Cancellation and Refund Policy

This policy describes how Artisan Tropic handles cancellation, rescheduling, and refunds for consulting services. The written engagement agreement governs project-specific terms. Mandatory legal rights and remedies take priority.

Requesting a cancellation

An authorized representative of the client should email us with the company name, project or invoice number, affected work or milestone, and the requested cancellation date. We confirm receipt and the effective date. If the agreement does not specify a notice period or effective date, cancellation takes effect when we receive the written notice or on the later date specified in the notice.

Rescheduling sessions or milestones

Tell us as soon as a session or milestone needs to move. We review availability and any dependencies, including access to stakeholders or information needed for the work. If rescheduling changes the agreed fees, deliverables, or dates, both parties confirm the change in writing. Any applicable reservation or rescheduling charges follow the agreement and applicable law.

Calculation when a client cancels

Unless the agreement provides another permitted calculation, we apply amounts already paid to fees earned for work performed through the effective date and preapproved, nonrecoverable expenses incurred by that date. The written scope and fee schedule determine how completed work is valued. If the client cancels before work starts, the calculation considers any preapproved, nonrecoverable expenses already incurred.

We return the unused balance after reconciliation. If amounts properly due exceed the payments we received, we issue a final invoice for the difference with a breakdown of the work and expenses covered. The treatment of any deposit, cancellation fee, or milestone reservation follows the accepted written terms and applicable law.

When we cancel or cannot complete the work

If we cancel an engagement before completing the work, we explain what was delivered and what remains. We refund any prepayment allocated to services we will no longer deliver, subject to the engagement agreement and applicable law. If rescheduling or changing the scope is practical, we can discuss the option with your representative and confirm any revised terms in writing.

How we issue a refund

We provide a written reconciliation showing final charges, payments received, any refund due, and the anticipated issue date. We follow applicable deadlines and use the original payment method where feasible. If that method is unavailable, we coordinate a verified alternative with the organization that made the payment. Bank or processor posting times can vary.

Billing questions and policy review

If the balance appears incorrect, contact us with the invoice number and the amount or item in question. We review it against the written agreement, approved expenses, and payment record. We review this policy annually and when we change our cancellation or refund process.

Read the Payment and Billing Policy