1. Pre-Engagement Consultations
Initial consultations and conversations are non-binding and free of charge. No payment is expected unless a service scope and timeline are agreed upon in writing.
2. Cancellation by Client
If a client wishes to cancel a scheduled service, we request written notice as early as possible. If work has not commenced, no charges will apply. If preparation has begun, partial refunds may be discussed based on the time and effort already invested.
3. Cancellation by Shilltow
In rare cases where we are unable to fulfill a confirmed request, we will notify the client promptly and offer a full refund of any amount paid in advance. Alternative scheduling may be proposed where appropriate.
4. Refund Eligibility
Refunds are only processed if the original agreement included a paid service component. If no payment has been received, there is no refund applicable. Refunds will not be issued for coordination steps already completed or delivered.
5. Rescheduling Options
Clients may request a reschedule if circumstances change. We aim to be flexible, and all rescheduling requests are subject to availability. No additional fees apply if the new schedule fits our operational calendar.
6. Refund Process
Refunds, when approved, are processed through the same payment method used for the original transaction. The timeframe for return processing may vary depending on financial institutions.
7. Non-Refundable Items
Expenses incurred for external vendor bookings, transportation, or subcontracted services are generally non-refundable. These costs are subject to the terms of third-party providers.