Scope
This policy applies to paid professional engagements with Resolver Vertex Base, including Resolution Path Reviews, Pathway Mapping Sessions, and Case Sample Reviews. It does not cover goods, software licences, or subscriptions because we do not sell those.
Eligibility
Refunds depend on how far the engagement has progressed and whether costs have already been incurred (travel booked, interview days reserved, sample reading begun).
Timeframe to request
Contact us as soon as you need to cancel or reschedule. Refund requests should be emailed to hello@resolververtexbase.digital within 14 days of the event giving rise to the request (for example, cancellation notice or disputed invoice), unless a longer period is required by Australian Consumer Law.
Full refunds
A full refund of amounts paid is available if:
- We cancel the engagement for reasons within our control and cannot offer a suitable alternative date; or
- You cancel in writing before we have started reading sample files or facilitating a session, and before non-refundable travel has been purchased on your behalf.
Partial refunds
If work has started — including sample reading, interview preparation, or session facilitation — we may refund the unused portion of fees after deducting:
- Time already spent at the rates implied by the fixed fee
- Non-recoverable travel or room costs approved in the proposal
Deposits may be retained in part where we have declined other work to hold your dates and cancellation occurs inside 10 business days of the first scheduled fieldwork day.
Non-refundable items
- Completed reports and session summaries already delivered
- Third-party costs expressly marked non-refundable in the proposal once purchased with your approval
- Administrative card or bank fees if a payment provider charges them (we invoice by bank transfer by default)
Work already started
Once file reading or facilitation begins, fees for completed stages are payable. We will itemise stages in any partial refund calculation.
Materials and client files
Client-supplied documents remain your property. We return or destroy copies according to the engagement letter. No refund is increased because materials were supplied; preparation of sample packs is your responsibility.
Cancellation and rescheduling
You may request a new date once without an extra facilitation fee if notice is given at least 10 business days before the scheduled session or on-site week. Later changes may incur a rescheduling fee reflecting staff time already committed.
No-shows
If agreed interviewees or facilitators’ counterparts do not attend a booked session without timely notice, the session fee remains payable. We can quote a replacement session separately.
Refund process and timing
Email hello@resolververtexbase.digital with your organisation name, invoice number, and reason. We confirm the outcome in writing. Approved refunds are returned by bank transfer to the original payer within 14 business days of agreement.
Deposits
Deposits secure dates. They are credited toward the final fee. Treatment on cancellation follows the full and partial refund rules above.
Consumer rights
Nothing in this policy limits rights that cannot be excluded under Australian Consumer Law.
Contact for refund requests
Resolver Vertex Base
Level 8, 63 Collins Street, Melbourne VIC 3000
Phone: +61 3 5550 2180
Email: hello@resolververtexbase.digital