Refund and cancellation policy

Scope

This policy covers professional advisory fees for succession planning engagements, ownership mapping, family governance sessions, and management handoff planning. It does not cover third-party legal or accounting fees, venue hire you arrange independently, or travel you book yourself.

Eligibility for refunds

Refunds apply to fees paid directly to Haven Base Succession Advisory for work not yet delivered, subject to the conditions below. Once a stage of work has been delivered and accepted (or deemed accepted under the engagement letter), that stage’s fee is non-refundable.

Timeframe

Refund requests should be made in writing within fourteen days of the event giving rise to the request (for example, cancellation of a future session package or withdrawal before kickoff). Requests after that window are considered at our discretion unless Australian Consumer Law requires otherwise.

Full and partial refunds

If you cancel a scoped engagement before kickoff interviews begin, we refund prepaid fees minus any non-recoverable preparation costs disclosed in writing. If work has started, we invoice for completed stages and refund any unused prepaid balance for undelivered stages. Family governance session packages: unused future sessions may be refunded at fifty percent if cancelled with at least ten business days’ notice; less notice may forfeit the session fee.

Non-refundable items

Completed discovery interviews, delivered written maps or plans, facilitated sessions already held, and third-party costs already incurred with your approval are non-refundable. Deposits marked as non-refundable in an engagement letter remain so, except where required by law.

Refund process

Email hello@panel-havenbase.click with your name, engagement or invoice reference, and reason for the request. We confirm eligibility within ten business days and process approved refunds within fourteen business days of confirmation.

Refund method

Refunds are returned to the original payment method where possible. If that method is unavailable, we arrange an alternative bank transfer to the paying entity.

Cancellation and rescheduling

On-site sessions may be rescheduled once without fee if you give at least seven business days’ notice. Later changes may incur a rescheduling fee reflecting travel already booked. We may cancel for advisor illness or unsafe travel conditions; in that case we reschedule at no extra fee or refund the prepaid session.

Deposits

Engagements may require a deposit to reserve advisor time. Deposits are applied to the final invoice. Early withdrawal terms appear in the engagement letter and prevail if they conflict with this general page.

No-shows

If key participants fail to attend a confirmed session without notice, the session fee is charged as delivered. We will offer one courtesy reschedule for genuine emergencies communicated on the day.

Work already started

Draft materials and interview notes prepared before cancellation remain our intellectual property. We may, at our discretion, provide copies of work already shared with you; unfinished drafts are not routinely released.

Materials

Printed workshop materials prepared specifically for your firm and already produced are chargeable even if a session is cancelled late.

Contact for refund requests

Street: 84 Henry Moss Court; City: Laura; State/province/area: South Australia; Phone number: (08) 8791 6077; Zip code: 5480; Country calling code: +61; Country: Australia · (08) 8791 6077 · hello@panel-havenbase.click