Refund Policy
Scope and consulting services
StoneCare Advisory Inc. provides consulting, fractional finance support and professional training. This policy explains cancellations, rescheduling and refunds.
Engagement-specific terms
The cancellation and refund terms in an accepted engagement letter, statement of work or training registration agreement take precedence where they differ, subject to applicable law. Fees, deposits and non-refundable commitments will be disclosed before confirmation. Policy changes do not apply retrospectively to existing agreements.
Consulting and project-based services
Clients may cancel by written notice. The client remains responsible for services performed up to the effective cancellation date, valued at agreed rates or milestone terms; reasonable, documented and authorised third-party costs that cannot be recovered; and any cancellation or capacity-reservation charge expressly agreed before work began. Advance payments will be applied against these amounts and any remaining balance refunded. We will provide a breakdown and will not charge twice for the same work or cost. Completed services are not refundable solely because plans change or a desired commercial outcome is not achieved.
Ongoing fractional finance support
Unless the engagement agreement states otherwise, either party may terminate on 30 calendar days’ written notice. Fees remain payable for agreed services delivered during the notice period. Advance payments for services beyond the effective termination date will be refunded, less applicable agreed charges and unrecoverable costs.
Training cancellations and incurred costs
Public training programmes
Unless different terms are disclosed at registration, cancellations received at least 14 calendar days before commencement qualify for a refund of the training fee, less eligible costs already incurred. Cancellations received 7–13 calendar days before commencement qualify for a 50% refund, subject to the cost rule below. Cancellations received fewer than seven calendar days before commencement, and non-attendance, do not qualify for a refund, subject to applicable law.
Costs already incurred
If StoneCare has commenced preparation or delivery, any refund will be reduced by actual, reasonable and documented costs already incurred or irrevocably committed for the client’s booking that cannot be recovered. These may include preparation work, facilitator commitments, venue hire, travel, accommodation, materials and other agreed arrangements. Preparation work is valued at agreed rates or milestone terms. Such costs must have been disclosed or authorised before being incurred. Recoverable costs will not be deducted.
The total amount retained will be the greater of the applicable cancellation charge or eligible incurred costs, capped at the training fee paid. Costs already covered by a cancellation charge will not be charged again. StoneCare will provide a breakdown of deductions.
Substitutions and transfers
A qualified substitute from the same organisation may attend without an additional training fee if written notice is received at least two business days before commencement. Participant-specific costs will be disclosed separately. Transfers may be agreed in writing, subject to availability, fee differences and unrecoverable costs.
Private or customised training
Cancellation and rescheduling terms will be set out in the accepted proposal or engagement agreement. These may include completed preparation and authorised, unrecoverable commitments. Public-programme cancellation percentages do not automatically apply.
StoneCare cancellations and refund requests
Cancellation by StoneCare
If StoneCare cancels a training programme, clients may choose a full refund of the affected programme fee or a transfer to an available alternative. If we materially change its date, location or delivery format, clients may decline the change and receive a refund. Client-cancellation deductions do not apply when StoneCare cancels. Independently booked travel and accommodation are excluded, subject to applicable law and the engagement agreement.
If StoneCare cannot complete a consulting engagement, advance fees for services not delivered will be refunded. Concerns about completed work will be reviewed against the agreed scope.
Service concerns and payment errors
Please report any service that does not meet the agreed scope promptly. We will review the concern and, where appropriate, offer corrective work, a proportionate refund or another agreed remedy. Confirmed duplicate payments and overpayments will be refunded.
Refund requests
Email info@stonecareadvisory.com with your organisation name, invoice or booking reference, affected service and reason for the request. We aim to acknowledge requests within two business days and initiate approved refunds within ten business days, or sooner where required by law. Refunds normally use the original payment method; bank processing times may vary.
Applicable rights
Nothing in this policy limits rights or remedies that cannot lawfully be excluded. Mandatory legal requirements take precedence.