Refunds & cancellations
Scope
These terms apply to paid leadership advisory engagements with Data Services Hub — including succession advisory, family council facilitation, next-generation readiness coaching, ownership transition planning, and retainers. They do not apply to goods, software subscriptions, or products we do not offer. Website form submissions and complimentary introductory conversations carry no fee and no refund context.
Deposit and confirmation
A deposit of 30% of the agreed fee confirms the engagement start date stated in your letter of engagement. The balance is invoiced in stages tied to milestones. Work does not begin until the deposit clears and the letter is accepted in writing.
Cancellation by you
- More than 14 days before the agreed start date: full refund of deposit, less any non-recoverable third-party costs already approved by you in writing (for example, prepaid travel).
- 7–14 days before start: 50% of the deposit is refundable; the remainder covers preparation already begun.
- Fewer than 7 days before start, or after work has begun: deposit is non-refundable. Fees for completed milestones remain payable.
Cancellation by us
If we must cancel for reasons within our control (illness without available cover, conflict of interest discovered after acceptance), we refund fees paid for work not delivered. We will help identify alternative dates or, where appropriate, another advisor.
Rescheduling
You may reschedule facilitated sessions once without charge if you give at least five business days’ notice. Later changes may incur a rescheduling fee reflecting room and travel commitments. Coaching sessions cancelled with less than 48 hours’ notice may be counted as delivered.
Partial refunds
Where an engagement ends early by mutual written agreement, we invoice for work completed to that date (discovery interviews, sessions held, documents delivered) and refund any unused prepaid balance. Materials already prepared for your exclusive use remain yours; our internal working notes do not.
Non-refundable items
- Completed milestones described as delivered in the letter of engagement
- Travel and accommodation booked with your prior written approval
- Third-party valuation or specialist fees paid on your behalf with approval
- Retainer fees for a quarter once that quarter has begun, unless we fail to provide the agreed facilitation
No-shows
If key participants fail to attend a booked session without notice, the session may be treated as delivered. We will offer one goodwill reschedule where circumstances were genuinely urgent and communicated as soon as practicable.
Work already started
Once discovery interviews or facilitation have begun, fees reflect time and preparation invested. Refunds apply only to unused future stages, not to rewrite history of work already performed.
Processing time and method
Approved refunds are processed within 14 business days to the original payment method unless we agree otherwise in writing. You will receive confirmation by email.
How to request a refund
Email info@data-serviceshub.digital with your engagement reference, reason, and preferred contact number. You may also call +64 4 555 2180 or write to Level 9, 48 Willis Street, Wellington 6011. We respond to refund requests within five business days.
Exceptions
Nothing in this policy limits non-excludable rights under New Zealand consumer law where applicable. Engagement-specific terms in your signed letter of engagement prevail if they expressly differ from this page.
Last updated: August 2026.