3.1 General approach
We want our refund process to be clear and fair.
Because custom services involve reserved time and work created specifically for a client, refund eligibility depends on the type of purchase, how much work has been completed and whether the product or service has already been supplied.
This policy does not limit any refund, cancellation or consumer rights that cannot legally be excluded.
3.2 Custom PowerPoint and Excel projects
Cancellation before work begins
If you cancel before work has begun, we will normally refund the amount paid.
We may deduct third-party costs that:
- were clearly disclosed or approved;
- were incurred specifically for your project; and
- cannot reasonably be recovered.
Cancellation after work begins
If you cancel after work has begun, any refund will be calculated by deducting:
- the reasonable value of work already completed;
- time already spent;
- completed consultations;
- approved third-party costs; and
- other non-recoverable commitments made for the project.
We will provide a reasonable explanation of the calculation.
After a draft has been delivered
A refund will not normally be given merely because:
- you change your mind;
- your business direction changes;
- an internal stakeholder prefers a different concept;
- you no longer need the deliverable;
- you provided incomplete or inaccurate instructions; or
- the request is outside the agreed project scope.
If the work materially fails to match the written scope, please contact us promptly. We will first be given a reasonable opportunity to correct the issue.
Depending on the circumstances and applicable law, the available remedy may include correction, replacement, partial refund or full refund.
3.3 Consulting and coaching sessions
You may reschedule one session without additional charge by giving at least 48 hours’ notice.
For cancellations:
- at least five business days before the session: refund of the session fee, less any approved and non-recoverable costs;
- between 48 hours and five business days before the session: 50% refund;
- less than 48 hours before the session: no change-of-mind refund; and
- failure to attend without notice: no refund.
We may choose to make a reasonable exception for genuine emergencies.
If we cancel a session, you may choose between:
- rescheduling the session; or
- receiving a refund for the cancelled session.
3.4 Digital downloads and templates
Because digital products can ordinarily be copied or retained after access, change-of-mind refunds are not normally offered once the product has been downloaded, accessed or delivered.
A refund or replacement may be available when:
- you were charged more than once for the same purchase;
- the file is corrupted and we cannot provide a working replacement;
- you received the wrong product;
- the product materially differs from its description; or
- applicable law requires a refund.
You must contact us at askus@fortimond.com and provide reasonable information about the issue.
Where legally required, customers will be asked before immediate digital delivery to expressly consent to delivery beginning and acknowledge any effect this has on a statutory withdrawal right.
3.5 Failure to provide project information
If we cannot begin or continue because you have not provided required information, we may place the project on hold.
If you do not respond for 30 calendar days after a written reminder, we may close the project.
Any refund will take into account work already completed, reserved time and approved non-recoverable costs.
Restarting a closed project may require a new schedule and additional fee.
3.6 Delivery delays
A reasonable delay does not automatically entitle you to a full refund, particularly where the delay is caused by:
- late client feedback;
- incomplete information;
- changes to the scope;
- third-party outages; or
- circumstances outside reasonable control.
Where a fixed written deadline was expressly agreed and we are responsible for a material failure to meet it, we will discuss an appropriate remedy, which may include revised delivery, partial refund or cancellation of the uncompleted portion.
3.7 Requesting a refund
To request a refund, email askus@fortimond.com with:
- your name;
- order or invoice number;
- product or service purchased;
- date of payment;
- reason for the request; and
- relevant screenshots or supporting information.
We may request additional information to verify the transaction and investigate the matter.
3.8 Refund processing
Approved refunds will normally be submitted to the original payment method within 10 business days.
Your bank or payment provider may require additional time to credit the funds to your account.
Currency-conversion differences, international bank charges and fees imposed independently by your bank or payment provider may not be recoverable by us.
3.9 Payment disputes and chargebacks
Please contact us first if you do not recognise a charge or believe a service was not provided as agreed. This gives us an opportunity to investigate and resolve the matter promptly.
Nothing in this section prevents you from exercising a lawful right through your bank, payment provider or consumer-protection authority.