Cancellation Policy

1. Cancellation by Client

Clients may request cancellation of services under the following terms, unless a signed engagement agreement states otherwise:

• Before work starts: Refunds may be issued minus payment gateway charges, administrative effort, and any third-party costs already incurred
• After diagnosis or advisory work has started: Fees are assessed based on work completed, meetings held, analysis performed, and deliverables already prepared
• After diagnostic findings are delivered: The advisory or diagnostic service is considered delivered, except where a specific written guarantee applies
• Selective implementation work: Cancellation and settlement are based on the agreed scope, completed milestones, third-party costs, and handover requirements

2. Booking and Paid Diagnostic Sessions

For scheduled diagnostic sessions, please contact us as early as possible if you need to reschedule or cancel.

• Rescheduling is usually easier than cancellation when the request is made before the scheduled session
• No-shows or last-minute cancellations may be treated as service time consumed

3. Cancellation by Emizhi Digital

We reserve the right to cancel services in the following situations:

• Client non-payment after multiple reminders
• Violation of our terms and conditions
• Requests for illegal or unethical services
• Prolonged inactivity, missing access, or unavailable stakeholders that prevent the engagement from continuing
• A material scope mismatch identified before or during the engagement

In such cases, clients receive completed work or findings prepared up to that point, and any refund is calculated against undelivered services and unrecoverable costs.

4. Cancellation Process

1. Submit a written cancellation request to your engagement contact or [email protected]
2. Include your invoice, payment, booking, or engagement reference where available
3. We will review and respond within 2 business days
4. Final settlement is calculated based on work completed, costs incurred, and any applicable guarantee terms
5. Any approved handover or refund follows the timelines in the relevant agreement or refund policy

5. Retainer and Ongoing Advisory Services

For ongoing advisory or leadership support:

• Monthly retainers generally require written notice before the next billing cycle unless otherwise agreed
• Unused time does not automatically roll over unless the agreement says so
• No partial month refunds apply unless specified in the engagement agreement

6. Contact

For cancellation requests, please contact your project manager or email us at [email protected]