Refund Policy

At ValueFramework, we are committed to delivering high-quality professional services and ensuring client satisfaction. This Refund Policy outlines the terms and conditions under which refunds may be requested and processed for our consulting services, training programs, and other offerings.

1. General Refund Philosophy

ValueFramework provides professional consulting services that are customized to each client's needs. Due to the nature of professional services and the time, expertise, and resources invested in each engagement, our refund policy reflects the following principles:

• Services are delivered progressively over time
• Significant preparation and customization occur before formal delivery
• Intellectual property and proprietary methodologies are shared during engagements
• Resources are allocated specifically to each client engagement
• We maintain high quality standards and client satisfaction

2. Service Categories and Refund Eligibility

2.1 Consulting Services

Framework Design and Development:

• Initial consultation fees are non-refundable once the consultation has occurred
• For multi-phase projects, refunds may be available for incomplete phases if cancellation occurs before work begins on that specific phase
• No refunds are available for completed work or work in progress
• Deposits paid to secure project commencement are non-refundable

Implementation Support:

• Refunds may be considered if implementation support has not commenced
• Once support activities begin, fees are non-refundable on a pro-rata basis for services rendered
• Ongoing support subscriptions may be cancelled with appropriate notice as specified in the service agreement

2.2 Training and Workshops

Scheduled Training Programs:

• Cancellations made 30 or more days before scheduled training: Full refund minus administrative fee (10% or £100, whichever is less)
• Cancellations made 15-29 days before scheduled training: 50% refund
• Cancellations made less than 15 days before scheduled training: No refund
• Rescheduling may be available subject to availability and terms

Custom Training Programs:

• Refund eligibility depends on preparation work completed
• Custom content development is non-refundable once commenced
• Material costs and preparation fees are non-refundable

2.3 Digital Products and Resources

If we offer digital products (guides, templates, tools):

• Refunds may be requested within 14 days of purchase if the product has not been downloaded or accessed
• Once downloaded or accessed, digital products are non-refundable due to the nature of digital goods
• Defective products will be replaced or refunded at our discretion

3. Refund Request Process

3.1 How to Request a Refund

To request a refund, you must:

1. Submit a written refund request via email or postal mail to the contact information provided in Section 10
2. Include your full name, contact information, and service/product details
3. Provide your original invoice or receipt
4. Clearly state the reason for the refund request
5. Submit the request within the applicable timeframe specified in this policy

3.2 Review Process

Upon receiving your refund request:

• We will acknowledge receipt within 2 business days
• We will review your request against this policy and applicable service agreements
• We may request additional information or documentation
• We will communicate our decision within 10 business days
• If approved, refunds will be processed within 14 business days

3.3 Refund Method

Approved refunds will be issued using the original payment method whenever possible. If the original payment method is unavailable, we will arrange an alternative method in consultation with you.

4. Non-Refundable Items and Services

The following are non-refundable under any circumstances:

• Completed Services: Any services that have been fully delivered and completed
• Consulting Time: Time spent in consultations, meetings, analysis, or strategy sessions
• Custom Development: Customized frameworks, methodologies, or materials created specifically for your organization
• Third-Party Costs: Travel expenses, venue rentals, or other third-party costs incurred on your behalf
• Administrative Fees: Setup fees, onboarding fees, and administrative charges
• Licensing Fees: Fees paid for ongoing access to proprietary methodologies or tools
• Late Cancellation: Services cancelled within the timeframes where refunds are not applicable

5. Satisfaction Guarantee

5.1 Our Commitment

While we cannot guarantee specific business outcomes, we guarantee that:

• Our services will be delivered with professional skill and care
• We will work collaboratively to address any concerns
• We will make reasonable efforts to meet agreed-upon objectives
• We will be responsive to your feedback and questions

5.2 Addressing Concerns

If you are dissatisfied with our services, we encourage you to:

• Raise concerns immediately so we can address them promptly
• Discuss issues with your primary point of contact
• Provide specific feedback about areas of concern
• Allow us reasonable opportunity to resolve issues before requesting a refund

6. Service Agreement Cancellation

6.1 Client-Initiated Cancellation

If you wish to cancel a service agreement:

• Provide written notice as specified in the service agreement (typically 30 days)
• You will be invoiced for all services rendered through the cancellation date
• Refunds will be calculated based on work completed and resources expended
• Non-refundable items specified in the agreement remain non-refundable

6.2 ValueFramework-Initiated Cancellation

If we cancel a service agreement (other than for client breach):

• You will receive a full refund of any fees paid for services not yet delivered
• We will provide reasonable notice and transition assistance
• Completed work will be provided in its current state

7. Force Majeure and Unforeseen Circumstances

In cases where services cannot be delivered due to circumstances beyond our reasonable control (natural disasters, pandemic, government restrictions, etc.):

• We will work with you to reschedule or provide alternative delivery methods
• Refunds will be considered on a case-by-case basis
• Preference will be given to rescheduling rather than refunding when possible
• Our liability is limited to fees paid for undelivered services

8. Refund Timeline Reference

9. Exceptions and Special Circumstances

We reserve the right to make exceptions to this policy in extraordinary circumstances, including but not limited to:

• Medical emergencies or serious illness
• Bereavement or family crisis
• Significant business disruption beyond client control
• Material service failures on our part

Such exceptions are evaluated on a case-by-case basis and are at our sole discretion.

10. Contact Information for Refund Requests

11. Disputes and Escalation

If you disagree with a refund decision:

• Request a review by senior management within 14 days of the decision
• Provide any additional information supporting your request
• We will conduct a secondary review and respond within 10 business days
• Senior management decisions are final regarding refund eligibility

If resolution cannot be reached, dispute resolution will proceed according to our Terms & Conditions.

12. Relationship to Other Policies

This Refund Policy should be read in conjunction with:

• Our Terms & Conditions
• Individual service agreements
• Our Privacy Policy

In case of conflict, specific provisions in signed service agreements take precedence over this general policy.

13. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will:

• Be posted on our website with an updated "Last Updated" date
• Not affect existing service agreements already in effect
• Apply to new engagements after the modification date
• Be communicated to active clients when material changes occur

We encourage you to review this policy periodically.

14. Consumer Rights

This Refund Policy does not affect your statutory rights under applicable consumer protection laws. If you are a consumer in the UK or EU, you may have additional rights under local consumer protection legislation that cannot be waived by this policy.

This Refund Policy is designed to be fair to both ValueFramework and our clients, recognizing the nature of professional services while ensuring client protection and satisfaction. We value every client relationship and are committed to resolving any concerns professionally and promptly.

Last Updated: January 1, 2025