Before work begins
You may cancel in writing before the agreed start date. Any deposit is refundable less non-recoverable third-party costs and time already spent on agreed preparation. If no preparatory work or committed cost exists, the deposit will be refunded in full.
After work has started
Fees for completed work are non-refundable. If you cancel during an engagement, we will calculate work performed to the cancellation date plus approved, non-recoverable costs. Any amount paid above that total will be refunded; if the total exceeds payment received, the balance remains due.
Partial refunds and exceptions
A partial refund may apply where we cannot deliver a material part of the agreed scope and no reasonable replacement, revised timeline or service credit is accepted. No refund is due for changes in your priorities, unavailable client data, delayed access, or outcomes affected by incomplete or inaccurate information you supplied.
Workshops and scheduled sessions
Please request rescheduling at least two business days before a workshop. We will offer a reasonable alternative time. For later notice or a no-show, facilitator time already reserved may be charged, although we will consider exceptional circumstances fairly.
Cancellation by us
If we cancel work and cannot provide a reasonable alternative, we will refund amounts paid for undelivered work. This does not affect fees for deliverables already supplied and accepted.
How to request a refund
Email hello@codepacketgrid.digital with your organisation, proposal or invoice reference, reason and relevant dates. Request any refund within 14 days of cancellation or the issue giving rise to the request.
Processing
We aim to acknowledge requests within three business days and confirm a decision within ten business days after receiving necessary information. Approved refunds are made to the original payment method where possible, normally within 10–15 business days. Bank processing times may vary.