Refund and cancellation policy
This policy applies to paid franchise development consulting engagements with ScaleHouse Franchise Consulting. It does not cover products, merchandise, or software subscriptions because we do not sell those.
Eligibility overview
Refunds depend on how much work has started, whether dates were reserved, and whether deliverables were already issued. Fee guidance on the website is informational; your signed proposal controls the commercial terms for that engagement.
Deposits
Assessments and recruitment support typically require a 50% deposit to hold workshop dates. Deposits are refundable in full if you cancel more than 10 business days before the first scheduled workshop. Cancellations inside 10 business days forfeit the deposit to cover preparation already underway, unless we cancel or we agree a later start.
Full refunds
You may receive a full refund of amounts paid if:
- We cancel the engagement and cannot offer a reasonable alternative date
- We have not started discovery pack review and you cancel before the kickoff date stated in the proposal
- A duplicate payment was made in error
Partial refunds
If work has started (pack review, modelling, drafting, or workshops held), we invoice for work completed at the rates implied by the proposal and refund the unused balance of prepaid fees. Once a final report or manual pack has been delivered, fees for that stage are non-refundable.
Non-refundable items
- Third-party costs already committed with your approval (for example, South Island travel booked for a confirmed site visit)
- Completed debrief sessions
- Written deliverables already issued to you
Rescheduling and no-shows
You may reschedule a workshop once without fee if you give at least 5 business days’ notice. Shorter notice or a no-show for a confirmed session may be treated as a completed session for billing purposes. We will offer one goodwill reschedule where illness or emergency is communicated promptly.
Work already started
Analysis, drafting, and site observation begun before cancellation remain billable. You keep any interim notes already shared; unfinished drafts remain our working papers unless the proposal says otherwise.
Refund process and timing
Email info@devservicegrid.digital with your proposal reference and reason. We confirm the refund decision within 5 business days. Approved refunds are returned to the original payment method within 10 business days of approval. Bank processing times may add a few days.
Cancellation by ScaleHouse
If we cannot staff an engagement, we will offer a new date or a full refund of amounts paid for undelivered stages.
Contact for refund requests
ScaleHouse Franchise Consulting
Level 9, 75 Hereford Street, Christchurch 8013
Phone: +64 3 555 2960
Email: info@devservicegrid.digital