Refunds, cancellations & rescheduling
This page explains refunds, cancellations, and rescheduling for consulting work with SystemFabric Consulting Group. It applies to discovery-call bookings, workshops, audits, coaching blocks, and programmes described on this site. It does not cover physical products or software subscriptions, which we do not sell.
Eligibility overview
Refunds depend on how far preparation and on-site work have progressed. Discovery calls are free and carry no fee to refund. Paid engagements follow the rules below unless your written confirmation states otherwise (the confirmation prevails if stricter or more specific).
Timeframes
- Workshops — cancel 7 or more full days before the session for a full refund of fees paid. Cancellations inside 7 days are refundable at 50% unless we successfully rebook the same slot with another client, in which case we refund the balance minus a £75 administration fee.
- Customer Experience Audits — deposit (typically 30%) is refundable in full if you cancel 14 or more days before the first observation day. Inside 14 days the deposit is retained for preparation and travel commitments already made; any fees paid beyond the deposit are refunded for days not yet delivered.
- Coaching blocks & programmes — fees for sessions not yet delivered are refundable if you cancel with 7 or more days’ notice. Sessions already delivered are non-refundable.
Partial refunds
If an audit or programme is partly delivered (for example one observation day completed), we invoice or retain fees for completed portions and refund the remainder of prepaid amounts for undelivered portions, subject to the deposit rules above.
Non-refundable items
- Sessions or observation days already completed
- Third-party venue costs you asked us to book on your behalf (passed through at cost)
- Administration fee noted above when a late workshop cancellation is rebooked
Deposits
Deposits secure diary dates for audits and longer programmes. They are applied to the final invoice. Deposit refundability follows the audit and programme rules in this page.
Rescheduling
You may reschedule once without charge with at least 7 days’ notice (14 days for audit observation blocks). Further reschedules or late changes may incur a £120 rearrangement fee to cover travel rebooking and preparation. We may propose new dates if illness or travel disruption affects our team; in that case no rearrangement fee applies.
No-shows
If your practice is closed or key hosts are unavailable when we arrive for a confirmed observation or coaching visit without prior notice, that visit is treated as delivered for billing purposes. We will still try to offer a goodwill reschedule when capacity allows.
Work already started
Once observation, facilitation, or coaching time has begun, that portion is payable. Materials we have already customised for your practice (for example a draft journey map) remain billable even if you later cancel remaining dates.
Refund process & timing
Email hello@systemfabric-hub.digital with your engagement reference, practice name, and reason. We confirm the refund calculation within five working days. Approved refunds are returned to the original payment method within 10 working days of approval.
Contact for refund requests
SystemFabric Consulting Group
22 Stone Cellar Road, Kinlochan, PH37 8BH, United Kingdom
Phone: 079 7001 2871
Email: hello@systemfabric-hub.digital