Refunds and cancellations

These terms apply to paid Utilitynestcore engagements such as annual impact reports, donor analytics briefs, programme outcome packs, and board visualisation sessions. They do not cover products or delivery models we do not offer.

Eligibility

Refunds depend on whether work has started and which milestones in the engagement letter are complete. Deposits secure calendar time and document intake.

Timeframe to request

Cancellation or refund requests should be sent in writing to info@utilitynestcore.click within 14 days of the event giving rise to the request, or sooner if your engagement letter sets a shorter notice window.

Full or partial refunds

• Before kickoff: Deposit refundable minus a HK$1,500 scheduling fee if notice arrives at least 7 days before the kickoff date.
• After kickoff, before draft delivery: Partial refund of unused fees after deducting discovery, intake, and hours already worked at the rates in the engagement letter.
• After draft delivery: Fees for completed draft stages are non-refundable. Remaining unused stages may be credited or refunded at our discretion.

Non-refundable items

Completed revision rounds, facilitated session fees after the session date, and third-party costs already incurred (for example specialised print proofs ordered at your request) are non-refundable.

Process and timing

Email info@utilitynestcore.click with your organisation name, engagement title, and reason. We confirm eligibility within five business days. Approved refunds are processed within 14 business days to the original payment method.

Cancellation, rescheduling, deposits, no-shows

Board visualisation sessions may be rescheduled once without charge if notice is given at least 5 business days ahead. Later changes or no-shows forfeit the session fee. Project deposits are applied to the final invoice unless a refund applies under this policy.

Work already started and materials

Drafts, figure files, and research notes produced before cancellation remain Utilitynestcore working materials unless the engagement letter transfers ownership after full payment. Purchased print samples ordered for you are charged at cost and are non-refundable once ordered.

Exceptions

If we cancel an engagement for reasons other than client breach, you receive a full refund of amounts paid for undelivered stages. Statutory rights under Hong Kong law remain unaffected where they apply.