Refund & Cancellation Policy

Scope

This policy applies to fixed-fee advisory engagements: Package Design Engagement, Offer Audit, and Pricing Structure Review. It does not cover third-party expenses billed at cost with your prior approval.

Deposits and payment

Engagements require a fifty percent deposit on acceptance of the written proposal. The balance is due on final delivery of agreed documents. Deposits are non-refundable once discovery work has commenced, except where required by the Australian Consumer Law.

Cancellation by client

Before discovery begins: You may cancel within five business days of paying the deposit for a full deposit refund, minus any bank transfer fees.

After discovery begins: If you cancel after interviews or workshops have occurred, the deposit is retained. Any additional work completed beyond the deposit value will be invoiced pro-rata at the agreed project fee.

After draft delivery: No refund is available once draft package documents have been delivered, though you may request a pause of up to thirty days by written notice.

Cancellation by Dogwood Core

We may cancel an engagement if you fail to provide required materials or participation after two written reminders spaced at least seven days apart. In that case, work completed to date is invoiced pro-rata and any unearned portion of the deposit is refunded.

Rescheduling

Workshops and working sessions may be rescheduled with at least forty-eight hours notice at no charge. Sessions cancelled with less than forty-eight hours notice may be charged at AUD 280 per missed session to cover reserved time.

No-shows

If you miss a scheduled session without notice, we will attempt to reschedule once. A second no-show without twenty-four hours notice is treated as a completed session.

Work already started

Advisory work is labour-based. Once interviews, analysis, or drafting has occurred, that portion of the fee is non-refundable because the time cannot be returned.

Materials purchased on your behalf

We rarely purchase materials on client behalf. If pre-approved expenses are incurred before cancellation, those costs are non-refundable.

Refund process

Approved refunds are processed within fourteen business days to the original payment method. Contact info@system-dogwoodcore.click with your invoice number and reason for the request.

Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law where our services fail to meet consumer guarantees. If advisory deliverables materially fail to match the written proposal, contact us to remedy the situation before requesting external dispute resolution.

Disputes

We aim to resolve refund requests directly. Unresolved disputes may be referred to mediation in Hobart, Tasmania.

Last updated: August 2026