Refund Policy

Last Updated: January 15, 2025

1. Overview

At CapitalBaseline, we are committed to providing high-quality financial advisory services and ensuring client satisfaction. This Refund Policy explains our approach to refunds, cancellations, and service guarantees for our various service offerings.

This policy should be read in conjunction with our Terms & Conditions and any specific service agreements you have entered into with us.

2. General Refund Principles

2.1 Service-Based Nature

Our services consist primarily of professional advisory, analysis, and consulting work. Once services are performed, time and expertise have been invested and cannot be returned. Therefore, refunds are generally limited to specific circumstances outlined in this policy.

2.2 Satisfaction Commitment

While we maintain limited refund eligibility due to the nature of our services, we are deeply committed to client satisfaction. If you are unsatisfied with our services, we encourage you to contact us immediately so we can address your concerns.

3. Service-Specific Refund Policies

3.1 Capital Readiness Assessments

3.1.1 Initial Consultation

Initial consultations are typically complimentary or offered at a reduced introductory rate. These are non-refundable as they represent our time and expertise investment in understanding your business.

3.1.2 Comprehensive Assessments

For comprehensive capital readiness assessments:

• Before Work Begins: Full refund available if you cancel within 48 hours of payment and before we begin analytical work
• During Assessment Phase: If you cancel after work has begun but before completion, you will be charged for work completed at our standard hourly rate, with the balance refunded
• After Delivery: No refunds available once the final assessment report has been delivered

3.1.3 Quality Guarantee

If you are unsatisfied with the quality or comprehensiveness of your assessment, you may request a review within 14 days of delivery. We will:

• Review your specific concerns
• Provide additional analysis or clarification at no charge
• In exceptional cases where we failed to meet agreed-upon scope, provide a partial refund

3.2 Ongoing Advisory Services

3.2.1 Monthly Retainers

For monthly retainer-based advisory services:

• Fees are billed monthly in advance
• You may cancel at any time with 30 days written notice
• No refunds for the current billing month
• No fees charged for subsequent months after the notice period
• Unused hours or services do not roll over or qualify for refunds

3.2.2 Project-Based Consulting

For fixed-price project engagements:

• Upfront Payment: A portion of project fees (typically 30-50%) is due upfront and is non-refundable once work begins
• Milestone Payments: Subsequent payments are due upon achievement of defined milestones and are non-refundable once the milestone is completed
• Early Termination: If either party terminates the engagement early, you pay only for completed work based on agreed-upon milestones or hourly rates

3.3 Educational Content and White Papers

3.3.1 Free Content

Our blog articles, white papers, and publicly available educational content are provided free of charge and do not involve refunds.

3.3.2 Premium Content

If we offer premium educational content, courses, or workshops in the future:

• Digital products are refundable within 14 days if you have accessed less than 25% of the content
• Live workshops or webinars are refundable up to 7 days before the event date
• No refunds for live events within 7 days of the event or after the event has occurred

3.4 Newsletter Subscriptions

Our newsletter subscription service is provided free of charge. You may unsubscribe at any time through the link provided in each email or by contacting us directly.

4. Refund Request Process

4.1 How to Request a Refund

To request a refund, you must:

1. Submit a written refund request to [email protected]
2. Include your name, company name, and invoice number
3. Clearly state the reason for the refund request
4. Provide any relevant supporting documentation
5. Submit the request within the applicable timeframe for your service type

4.2 Refund Review Timeline

We will review your refund request within 5-7 business days and notify you of our decision via email. If approved, refunds will be processed within 10-14 business days.

4.3 Method of Refund

Approved refunds will be issued to the original payment method used for the purchase. If the original payment method is no longer available, we will work with you to arrange an alternative refund method.

5. Exceptions and Special Circumstances

5.1 Service Delivery Failure

If we fail to deliver services as outlined in your service agreement due to our fault, you may be eligible for a full or partial refund depending on the extent of non-performance.

5.2 Technical Issues

If technical issues on our end prevent you from accessing paid services or content, we will:

• Extend your access period to compensate for the downtime
• Provide alternative access methods
• Issue a refund only if technical issues cannot be reasonably resolved

5.3 Extenuating Circumstances

In cases of serious illness, death, or other significant personal emergencies, we may consider refund requests outside our standard policy on a case-by-case basis. Please contact us to discuss your situation.

6. Non-Refundable Items and Services

The following are strictly non-refundable:

• Completed advisory work and delivered reports
• Time spent in consultations or meetings
• Custom research and analysis performed specifically for your business
• Third-party costs incurred on your behalf (e.g., data subscriptions, specialized tools)
• Services used or accessed beyond applicable refund windows
• Fees for services canceled without proper notice

7. Cancellation Policy

7.1 Scheduled Consultations

For scheduled consultation appointments:

• More than 48 hours notice: Full credit or refund
• 24-48 hours notice: 50% fee applies
• Less than 24 hours or no-show: Full fee applies

7.2 Project Engagements

Either party may terminate a project engagement with written notice. Upon termination:

• You are responsible for payment of all work completed to date
• We will provide a final accounting of time and deliverables
• Any prepaid amounts for incomplete work will be refunded
• Both parties retain rights to their respective pre-existing intellectual property

8. Dispute Resolution

8.1 Internal Resolution

If you dispute a charge or have concerns about services rendered, we encourage you to contact us directly first. Most issues can be resolved through direct communication.

8.2 Escalation Process

If your concern is not resolved to your satisfaction:

1. Request a review by senior management at [email protected]
2. We will conduct an internal review within 10 business days
3. You will receive a written response with our findings and any proposed resolution

8.3 Chargeback Policy

We strongly discourage initiating chargebacks without first contacting us to resolve the issue. Chargebacks:

• May result in suspension of services
• Require us to defend against false claims, incurring costs
• May be contested if they misrepresent the situation

Please work with us directly before initiating a chargeback.

9. Satisfaction Guarantee

9.1 Our Commitment

While refunds are limited by the nature of our professional services, we stand behind our work quality. If you are unsatisfied, we commit to:

• Listening to your concerns thoroughly
• Providing additional clarification or analysis where appropriate
• Revising deliverables if they don't meet agreed-upon specifications
• Working with you to achieve a fair resolution

9.2 Service Recovery

Before considering refunds, we will attempt to address your concerns through:

• Additional consultation time at no charge
• Supplementary analysis or reports
• Assignment of different team members
• Adjustment of service approach to better meet your needs

10. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website with an updated "Last Updated" date. Material changes may be communicated via email to active clients.

Refund requests will be governed by the policy in effect at the time of your service purchase, unless otherwise required by law.

11. Geographic Considerations

11.1 European Union Consumers

If you are a consumer in the European Union, you may have additional rights under EU consumer protection laws, including:

• 14-day cooling-off period for distance contracts (may not apply to custom services)
• Right to cancel certain digital content before download/streaming begins

These rights are in addition to, not replacement of, this Refund Policy.

11.2 Other Jurisdictions

If you are located in a jurisdiction with consumer protection laws that provide additional refund rights, those laws apply to the extent they are more favorable to you than this policy.

12. Contact Information

For questions about this Refund Policy or to request a refund, please contact us:

CapitalBaseline
6 Kiarra Boulevard
Lake Marlonmouth, ACT 2273
France

Email: [email protected]
Phone: +5018162330

Company Registration Number: 78361294

13. Acknowledgment

By engaging our services, you acknowledge that you have read, understood, and agree to this Refund Policy. This policy forms part of your agreement with CapitalBaseline and should be read together with our Terms & Conditions.