Refunds and cancellations

Scope

These terms apply to professional advisory consultations, readiness reviews, catchment workshops, and stakeholder alignment sessions. We do not sell physical products, software subscriptions, or downloadable courses through this site.

Eligibility

Refund eligibility depends on how much work has started, whether discovery travel has been booked, and the notice you provide. Australian Consumer Law rights remain available where they apply.

Deposits

A deposit may be required to reserve discovery dates or workshop slots. Deposits are credited toward the final engagement fee. Unused deposit amounts are handled under the cancellation rules below.

Cancellation by you

• More than 14 days before the first scheduled discovery or workshop day: full refund of fees paid for work not yet started, less any non-recoverable third-party costs already incurred with your approval (for example room hire).
• Between 7 and 14 days before: 50% of the deposit may be retained to cover preparation already performed.
• Fewer than 7 days before, or after fieldwork has begun: fees for work already performed are payable; remaining prepaid amounts for unfinished stages may be refunded on a proportional basis.

Rescheduling

You may request one reschedule without penalty if notice is given at least 7 days before the first field day and alternative dates are mutually available within 60 days. Further reschedules may incur a scheduling fee reflecting administrative time.

No-shows

If key participants fail to attend a booked workshop or discovery day without notice, that day may be treated as delivered for billing purposes. A replacement session can be quoted separately.

Work already started

Once interviews, site walks, or analysis have begun, refunds apply only to unused later stages. Draft materials already prepared remain billable.

Purchased materials and third-party costs

Maps, room hire, or travel booked at your request and already paid to third parties are non-refundable through us once committed, unless the third party refunds us.

Full or partial refunds — processing

Approved refunds are processed within 14 business days to the original payment method where possible. Bank transfers may take longer depending on your financial institution.

Cancellation by us

If we must cancel due to advisor illness, severe weather affecting fieldwork, or other causes beyond our control, we will offer a new date or a full refund of amounts paid for undelivered work.

How to request a refund

Email hello@desktop-covecore.click with your engagement reference, or call (07) 4048 0570. Include the reason for the request and preferred resolution (refund or reschedule).

Exceptions

Custom multi-region travel packages may carry different notice periods stated in the engagement letter. Where the letter and this page differ, the signed engagement letter prevails for that project.