Refund & cancellation policy

This policy applies to paid application analytics engagements with Digital Service Fusion (service chain reviews, dependency audits, handoff instrumentation, decision briefs, and related workshops). It does not cover physical products, subscriptions, or software licences — we do not sell those.

Eligibility

Refunds are considered only for fees paid toward a signed proposal or statement of work. Informational prices on the website are not invoices.

Cooling-off before kickoff

If you cancel in writing before the agreed kickoff date and before we have started substantive work (data access, interviews, or analysis), you may receive a full refund of any deposit paid, less bank transfer fees if already incurred.

After work has started

Once kickoff has occurred or we have begun analysis using materials you provided:

• Work completed to date is chargeable and non-refundable.
• Unused remaining fees for phases not yet started may be refunded in part, proportional to unfinished scope, at our reasonable assessment.
• If you pause an engagement for more than thirty days without an agreed restart date, remaining prepaid fees for unfinished phases may be retained as a credit for ninety days, then forfeited if unused.

Non-refundable items

Completed readout sessions, delivered briefs or maps, facilitated workshops already held, and third-party costs pre-approved by you (for example venue hire for an on-site session) are non-refundable.

Deposits

Proposals may require a deposit to reserve dates. Deposits become non-refundable after kickoff or after the cancellation window stated in the proposal, whichever applies first.

Cancellation by us

If we must cancel an engagement for reasons within our control and cannot offer a suitable reschedule, you receive a full refund of amounts paid for undelivered work.

Rescheduling

You may request to reschedule a kickoff or workshop once at no charge if you give at least five business days’ notice. Later changes may incur a rescheduling fee stated in the proposal. Missed sessions without notice (“no-shows”) are treated as delivered for that portion of the fee.

Refund process & timing

Email hello@digitalservicefusion.digital with your organisation name, proposal reference, and reason. We confirm eligibility within five business days. Approved refunds are returned by the original payment method (typically bank transfer) within fourteen business days of approval.

Exceptions

If a proposal sets different refund terms, the signed proposal prevails for that engagement.

Contact

Refund requests: hello@digitalservicefusion.digital · +852 2690 1229 · On Wah Ind Bldg, Sha Tin, Hong Kong