Refunds & cancellation
These terms apply to paid Instance Flowhub engagements such as assessments, reporting retainers, occupancy reviews, and workshops. They do not cover software products or physical goods, which we do not sell.
Eligibility
Refunds depend on how much work has started and whether dates were reserved for observation or workshops. Fixed-fee engagements and monthly reporting packs are treated separately below.
Deposits
Assessments and reviews may require a deposit stated in the quote (typically 30% of the fixed fee) to reserve observation days. Deposits are credited toward the final invoice.
Cancellation by the client
- More than 14 days before the first scheduled on-site day: full refund of deposit minus any non-recoverable travel already approved in writing.
- 7–14 days before: 50% of the deposit may be retained for reserved calendar time.
- Fewer than 7 days before, or after observation has begun: deposit is non-refundable; work completed to date is invoiced proportionally.
Rescheduling
One reschedule with at least 7 days’ notice is usually accepted without penalty if our team remains available. Shorter notice may incur a rescheduling fee disclosed in the statement of work.
Monthly reporting packs
Retainers bill monthly in advance. Cancel with written notice before the next billing date to avoid the following month’s fee. Months already delivered are not refundable.
Workshops
Workshops cancelled more than 10 days ahead receive a full refund. Within 10 days, preparation time may be charged up to 40% of the session fee. No-shows without notice are charged in full.
Work already started
Analysis hours, draft reports, and completed briefings are billable even if the remaining scope is cancelled. Purchased third-party materials (for example printed workshop packs ordered at your request) are non-refundable once ordered.
Processing
Approved refunds are returned to the original payment method within 14 business days. Contact info@instance-flowhub.digital or +995 32 291 0052 with your engagement reference to request a review.
Exceptions
If Instance Flowhub cancels an engagement for reasons other than client non-cooperation or force majeure, you receive a full refund of amounts paid for undelivered work.