Client terms
Cancellation and refund policy
How cancellations, rescheduling, deposits and refunds work for commissioned Monitorkernelgrid analytics engagements.
Last updated: 16 August 2026.
Before work begins
A signed proposal and initial invoice reserve analyst time. You may cancel in writing within five working days of signing and before the agreed start date for a full refund, less any specifically authorised third-party cost already incurred. Statutory cancellation rights, where applicable, are not reduced.
Rescheduling
One request to move a start date or workshop can normally be accommodated without charge when received at least five working days beforehand. Later requests may be treated as cancellation if reserved time cannot be reassigned. We will first offer the nearest practical replacement date.
Work already started
If you cancel after analysis starts, the refundable amount is the fees paid minus work completed at the day rate stated in the proposal and any approved non-recoverable cost. If completed work equals or exceeds payments received, the outstanding balance remains due. Delivered analysis, workshops already held and bespoke extracts already prepared are non-refundable.
Deposits, delays and no-shows
A deposit is refundable only under the conditions above. If required data is more than 20 working days late and no revised date is agreed, we may close the engagement and invoice completed preparation. A missed workshop can be rearranged once where scheduling permits; repeated no-shows may be charged as delivered time.
Problems with the service
Tell us within ten working days of draft delivery if work materially differs from the written scope. We will first correct or complete the affected item within a reasonable period. If that is not possible, a partial refund reflecting the undelivered portion will be offered. A full refund applies where no substantive contracted work was delivered and remediation is impossible.
How to request a refund
Email hello@monitorkernelgrid.digital with the proposal reference, reason and payment details sufficient to locate the invoice. We acknowledge requests within three working days and normally decide them within ten. Approved refunds return to the original payment method within ten working days after approval; bank processing can add time.
Exceptions required by law remain available. This policy does not cover dissatisfaction with a commercial outcome where the agreed analysis was delivered with reasonable care.