Refunds and Cancellation

This policy applies to change management consulting services offered by Cloud Evolution — programmes, readiness assessments, leadership workshops, and sponsor coaching. It does not cover products, software licences, or physical goods, which we do not sell.

Eligibility overview

Refunds depend on how much preparation or delivery has begun, how close you are to a booked date, and what the signed proposal says. Where a proposal and this page differ, the signed proposal controls.

Discovery calls

Introductory discovery calls arranged through our contact form are not charged. No refund scenario applies.

Deposits

Organisational Change Programmes and some assessments require a deposit to reserve a start date. Deposits are refundable in full if we cancel. If you cancel more than fifteen business days before the agreed start date, we refund the deposit minus any documented third-party costs already incurred at your request (for example booked regional travel). Cancellations within fifteen business days forfeit the deposit, because we have declined other work to hold capacity.

Full programmes

After work begins (kick-off held or stakeholder interviews started), fees for completed milestones are non-refundable. Unused future milestones may be cancelled with ten business days’ notice; we invoice only for work performed and non-recoverable costs. We do not refund for dissatisfaction with organisational outcomes that depend on decisions outside our control (for example board reversals or employment processes run by others).

Change Readiness Assessments

If you cancel before interviews begin, we refund amounts paid minus a scheduling fee of 10% of the fixed fee (waived if we rebook within three months). Once interviews have started, the assessment fee is non-refundable because preparation and diary commitments are sunk, but we will still deliver the report for work already paid.

Workshops

Leadership Alignment Workshops cancelled more than ten business days before the booked date receive a full refund of amounts paid. Cancellations between five and ten business days receive a 50% refund. Within five business days, fees are non-refundable. You may reschedule once without penalty if you give at least five business days’ notice and a new date is agreed within two months.

Sponsor coaching

Monthly retainers are billed in advance. Cancel with written notice at least ten business days before the next billing date to avoid the following month’s charge. The current month is non-refundable once begun. Unused sessions within a paid month do not roll over unless we caused the cancellation.

No-shows

If client participants do not attend a booked workshop or on-site block without timely notice, that day is charged as delivered. We will offer to reschedule once at half the day rate for a replacement session within six weeks, subject to diary space.

Work already started and materials

Drafts, interview notes, and plans prepared for your organisation remain available to you according to the engagement letter even when later milestones are cancelled. We do not refund for time already spent preparing those materials.

How to request a refund

Email info@cloud-evolution.digital with your organisation name, invoice number, and reason. Phone +64 9 555 3870 if you need to flag an urgent cancellation. We confirm eligibility within five business days.

Processing time and method

Approved refunds are processed within ten business days to the original payment method where possible. Bank transfers may take longer depending on your bank.

Exceptions

If Cloud Evolution cannot deliver due to illness, conflict, or force majeure, we will offer a reschedule or a full refund of amounts paid for undelivered work. Nothing in this policy limits non-excludable rights under New Zealand consumer law where that law applies to your engagement.