Refund Policy

01

Overview

This Refund Policy explains how cancellations and refunds work for the consulting and advisory services provided by Equipment Service and Supply. Because we provide professional services rather than physical products, refunds are handled based on the work performed and the stage of the engagement, as described below and as set out in your proposal or statement of work.

02

Nature of our services

Our services are advisory and are delivered as professional time, analysis, planning, and coordination. Value is delivered progressively across an engagement rather than as a single shippable item. For that reason, refund eligibility is tied to whether and how much work has been performed at the time of cancellation.

03

Deposits and scheduling

Some engagements require a deposit or an initial payment to reserve capacity and to begin discovery work. Unless your proposal states that a deposit is non-refundable, a deposit is applied against the fees for your engagement. Where work has already begun against a deposit, the value of that work may be retained as described in the sections below.

04

Cancellation by you

You may cancel an engagement at any time by notifying us in writing. The effective date of cancellation is the date we receive your notice. On cancellation:

• You remain responsible for fees for services performed up to the effective date.
• Any prepaid amount that exceeds the value of work performed and committed costs is eligible for refund.
• Work in progress is brought to an orderly stopping point so that completed analysis can be handed over where practical.

05

Refund eligibility

You are generally eligible for a refund of the prepaid, unearned portion of your fees in situations such as:

• You cancel before substantive work on the engagement has begun.
• You prepaid for a defined phase that we did not start or complete.
• We are unable to deliver the agreed services and no equivalent remedy is agreed.

The refundable amount is the prepaid sum less the value of services already performed and less any non-recoverable costs we committed on your behalf with your authorization.

06

Non-refundable work

The following are generally not refundable because the value has already been delivered or the cost has already been incurred:

• Hours already worked and advisory sessions already delivered.
• Completed deliverables, reports, plans, or specifications that have been provided to you.
• Fees expressly designated as non-refundable in your proposal or statement of work.
• Third-party costs committed at your direction that cannot be recovered.

07

Cancellation by us

In the rare event that we must cancel an engagement for reasons within our control and we cannot provide an agreed alternative, we will refund the prepaid portion of fees for services not yet performed. We are not responsible for indirect or consequential losses arising from such cancellation, as described in our Terms and Conditions.

08

How to request

To request a refund, contact us in writing using the details at the end of this policy and include your name, company, the engagement reference or proposal, and a brief description of the request. We may ask for additional details to review the request fairly.

09

Method and timing

Approved refunds are issued using the original payment method where reasonably possible, or by another agreed method. We aim to process approved refunds promptly, typically within a reasonable number of business days after the refund amount is confirmed. The time for the funds to appear depends on your payment provider.

10

Supplier payments

Payments you make directly to equipment suppliers, manufacturers, logistics providers, or other third parties are governed by those parties’ own refund, return, and cancellation terms. Equipment Service and Supply does not control and cannot refund amounts paid to a third party. We can, within our advisory role, help you understand and pursue a supplier’s process.

11

Changes to this policy

We may update this Refund Policy from time to time. Changes take effect when posted here, and the date below will be revised. The policy in effect at the time your engagement is agreed will apply to that engagement, unless we agree otherwise in writing.

12

Contact

For questions about cancellations or refunds, contact Equipment Service and Supply using the details below.