Refund policy

This policy applies to paid escalation procedure audit engagements with Futurenettools. Website prices are informational only; fees, deposits, and schedules are set in the written proposal or statement of work.

Eligibility

Refunds are considered when we cancel an engagement we cannot deliver, or when you cancel before fieldwork starts under the conditions below. Once ticket sampling, interviews, or workshops have begun, fees for work already performed are non-refundable.

Timeframe to request

Refund requests must be sent in writing to hello@futurenettools.digital within 14 days of the event giving rise to the request (for example, our cancellation notice or your pre-fieldwork cancellation).

Full and partial refunds

If we cancel before any fieldwork, you receive a full refund of amounts paid for that engagement. If you cancel at least 10 business days before the agreed start date, deposits are refundable minus any agreed scoping fees already delivered. Cancellations inside 10 business days may receive a partial refund at our discretion, reflecting preparation already completed.

Non-refundable items

Completed deliverables (findings packs, contact matrices, walkthrough sessions already held), third-party meeting costs expressly approved by you, and scoping work delivered under a paid discovery note are non-refundable.

Refund process and timing

Approved refunds are processed to the original payment method within 14 business days of approval. Bank processing times may add several days depending on your institution.

Cancellation and rescheduling

You may request to reschedule once without penalty if notice is given at least 10 business days before the start date and a new date is agreed within 60 days. Later reschedules may incur a rescheduling fee stated in the proposal.

Deposits and no-shows

Where a deposit is required to hold a start date, it is applied to the final invoice. Client no-shows for scheduled workshops without 48 hours’ notice may forfeit the deposit for that session.

Work already started

If you withdraw after fieldwork begins, you remain responsible for fees covering completed milestones. Unused future milestones may be cancelled with a partial refund of prepayments for those milestones only.

Exceptions

Force majeure events preventing either party from performing may lead to rescheduling or a mutual settlement of prepaid amounts for undelivered work. This policy does not cover products, software licences, or physical goods — we do not sell those.

Contact

Refund requests: hello@futurenettools.digital · +852 2529 8755 · Fujiya Mans, Wan Chai, Hong Kong