Refunds and cancellations
Refund, cancellation, and rescheduling terms for MapleCore Service cohort retention visualisation commissions and briefings.
Scope
This policy covers Cohort Retention Map commissions, Retention Briefing Sessions, and Chart Refresh Retainers sold by MapleCore Service Ltd. It does not cover goods, software subscriptions, or services we do not offer.
Deposit and eligibility
Flagship maps require a 40% deposit. Deposits are refundable in full if we cancel or if you cancel in writing more than ten working days before the agreed kickoff date. Cancellations inside ten working days forfeit the deposit because calendar time has been reserved.
Briefing sessions paid in full are refundable if cancelled more than five working days before the session. Inside five working days we offer one free reschedule; a second late cancellation is non-refundable.
Partial refunds
If work has started on a map (data intake completed or draft in progress) and you cancel, we invoice for hours completed at our standard rate and refund any unused portion of fees already paid beyond that amount. Completed deliverables already sent remain yours under the engagement letter.
Non-refundable items
- Rush premiums once rush work has begun
- Third-party print or courier costs already incurred at your request
- Retainer months already started (invoiced monthly in advance)
Retainer notice
Chart Refresh Retainers require three months’ minimum commitment. After that, either party may end the retainer with thirty days’ written notice. Prepaid months unused after the notice period are refunded on a pro-rata basis.
Rescheduling and no-shows
You may reschedule a briefing once without charge with at least three working days’ notice. No-shows without notice are charged in full. Map kickoff calls missed without notice are rebooked; repeated no-shows may pause the project and reopen the timeline.
Work already started and materials
Draft charts and notes produced before cancellation are delivered in their then-current state when fees for completed hours are settled. We do not refund research hours already performed against a signed brief.
Refund process and timing
Email hello@service-maplecore.click with your engagement reference and reason. Approved refunds are processed to the original payment method within fourteen working days. Bank timelines may add a few days.
Questions
Office 6, 64 Sample Street, London ZZ1 1AG · +44 20 0000 8740 · hello@service-maplecore.click