Refunds & cancellations

Last updated: 21 August 2026. These terms apply to advisory services described on this website. Your signed engagement letter controls if it states different commercial terms.

Refund eligibility

Fees are charged for professional time and reserved calendar capacity. Refunds are available only in the circumstances below. Website content and informational fee pages do not involve product purchases or shipping.

Timeframe to request a refund

Refund requests must be emailed to hello@desktop-cedarhub.click within fourteen (14) days of the invoice date or the event giving rise to the request, whichever is later, unless Australian Consumer Law provides a longer period for a major failure.

Full refunds

A full refund of unused prepaid fees applies if we cancel an engagement for reasons within our control and no replacement date is mutually agreed, or if we decline to proceed after a deposit was taken and before any advisory work commenced.

Partial refunds

If a fixed-fee project (Board Readiness Review or Capital Decision Briefing) is cancelled by the client after work has started, we invoice for time reasonably incurred at our standard day rate and refund any unused balance of the prepaid fee. Succession session series are refunded only for unused future sessions cancelled with at least seven days’ notice.

Non-refundable items

The following are non-refundable once paid: completed session fees, retained months already delivered, third-party room hire booked at the client’s request, and travel costs already incurred with the client’s approval.

Monthly retainers

Owner-Manager Board Advisory retainers are invoiced monthly in advance. A retainer month that has begun is non-refundable. Either party may end the retainer with thirty (30) days’ written notice; prepaid months beyond the notice period are refunded.

Deposits

Project work may require a deposit of up to fifty percent to reserve start dates. Deposits are applied to the final invoice. If the client cancels more than fourteen days before the agreed start, the deposit is refundable less any preparatory work already performed. Cancellations inside fourteen days forfeit the deposit unless we rebook equivalent work with another client for the same dates.

Rescheduling

Sessions may be rescheduled once without charge if you give at least five working days’ notice. Later changes may incur a rescheduling fee of AU$350 or be treated as a delivered session if the diary cannot be reused.

No-shows

If key participants fail to attend a confirmed session without notice, the session is treated as delivered and fees remain payable.

Work already started

Review interviews, pack drafting, and written notes already prepared are billable even if the engagement later ends. Materials prepared for you remain subject to confidentiality terms in the engagement letter.

Refund process and timing

Approved refunds are processed to the original payment method within fourteen business days of written approval. Bank transfers may take longer depending on your institution.

How to request a refund or cancel

Email hello@desktop-cedarhub.click with your engagement reference, the sessions or invoices concerned, and the reason for the request. You may also call (03) 9499 6093. We will confirm next steps in writing.

Consumer guarantees

Nothing in this policy limits rights that cannot be excluded under the Australian Consumer Law.