Legal
This policy explains how fees, cancellations and refunds work for services bought from Exceleris Consulting.
Consulting work is invoiced against a signed statement of work, either at agreed milestones or monthly in arrears for time spent. Work that has been delivered and accepted is not refundable; work not yet started is.
Either side may end an engagement with fourteen days’ written notice. On cancellation we invoice for work performed up to that date and for commitments we cannot reasonably unwind, and we refund the balance of any prepayment within thirty days.
A deposit secures capacity in our schedule. It is credited against your first invoice, and is refundable in full if you cancel more than fourteen days before the start date and otherwise not. Unused retainer hours do not carry beyond the retainer period unless the statement of work says so.
Platform subscriptions run for the term you signed up to and renew unless cancelled before the renewal date. Cancelling stops the next renewal; part-used terms are not refunded. Licence fees passed through from third-party vendors follow that vendor’s own terms.
If a deliverable does not meet what the statement of work describes, tell us within thirty days. We correct it at our own cost first; where that is not possible we refund the fee for the part of the work affected.
Send the request, with the invoice number and what you want refunded, through our contact page. We answer within five working days and pay approved refunds to the original payment method within thirty days.
