Refund Policy

1. Definitions

“Services” includes diagnostics, audits, modeling, continuity planning, workshops, executive briefings, and any advisory work delivered by Mize Efficiency Systems. “Deposit” refers to any upfront payment reserved to secure capacity. “SOW” refers to a statement of work or engagement letter describing scope, fees, and schedule.

2. General Refund Principles

We aim to be fair and predictable. In practical terms:

• Completed work is not refundable.
• Work-in-progress may be eligible for partial refund only for the unused portion of prepaid fees.
• Deposits may be non-refundable if they secure reserved capacity or if explicitly stated in the SOW.
• Refunds are evaluated based on deliverables produced, time spent, and costs incurred.

3. Cancellations Before Work Begins

3.1 Standard engagements

If you cancel before scheduled work begins and before we have performed material preparation, you may be eligible for a refund of prepaid fees, minus any non-refundable deposit and any administrative or planning time already spent.

3.2 Capacity reservations

If your engagement includes a capacity reservation (blocked calendar windows, dedicated analyst allocation, or fixed start dates), the deposit may be non-refundable because we decline other work to reserve that time.

4. Cancellations After Work Begins

Once services begin (including discovery, data intake, interviews, system walkthroughs, modeling, or drafting), refunds are generally not available for work performed. If you have prepaid, you may request a partial refund for the unused portion of fees not yet earned, calculated using:

• Recorded hours and internal time logs, or
• Milestones completed vs. remaining, where the SOW uses milestone billing.

Any deliverables completed or substantially completed remain payable and will be provided to you upon settlement of undisputed amounts.

5. Rescheduling Policy

We understand priorities shift. Rescheduling is permitted when operationally feasible:

• Reschedule requests should be provided as early as possible.
• We will propose alternative dates based on availability.
• If rescheduling causes us to incur costs or lose reserved capacity, a rescheduling fee may apply (as stated in the SOW or communicated in writing).

6. No-Show and Late Cancellation of Meetings

Workshops, executive interviews, and scheduled working sessions are capacity constrained. If a session is canceled with short notice or is missed without notice, we may bill for the reserved time because the capacity cannot typically be resold at short notice.

7. Dissatisfaction and Remediation

If you are dissatisfied, we prefer to remediate rather than refund. Please notify us promptly with specific concerns. Depending on the circumstances, we may:

• Clarify assumptions and constraints in writing,
• Correct factual errors based on data you provide,
• Provide an additional review meeting, or
• Adjust deliverable formatting for usability (without expanding scope).

Remediation does not include adding new scope, extending engagement length, or guaranteeing outcomes.

8. Chargebacks and Payment Disputes

If you initiate a chargeback without first contacting us to resolve the issue, we may suspend ongoing work and delivery. We will provide documentation (SOW, time logs, communications, and deliverables) to support our position. Legitimate disputes should be raised promptly in writing.

9. Refund Processing

Approved refunds are issued to the original payment method when possible. Processing time may vary depending on payment rails and banking systems. We do not refund third-party fees that are non-recoverable (for example, certain processing charges), unless required by law.

10. Engagement-Specific Terms

This Refund Policy provides general rules. Engagement-specific terms may differ and will be stated in the SOW. Where differences exist, the SOW controls for that engagement.