-rata refund of unused quarters only.

Refund method and timing

Approved refunds are returned via the original payment method within 14 business days of written approval. Bank transfer fees charged by intermediaries are not reimbursed unless the cancellation was initiated by System Stack Tool.

Our cancellations

If we must cancel an engagement for reasons under our control, you receive a full refund of amounts paid for undelivered work, or a mutually agreed new date.

How to request a refund

Email info@systemstacktool.digital with your engagement reference, or call +8219362588. Include the reason and preferred resolution (refund or reschedule).