Refunds, deposits, and moved days

These rules apply to fees for diagnostics, clinic days, operator briefings, and exit conversation design. This studio does not sell physical goods, software licences, or downloadable courses, so those models are omitted on purpose.

Eligibility

A refund may apply when we cancel, when you cancel before work of substance has begun, or when a deposit is unused because we cannot offer a new date within a reasonable window. Informational prices on the fees page are not themselves charges.

Timeframe to ask

Write to hello@servicestudio.click within fourteen days of the event you are asking about (a cancellation, a no-show, or a brief you believe was not delivered). Bank processing after we approve can take five to ten working days.

Full refund

You receive a full refund of sums paid if we cancel a clinic day or session and cannot offer another date within thirty days, or if we decline the work after a deposit because the extracts cannot be used safely. If you cancel in writing more than ten days before a clinic day or before week one of a diagnostic, the deposit is returned in full.

Partial refund

If you cancel between ten and three days before a clinic day, we keep 30% of the day fee for the held room and preparation, and return the rest of what you paid. If a diagnostic has finished week one (access and redaction) and you then stop, we invoice week one at one-third of the diagnostic fee and refund any unused remainder of the deposit.

Non-refundable

Time already spent on exit calls that occurred, transcripts already prepared, and travel we booked with your written go-ahead is not refundable. A completed brief is not refundable because you dislike the reasons it names.

Process

Send the engagement name, dates, and whether you want a new date or money back. We reply within two working days. Approved refunds go back by the same bank transfer route you used. We do not keep card numbers on this site.

Cancellation and rescheduling

You may move a clinic day once without fee if you give at least ten days’ notice and we have another open day within eight weeks. Later moves are treated as a cancellation plus a new booking. Diagnostics can shift week one by mutual written agreement; a shift you request after conversations have been scheduled may still incur the partial rule above.

Deposits

Deposits hold calendar time. They are applied to the final fee. They are not an extra charge when the work completes.

No-shows

If your side does not attend a confirmed clinic day or working session without notice, the day fee is earned. We may offer a paid replacement day; we do not automatically refund a no-show.

Work already started

Once extracts are in review or conversations have begun, the partial rule applies. We will still hand over whatever notes exist at the stop date.

Materials

Printed pages from a clinic day are yours to keep. We do not charge for paper. We do not refund “unused materials” because the work is time and reading, not a kit.

Exceptions

If illness or a travel ban prevents a George Town clinic day, we offer a video day or a move without treating it as a late cancel. If a leaver sample cannot be reached, that is a limit in the brief, not a refund by itself.