Refund policy
Consultancy is billed for work done. Paid for and not delivered means refunded, without a fight.
The short version
Consultancy is billed for work done. If work has been paid for and not delivered, the money comes back. There is no administration charge and no clause that quietly keeps a deposit.
Before an engagement starts
Any fee paid in advance for work that has not begun is refunded in full. No reason has to be given and no deadline applies: as long as the work has not started, the payment is not earned.
Once an engagement is running
An engagement can be ended in writing with 30 days notice, as set out in the terms. Work delivered up to the end of the notice period is invoiced at the agreed rate. Anything already paid beyond that is refunded.
For a fixed-price engagement the split is made on the phases actually completed, using the phase structure written into the proposal. That structure is agreed before the work starts precisely so this calculation is never a matter of opinion afterwards.
If the work is not good enough
Say so, and say so early. The first step is always to fix it: rework at no extra charge, within the agreed scope. That is faster than a refund and it leaves you with what you actually needed.
If rework cannot solve it, the fee for the disputed part of the work is refunded. Being paid for work that did not help is not worth the argument it would cost to defend.
How to request a refund
Send a request to the business e-mail address stating the engagement, the amount and what happened. A response follows within one business day, and an approved refund is paid within 14 days to the account the payment came from.
Consumers and businesses
These services are provided to companies and organisations, so the statutory 14 day right of withdrawal for consumer distance contracts does not normally apply. Where a client does qualify as a consumer under Dutch law, that statutory right applies in full and takes precedence over this page. Nothing here limits a right the law gives you.
Costs already paid to others
Expenses committed to third parties on the client behalf, such as booked travel, licences or a venue, are refundable only to the extent that the third party refunds them. These costs are agreed in advance and never incurred without approval.