Refund & Cancellation Policy

1. Purpose and service model

Woodlentra Studio provides customized professional services rather than standardized physical goods. Time, specialist capacity and project resources are reserved in advance, and much of the value is created through analysis, planning, design, configuration, code, documentation and decisions that cannot be returned after delivery. This Policy explains when cancellation, credit or refund review may be available.

A signed proposal, statement of work or other project document may establish different terms for a particular engagement. Where those written terms conflict with this Policy, the signed project document controls.

2. Consultation sessions

A Discovery & Tech Strategy Consultation is reserved for a defined time. A client may request one rescheduling without charge when written notice is received at least two business days before the scheduled start. A second rescheduling, or a request received with less notice, may require a new session fee. Failure to attend, inability to access the agreed meeting channel, or arrival that materially shortens the session does not create a refund right.

If Woodlentra Studio must cancel a paid consultation and cannot provide a mutually reasonable alternative, the client may choose a full refund of the session fee or a credit toward another service. Preparation completed at the client’s request beyond ordinary session preparation may be charged if documented in advance.

3. Deposits and reservation fees

Deposits reserve production capacity, fund onboarding and compensate for turning away conflicting work. Unless the applicable project document expressly states that a deposit is refundable, deposits become nonrefundable when the engagement is accepted and scheduling, discovery, setup, analysis or resource reservation begins. A deposit is applied to the project fees described in the applicable document and is not a general store credit.

If the client cancels before any work or material resource reservation begins, Woodlentra Studio may, in its reasonable discretion, refund all or part of the deposit after deducting payment processing, administrative and committed third-party costs. This discretionary review does not convert a stated nonrefundable deposit into a refundable payment.

4. Fixed-price and milestone projects

For fixed-price or milestone work, amounts attributable to completed work, partially completed work, approved deliverables, committed resources and noncancelable costs are not refundable. If a client terminates a project for convenience, the account will be reconciled through the termination date. The client must pay for work performed, work in progress measured reasonably against the applicable milestone, authorized expenses, licenses, specialist commitments and transition services.

Where prepaid amounts exceed the reconciled amount, the excess will be returned after final accounting. Where the reconciled amount exceeds payments received, the remaining balance is due. A milestone is not refundable merely because later business priorities change, the client elects not to deploy the work, or another provider is selected.

5. Monthly retainers and advisory services

Retainers reserve ongoing access, planning capacity and delivery availability. A retainer period already started is nonrefundable unless a signed agreement states otherwise. Cancellation applies prospectively and must follow the notice period in the applicable agreement. Unused hours or capacity do not roll over, convert to cash or create a refund unless expressly documented.

If the client requests a pause, Woodlentra Studio may offer a written pause arrangement based on capacity and project conditions. A pause is not effective until confirmed and may include a reduced reservation charge, revised schedule or remobilization fee.

6. Client delay, inactivity and blocked work

Refunds are not available for time or cost caused by missing content, access, approvals, credentials, decisions, stakeholder availability or other client dependencies. If work is blocked for more than the period stated in the project documents, Woodlentra Studio may reallocate capacity, move the project to the next available schedule, invoice completed work, charge reasonable remobilization costs or terminate the engagement.

A project does not remain indefinitely open because a client has stopped responding. After reasonable notice, completed or substantially completed items may be treated as delivered, and outstanding amounts remain due.

7. Change of mind and changed requirements

A refund is not provided because the client changes preference, strategy, platform, personnel, budget, launch date or requirements after approving a direction. Such changes are handled through change control. Work performed under the approved direction remains payable even when it is later replaced or no longer used.

8. Defects and service correction

A claimed defect should be reported within the acceptance or warranty period in the applicable project document and must identify a reproducible failure to meet an express requirement. The first remedy is reasonable investigation and correction or re-performance. A refund is not the automatic remedy for a defect and will be considered only where correction is not commercially reasonable, the issue is material, and another remedy is not required by the signed agreement or applicable law.

Items are not defects when they arise from third-party services, client modifications, unsupported environments, inaccurate source data, newly requested behavior, conditions outside agreed assumptions or failure to follow documentation.

9. Third-party fees and licenses

Hosting, cloud services, software subscriptions, app-store fees, fonts, plugins, domains, specialist services and other third-party charges are governed by the provider’s terms. Once purchased, provisioned or committed, those amounts are nonrefundable by Woodlentra Studio even if the client cancels. Any refund available directly from the provider will be handled according to the provider’s process and, where received by Woodlentra Studio for the client’s account, credited appropriately.

10. Cancellation by Woodlentra Studio

Woodlentra Studio may suspend or terminate work for nonpayment, unlawful or unsafe instructions, missing authorization, abusive conduct, material breach, unmanaged security risk or repeated failure to provide required dependencies. Amounts for work completed and committed costs remain payable. If the studio terminates for convenience without client breach, prepaid fees for work not performed or committed will be reconciled and returned.

11. How to request cancellation or refund review

A request must be submitted in writing using the contact details below and should identify the client, project, invoice, payment date, reason, requested effective date and relevant supporting information. The person making the request must be authorized to act for the contracting client. Woodlentra Studio may request verification before discussing account information.

Approved refunds are returned to the original payment method where reasonably possible. Processing time depends on the payment provider and financial institution. Bank, platform, currency-conversion and intermediary charges not retained by Woodlentra Studio are not refundable.

12. Chargebacks and payment disputes

A client should contact Woodlentra Studio and allow a reasonable opportunity to review a billing concern before initiating a chargeback. A chargeback does not cancel contractual payment obligations or transfer intellectual-property rights. The studio may provide project documents, approval records, delivery evidence and communications to the payment provider and may suspend services while a dispute is pending.

13. Mandatory legal rights

Nothing in this Policy excludes a refund or cancellation right that cannot lawfully be waived. Because most services are business-to-business, custom and commenced at the client’s request, consumer cooling-off rules may not apply. The applicability of any mandatory right depends on the client’s status, location and transaction.