Refund and cancellation policy
This policy covers paid advisory engagements: push notification engagement reviews, cadence clinics, and segment briefings.
Eligibility
Refunds apply to fees paid directly to System Lagoon Field Ltd for advisory work described on this site. We do not sell physical goods or software licences.
Deposits
A fifty percent deposit confirms your start date. Deposits are refundable in full if you cancel in writing at least fourteen days before the agreed kick-off. Cancellations inside fourteen days forfeit the deposit unless we cancel or we mutually agree to reschedule.
Full and partial refunds
If we have not started substantive work (catalogue mapping or export review), you may receive a full refund of fees paid, less any non-refundable third-party booking costs agreed in writing. After work has started, refunds are partial and reflect completed stages — for example, kick-off completed but workshops not yet held.
Non-refundable items
Completed workshops, delivered findings packs, and clinic summaries already issued are non-refundable. Pre-agreed travel booked at your request may be non-refundable once purchased.
Rescheduling and no-shows
You may reschedule a clinic or workshop once without charge if you give at least five working days’ notice. Shorter notice or a no-show may incur a rescheduling fee of up to twenty-five percent of the session fee. We will offer a new date within thirty days where diaries allow.
Work already started
When export analysis or drafting has begun, we invoice for time spent at the rates implied by the statement of work and refund any unused balance of prepaid fees.
How to request a refund
Email contact@system-lagoonfield.click with your engagement reference, the reason for the request, and the account details for repayment. We confirm eligibility within five working days.
Processing time and method
Approved refunds are returned by bank transfer to the original payer within fourteen working days of approval. We do not issue cash refunds.
Exceptions
If we cannot deliver an agreed engagement for reasons within our control, you may choose a full refund or a rearranged date at no extra fee.