Refund Policy

1. Scope

This policy applies to professional services such as audits, diagnostics, workshops, consulting, analysis, roadmapping, and custom deliverables (“Services”). If you purchase third-party products or software through us (if any), separate third-party terms may apply.

2. Definitions

“Booking” means a scheduled session, workshop, or on-site visit. “Deposit” means an upfront payment to reserve time or initiate work. “Custom Deliverables” means work product created specifically for your organization (e.g., reports, models, and operational recommendations).

3. General Principle: Work Performed Is Non-Refundable

Services involve reserved time and professional labor. As a result, fees for work already performed, time already reserved, or Custom Deliverables already produced are generally non-refundable. Where a refund is available, it typically applies only to the unused portion of paid fees and is subject to the terms below.

4. Deposits and Retainers

Deposits are commonly used to reserve project capacity and initiate planning. Unless your engagement documents state otherwise, deposits are non-refundable once work begins (including discovery calls, scoping, project planning, data requests, and scheduling activities). If EcoMetric is unable to provide the Services for reasons solely within EcoMetric’s control and no suitable alternative schedule is available, EcoMetric will refund the unused portion of the deposit.

5. Cancellations and Rescheduling (Meetings / Workshops / On-site Visits)

If you need to reschedule a Booking, please notify us as soon as possible. EcoMetric will make reasonable efforts to accommodate schedule changes. Unless otherwise stated in your SOW:

• Cancellations/reschedules more than 5 business days before the scheduled date: typically no cancellation fee, and payments can be applied to a rescheduled date.
• Cancellations/reschedules within 5 business days: EcoMetric may charge a rescheduling fee or treat some portion as non-refundable due to blocked calendar time and logistics commitments.
• Same-day cancellations or no-shows: fees may be non-refundable and the session may be considered delivered.

6. Refund Eligibility for Prepaid Services

If you have prepaid for a defined scope of Services and you request cancellation before all Services are delivered, EcoMetric will evaluate eligibility for a partial refund of the unused portion, minus (a) work already performed, (b) reserved time commitments, (c) incurred third-party costs, and (d) any agreed administrative fees stated in the engagement documents.

7. Custom Deliverables and Milestones

Custom Deliverables are produced based on your data, constraints, and objectives. If a Deliverable milestone has been delivered (e.g., draft report, baseline model, findings memo), that milestone is generally non-refundable. If you believe a Deliverable contains a material error attributable solely to EcoMetric, we will use reasonable efforts to correct it as part of the engagement scope, but corrections do not automatically create refund rights.

8. Third-Party Fees and Pass-Through Costs

Travel, lodging, testing, metering rentals, software subscriptions, and other third-party costs may be incurred specifically for your engagement. These costs are typically non-refundable once incurred and will be deducted from any eligible refund.

9. Chargebacks and Payment Disputes

If you have questions about an invoice, contact us before initiating a chargeback. Chargebacks may delay scheduling, pause deliverables, and trigger internal review. EcoMetric reserves the right to provide relevant documentation (such as engagement documents, delivery confirmations, and work logs) to payment processors to respond to disputes.

10. Refund Processing Time

If a refund is approved, it will be processed using the original payment method where feasible. Processing time can vary depending on the payment provider and financial institutions. EcoMetric does not control bank posting timelines.

11. Exceptions

EcoMetric may provide exceptions on a case-by-case basis when circumstances warrant. Any exception must be confirmed in writing by EcoMetric.

12. Contact

To request a cancellation, reschedule, or refund review, use the contact details below.