1. Applicability
This policy applies to fees paid for:
- first consultations that are billed separately (when a first consultation is offered at no charge, no refund question arises); and
- ongoing planning support engagements.
It does not apply to inquiries, which carry no fee.
2. Cancellation by the client
If you need to cancel a scheduled consultation, please notify us as early as possible by email at info@glaciermesh.digital or by phone at +82 2-538-4926.
- More than 24 hours before the scheduled time: full refund, or rescheduling at no cost.
- Less than 24 hours before the scheduled time: 50% of the consultation fee is refunded; the remainder covers the reserved time.
- No-show without notice: the consultation fee is not refunded.
3. Rescheduling
You may reschedule a consultation at no cost up to 24 hours before the scheduled time, subject to available slots. To reschedule, contact us by email or phone as above.
4. Ongoing planning support
Ongoing planning support is billed per the engagement letter signed before work begins. The following applies unless the engagement letter states otherwise:
- Cancellation before any work has started: full refund of any advance fee paid.
- Cancellation after work has started: refund of fees for the unworked portion of the engagement, calculated pro-rata against the milestones set out in the engagement letter. The portion of the engagement already delivered is not refundable.
- Annual engagements: if an annual engagement is cancelled partway through the year, the refund is calculated pro-rata by completed months, less the cost of any deliverables already produced.
5. Deposits
Where a deposit is taken to reserve a consultation slot, the deposit is refundable under the same conditions as the consultation fee above (Section 2).
6. Non-refundable items
The following are not refundable:
- work already delivered under an ongoing planning engagement;
- the reserved-time portion of a consultation cancelled with less than 24 hours’ notice;
- third-party costs we have incurred on your behalf at your written request (for example, document retrieval fees), where those costs have already been paid.
7. Processing time
Approved refunds are processed within 10 business days of approval. Refunds are returned to the original payment method where possible; where the original method is not available, they are returned by bank transfer to an account you nominate.
8. How to request a refund
To request a refund, contact us at:
Please include your name, the engagement or consultation date, and the reason for the request. We will respond within 5 business days.
9. Exceptions
Where a refund request falls outside this policy, we will consider it on its merits. We will not refuse a reasonable request solely because it is not anticipated by this policy.