Cancellation & Refund Policy

How to end or change anything you've booked with me, and when money comes back. This page is the authoritative version of these rules. A signed Statement of Work (SOW) can change them for a particular engagement, but only in writing.

Prices in CAD, before applicable taxes.

At a glance

The details follow.

Discovery call

It's free, and there's no obligation on either side. Either of us can cancel or move it by email at any time, with no fee.

Strategy sessions and hourly sessions

Both are paid in full when you book.

• 24 hours' notice or more: move the session to another time, or cancel it for a full refund.
• Less than 24 hours' notice: no refund, but you can move it once, to a time within 30 days.
• No word at all: I'll wait 15 minutes. After that, the session counts as held.

If I have to cancel or move a session, you choose: a new time, or a full refund.

The written notes from a strategy session reach you within 2 business days. If they don't, that counts as work I haven't delivered (see "When you get money back").

Retainers

Ending a retainer

Give 30 days' notice by email, at any time. The retainer ends at the end of the billing month in which those 30 days run out.

For example: you email on 10 March. The 30 days run out on 9 April, so April is your last month. April's invoice (issued on 25 March) is still payable, and there's no invoice for May.

Minimum terms

• Sounding Board ($1,650/month): month-to-month from the start.
• Working Partner ($3,400/month) and Fractional CMO ($5,600/month): a 3-month initial term, then month-to-month.

You can give notice during an initial term, but the retainer won't end before the initial term does. If you need to stop earlier, the fees for the rest of the initial term are still payable, unless I agree otherwise in writing.

No refunds for a month that has started

Retainers are paid in advance. Once a month has started, its fee isn't refunded, pro-rated or credited, even if you didn't use all the hours. If you've paid for a month that hasn't started when the retainer ends, that payment is refunded in full.

Unused hours

Up to 25% of a month's included hours carry into the next month only. After that, they lapse.

Unused hours are never refunded or paid out. They don't carry past the end of a retainer, and they don't wait through a pause.

Extra hours cost $185/hour and only happen if you approve them in writing first. They're invoiced with your next retainer invoice. In your last month, they go on a final invoice, due within 7 days.

Pausing a retainer

Once your initial term is over (or after your first month on Sounding Board), you can pause once in any 12 months, for up to one month.

Ask by email before the 25th of the month before the pause. The paused month isn't invoiced and no work happens during it. The retainer restarts the following month on the same tier and price.

Changing tier

You can move to a different tier from the next billing month, with no fee, if you ask before the 25th. A move down to Sounding Board during a 3-month initial term takes effect once that term ends.

If I end a retainer

I can end a retainer with the same 30 days' notice. If I end it for any reason other than unpaid invoices or a serious breach of the terms, any month you've already paid for that I won't deliver is refunded in full. What happens when invoices go unpaid is set out in the Terms of Service.

Fixed-price sprints

Sprints are paid 50% when you book and 50% on delivery. The balance is due within 15 days. Work starts on the start date agreed in your SOW.

Cancelling before work starts: your deposit comes back in full.

Cancelling after work starts: you pay for the work done up to that point at $210/hour, never more than the sprint price. I'll send you an hours breakdown. If the work done comes to less than your deposit, I refund the difference. If it comes to more, I invoice the difference, due within 15 days. Either way, you get the work done so far.

Milestones: where your SOW splits a sprint into milestones, a milestone that's been delivered and approved isn't refundable. A milestone or deliverable counts as approved when you confirm it in writing, or when 10 business days pass after delivery without you telling me something the SOW includes is missing.

Revisions: the number of revision rounds is in your SOW (both business plans include two). Further rounds are billed at $210/hour, and I'll ask before starting them.

If a sprint stalls on your side: if I don't hear from you for 30 days after a written reminder, I can close the sprint. It's then treated as cancelled after work started.

If I cancel a sprint: you keep the work done so far, and I refund everything you've paid for the parts not delivered.

When you get money back

• You paid too much, or paid twice, or there's a billing error: I refund the difference, or credit it to your next invoice if you prefer.
• I didn't deliver something your SOW includes, because of my own failure: tell me, and if I don't fix it within 10 business days, I refund the part that wasn't delivered.
• I cancel a session, a sprint or a retainer month: see the sections above.
• The cancellation cases above.

Refunds don't cover a change of mind about strategy or work that's already been delivered, disagreeing with a recommendation, results that didn't turn out as hoped, unused retainer hours, delays caused while I was waiting on you, or third-party costs, which you pay to the provider directly and never through me.

How refunds are paid

By the method you paid with, in the currency of the invoice, within 10 business days of my confirming the refund. Any tax charged on the refunded amount is refunded with it. I pay my own bank's sending fees. Your bank's receiving fees and any exchange-rate differences aren't covered.

No guarantee of results

I'll do careful, honest work, but results depend on your business, your market and how the plan is carried out, and I can't guarantee specific outcomes. Not getting the result you hoped for isn't, on its own, grounds for a refund. The full wording is in the Terms of Service.

How to cancel or ask for a refund

Email support@atconsultingpro.com with "Cancellation" or "Refund request" in the subject line. Include your name, your business, and the engagement or invoice it's about. For a refund, tell me why.

Notice counts from the day your email is sent. I'll confirm I've received it and reply within 2 business days (Monday to Friday, excluding Ontario statutory holidays, Eastern Time).

If you're hiring me as a consumer

If you're an individual hiring me for personal, family or household purposes, Ontario's Consumer Protection Act, 2002 may give you extra cancellation rights. This policy doesn't limit them.

Governing law and contact

This policy is governed by the laws of Ontario and the federal laws of Canada that apply there. Disputes follow the complaint step in the Terms of Service: a written complaint first, then the courts of Ontario.

AT Consulting Pro
48 Bambi Crescent, Keswick, Ontario L4P 4C6, Canada
support@atconsultingpro.com