Refund & Cancellation Policy

Refund eligibility, cancellation terms, and rescheduling for Redwood Field Advisory engagements.

Last updated: 1 August 2025

Scope

This policy applies to advisory services engaged through Redwood Field Advisory Pty Ltd, including operational advisory programmes, financial modelling reviews, and governance engagements.

Deposits

Most engagements require a deposit (typically 40% of the quoted fee) due before scheduling begins. Deposits secure advisor time and cover initial discovery preparation.

Cancellation by client

Before work commences

If you cancel after signing an engagement letter but before any discovery work has started:

  • More than 14 days before scheduled start: Full deposit refund minus a $350 administration fee
  • 7–14 days before scheduled start: 50% of deposit refunded
  • Less than 7 days before scheduled start: Deposit non-refundable

After work has commenced

Once discovery interviews, site visits, or document review has begun, the deposit and any fees for work completed are non-refundable. We will provide a written summary of work completed to date upon request.

Cancellation by Redwood Field Advisory

If we cancel an engagement due to unforeseen circumstances (illness, conflict of interest discovered during discovery), you receive a full refund of any fees paid for work not yet delivered.

Rescheduling

  • On-site days and workshops: Reschedule with at least 10 business days’ notice at no charge. Less than 10 business days’ notice may incur a $650 rescheduling fee per affected day.
  • Remote calls: Reschedule with at least 48 hours’ notice. Repeated late cancellations (three or more) may result in forfeiture of remaining implementation support sessions.

No-shows

If you or required staff fail to attend a scheduled on-site day or workshop without notice, the full day fee for that session is charged and not refundable.

Partial refunds during multi-phase programmes

For the twelve-week operational advisory programme:

  • Withdrawal after Phase 1 (current-state mapping) but before Phase 2 delivery: 30% of remaining fee refunded
  • Withdrawal after Phase 2 but before playbook delivery: no refund of fees already invoiced; undelivered phases may be cancelled without further charge
  • Withdrawal after playbook delivery: no refund; optional implementation support may be cancelled with 48 hours’ notice before the next scheduled call

Non-refundable items

The following are never refundable once incurred:

  • Third-party costs passed through (travel, venue hire, printing)
  • Work product already delivered (reports, playbooks, presentations)
  • Deposits for engagements where discovery has commenced

Refund process

Approved refunds are processed within 14 business days to the original payment method via bank transfer. Contact info@portal-redwoodfield.click with your engagement reference number.

Disputes

If you disagree with a refund decision, contact us within 10 business days. We will review and respond within 10 business days. Unresolved disputes may be referred to mediation under NSW law before litigation.

Contact

Refund and cancellation requests: info@portal-redwoodfield.click or +61 2 0000 5290.