Refund and Cancellation Policy

1. Purpose

This Refund and Cancellation Policy explains how HeySunbird handles refunds, cancellations, deposits, retainers, workshops, project fees, and billing disputes.
 

This Policy applies unless a signed agreement, proposal, statement of work, or invoice states otherwise.

Nothing in this Policy limits rights that cannot be limited under applicable law.

2. General Position

Because HeySunbird provides professional services, consulting time, advisory input, planning work, digital deliverables, workshops, and reserved capacity, fees are generally non-refundable once work has started, time has been reserved, or services have been delivered.
 

Refunds are considered only where:

• required by law;

• we fail to provide the agreed service due to an issue within our control;

• a duplicate or erroneous payment has been made;

• a written agreement expressly allows a refund;

• we approve a refund at our discretion.

3. Deposits and Setup Fees

Deposits, booking fees, onboarding fees, and setup fees are non-refundable unless required by law or agreed in writing.

These fees secure time, capacity, preparation, administration, and planning.

4. Project Cancellations

If you cancel a project after acceptance:

• you must pay for all work completed up to cancellation;

• you must pay for committed third-party costs;

• you must pay for preparation time already incurred;

• any unpaid invoices remain payable;

• we can deduct these amounts from any advance payment before considering a partial refund.

If cancellation occurs before work starts, we can retain a reasonable amount for administration, planning, reserved capacity, and costs already incurred.

5. Retainer Cancellations

Unless the applicable retainer agreement states otherwise:

• retainers are payable in advance;

• retainer fees are non-refundable once the retainer month has started;

• unused time or capacity does not roll over;

• cancellation prevents future billing but does not refund the current billing period;

• a minimum notice period of 30 calendar days applies to cancellation.

6. Workshops and Advisory Sessions

For workshops, strategy sessions, advisory sessions, training sessions, or facilitated meetings:

• cancellation more than 7 calendar days before the session can be rescheduled once without penalty;

• cancellation within 7 calendar days can attract a cancellation fee of up to 50%;

• cancellation within 48 hours can be charged in full;

• no-shows are charged in full;

• preparation work, customised materials, and third-party costs remain payable.

7. Digital Products, Templates, and Downloadable Materials

Where we sell digital products, templates, toolkits, documents, calculators, or downloadable resources:

• sales are final once access is granted or the file is delivered;

• refunds are not provided for change of mind, lack of use, or incompatibility with your systems;

• if a file is defective or inaccessible due to our error, we will provide a replacement or reasonable technical assistance.

8. Consumer Rights

If you are a consumer under applicable consumer protection law, you can have statutory rights that apply despite this Policy.
 

Where a cooling-off period, cancellation right, or refund right applies by law, we will comply with that obligation.
 

Where you request immediate performance of digital or professional services, you acknowledge that cancellation or refund rights can be affected once services begin, work is performed, or digital access is provided, subject to applicable law.

9. Non-Refundable Circumstances

Unless required by law, refunds are not provided for:

• change of mind;

• unused retainer time;

• missed meetings;

• delayed client feedback;

• rejected advice where work was performed;

• dissatisfaction caused by changed internal priorities;

• inability to implement recommendations;

• third-party platform changes or failures;

• client-side delays;

• lack of stakeholder alignment;

• work outside our control;

• completed services;

• approved deliverables;

• downloadable digital materials already accessed.

10. Billing Errors

If you believe you have been billed incorrectly, contact us within 7 calendar days of receiving the invoice.

We will review the issue and correct confirmed billing errors.

11. Chargebacks and Payment Disputes

You agree to contact us first to resolve billing concerns before initiating a chargeback or payment dispute.
 

If a chargeback is initiated without first attempting resolution, we can suspend services, withhold deliverables, and recover reasonable costs related to the dispute.

12. Refund Process

Approved refunds are processed to the original payment method where possible.

Refund timing depends on banks, payment providers, and payment method.
 

We are not responsible for bank delays, currency fluctuations, or third-party processing fees.

13. Contact

For refund or cancellation questions, contact: hello@heysunbird.com