Refund and Cancellation Policy

1. Scope of this policy

This policy applies to diagnostics, implementation sprints, workshops, coaching packages and operations partnerships provided by Premier Office Pro. Where an Engagement Agreement contains different terms, the Engagement Agreement takes priority.

2. Free discovery calls

Discovery calls are free of charge. If you need to cancel or reschedule, please let us know as early as possible so we can offer the time to someone else. There is no fee for rescheduling a discovery call.

3. Workshops and coaching sessions

• Cancellations made 7 or more days before a scheduled workshop receive a full refund or a free reschedule.
• Cancellations made between 3 and 6 days before receive a 50% refund, or a full credit if rescheduled within 60 days.
• Cancellations made less than 72 hours before are not refundable, but we will offer one reschedule at no extra cost where possible.
• Individual coaching sessions can be rescheduled free of charge with at least 24 hours’ notice. Sessions missed without notice count as delivered.

4. Diagnostics and implementation sprints

Because these engagements require us to reserve consultant time, the following applies:

• If you cancel before the agreed start date, any initial payment is refunded in full, minus documented costs already incurred on your behalf.
• If you cancel after work has started, you pay for work completed up to the cancellation date, calculated against the milestones in your Engagement Agreement. Any amount paid beyond that is refunded.
• All completed deliverables up to the cancellation date are handed over to you.

5. Operations partnerships

Monthly operations partnerships can be cancelled with 30 days’ written notice. Fees for the notice period remain payable, and work continues during that period unless both parties agree otherwise. Prepaid months beyond the notice period are refunded.

6. Pausing an engagement

If business priorities change, you may request a pause. Engagements can usually be paused once for up to 60 days without penalty. We will agree a revised timeline in writing; consultant availability after a pause is subject to scheduling.

7. Satisfaction and remedies

If you believe a deliverable does not meet the agreed scope, tell us within 14 days of delivery. We will review it with you and, where it falls short of what was agreed, revise it at no additional cost. If we cannot resolve the issue, we will discuss a fair partial refund for the affected deliverable.

8. Cancellation by Premier Office Pro

In the unlikely event that we must cancel or cannot continue an engagement, we will give as much notice as possible, hand over all work completed, and refund any fees paid for work not yet delivered.

9. How refunds are paid

Approved refunds are paid using the original payment method or by bank transfer within 14 business days of approval. We will confirm the amount and calculation in writing before processing.

10. How to cancel or request a refund

Send your request to info@premierofficepro.com with your company name, the engagement or session concerned and the reason for your request. We will acknowledge it within two business days.