Refund & Cancellation Policy
1. Core refund rule
Payments are non-refundable except where BRAiNZ FOR CONSULTING - L.L.C - O.P.C materially fails to deliver the services expressly included in the purchased engagement, subject to any rights that cannot lawfully be excluded.
Refunds are not provided because a client changes their mind, disagrees with an analysis, does not achieve a desired outcome, chooses not to implement the work, does not participate, or fails to activate or complete the engagement.
2. Provider failure to deliver
If an agreed deliverable cannot be provided by the provider, an appropriate refund will be issued for the undelivered portion. Where the provider's failure materially prevents delivery of the engagement as a whole, a full refund may be appropriate.
3. Activation and booking
The client must activate the engagement within 60 days of acceptance/payment. The provider may make up to three reasonable attempts to contact the client regarding booking or activation. If the client does not respond, book or provide the required inputs within that period, the engagement may be considered abandoned and no refund is due.
4. Rescheduling
A client may reschedule a live session up to three times without penalty when at least six hours' notice is provided. Further rescheduling is at the provider's discretion.
Rescheduling or cancellation requests made within six hours of the scheduled session, and no-shows, may be treated as a used session at the provider's discretion. Genuine emergencies may be considered individually, but do not create an automatic refund entitlement.
5. If the provider reschedules
If the provider needs to reschedule a live session, the client will be offered an alternative time without penalty. If the provider ultimately cannot deliver the agreed service, the refund rule in section 2 applies.
6. Once delivery has begun
Voice analysis, preparation, review, research, profile analysis, systems design, configuration and other pre-session or pre-handover work count as service delivery once begun. After delivery has begun, a change of mind is not grounds for a refund.
For Systems Build, completed build work and completed revision work are considered delivered portions of the engagement. If the provider materially fails to deliver a remaining promised portion, any refund is assessed against the undelivered portion.
7. Client-caused delay
Delays caused by failure to provide required recordings, information, access, responses, approvals, booking confirmation or other inputs do not constitute provider failure to deliver and do not create a refund entitlement.
8. Payment disputes
Clients are asked to contact Assistant@deenaal.com first if there is a billing or delivery issue so the matter can be reviewed against the agreed scope and delivery record.
9. Non-waivable rights
Nothing in this policy limits any consumer or other rights that cannot lawfully be excluded under applicable law.