Refund & cancellation policy

Scope

This policy covers professional engagements with RidgeBase Service Ltd: Metrics Health Reviews, Subscription Dashboard Reporting builds, and Monthly Reporting Retainers. It does not cover physical goods or software licences, which we do not sell on this site.

Eligibility overview

Refunds depend on how much work has started, whether a deposit reserved calendar time, and whether deliverables were already handed over.

Metrics Health Review

• Cancel more than 5 working days before the kickoff session: full refund of fees paid
• Cancel within 5 working days, or after kickoff materials were reviewed: 50% refund if the readout has not occurred; no refund after the readout is delivered

Subscription Dashboard Reporting (builds)

• Deposit (typically 40%) is refundable in full if we cancel or if you cancel before we begin definition workshops
• After workshops begin but before draft charts: deposit retained; unused balance of fees not yet invoiced is not charged
• After draft charts are delivered: fees for completed milestones are non-refundable; remaining unused milestones may be cancelled with written notice
• After final handover: fees are non-refundable

Monthly Reporting Retainer

• Invoiced monthly in advance
• Cancel with 14 days’ written notice before the next billing date; the current month is non-refundable once the refresh cycle has started
• Minimum term of three months applies unless the engagement letter states otherwise

Rescheduling and no-shows

Kickoff or walkthrough sessions may be rescheduled once at no charge with at least 48 hours’ notice. Late cancellations or no-shows may forfeit that session slot without fee reduction.

Work already started and materials

Time spent on definition workshops, chart builds, and written findings is billable. We do not refund for third-party costs you separately approve in writing (for example specialised data extraction) once those costs are incurred.

Process and timing

Email refund requests to hello@service-ridgebase.click with your engagement reference. Approved refunds are returned to the original payment method within 14 working days.

Exceptions

If we materially fail to deliver the scope in the signed engagement letter, we will either complete the outstanding work at no extra fee or refund the unused portion, at our election after discussion with you.