Refund & Cancellation

01Overview

We want you to be satisfied with our work. If something is not right with an engagement, contact us at support@octanium.solutions and we will work with you to put it right. This policy sets out how cancellations and refunds are handled where the applicable Proposal does not state otherwise. If a Proposal or Statement of Work contains specific cancellation or refund terms, those terms apply to that engagement.

02Deposits & advance fees

Some engagements require a deposit or advance payment to reserve capacity and begin planning. Unless the Proposal states otherwise, a deposit becomes non-refundable once we have started work or reserved resources for your engagement, because it covers scheduling and preparation that we cannot recover.

If you cancel before any work has started or resources have been committed, the deposit is refundable, less any third-party costs already incurred on your behalf.

03Cancellation by the client

You may cancel an engagement at any time by written notice to support@octanium.solutions. On cancellation:

• you will be charged for all services performed and expenses committed up to the effective date of cancellation;
• any prepaid fees relating to work not yet started will be refunded, less committed costs; and
• where notice periods are stated in the Proposal, fees for that notice period may remain payable.

We will provide a clear breakdown of amounts due or refundable at the point of cancellation.

04Cancellation by us

We may cancel or suspend an engagement where you materially breach the Terms — for example by non-payment — or where circumstances outside our control prevent us from delivering the services. If we cancel for reasons that are not your fault, we will refund any prepaid fees for work not yet performed. If we cancel because of your breach, fees for work already performed remain payable.

05Milestone & retainer fees

Milestone-based engagements. Where fees are tied to milestones, each milestone fee becomes payable when that milestone is reached and is not refundable once the associated work has been delivered and accepted.

Retainers. Where you pay a recurring retainer, it covers an agreed level of service in each period. Unused capacity in a period does not roll over or become refundable unless the Proposal says so. You may stop a retainer for future periods by giving the notice stated in the Proposal.

06Training & educational programs

Enrolments in training, workshops and educational programs are treated as follows, unless the program description states otherwise.

Live workshops & cohort programs

You may cancel an enrolment and receive a full refund up to 7 days before the start date. Cancellations within 7 days of the start, or after the program has begun, are non-refundable, though you may in some cases transfer to a later cohort at our discretion. If we cancel or reschedule a session, you may attend the rescheduled session or receive a full refund for the affected part.

Self-paced online courses

Because access and content are provided immediately, self-paced courses are refundable only if you have not yet accessed a substantial part of the course and request a refund within 14 days of purchase. Once you have accessed, downloaded or substantially consumed the course materials, the fee is non-refundable.

These provisions do not affect your rights where a Program is faulty, materially not as described, or not delivered, which are covered in section 08 (Service issues).

07When fees are non-refundable

Except where required by law or agreed in the Proposal, the following are non-refundable:

• fees for services already performed or in progress at the time of cancellation;
• milestone fees for milestones already delivered and accepted;
• third-party costs, licences or expenses already committed or incurred on your behalf; and
• deposits, once work has started or resources have been reserved.

This reflects the fact that professional time, once spent, cannot be returned.

08Service issues

If you believe the services were not provided with reasonable skill and care, or a Deliverable does not meet the agreed criteria, contact us within 14 days with specific details. Where we agree there is a shortfall, our first remedy is to re-perform the affected work at no additional charge within a reasonable time.

Where re-performance is not appropriate or possible, we will provide a fair refund reflecting the part of the services that fell short. This does not apply to dissatisfaction with outcomes that depend on factors outside our control, such as your own decisions, inputs or third parties.

09How to request a refund

To request a cancellation or refund:

• email support@octanium.solutions with your engagement or invoice reference;
• state the reason for the request and, for service issues, the specific concern; and
• allow us a reasonable opportunity to review, respond and, where relevant, re-perform the work.

We aim to acknowledge refund requests promptly and to resolve them fairly and without unnecessary delay.

10Refund method & timing

Approved refunds are issued to the original payment method used for the engagement. We cannot refund to a different method or account.

Once a refund is approved, we process it within 5–10 business days. The time for the funds to appear depends on your bank or payment provider and is outside our control. Any refund is net of amounts properly due to us for work performed and committed costs.

11Chargebacks & disputes

If you have a concern about an invoice or engagement, please contact us first — most issues can be resolved quickly and directly. Initiating a chargeback or payment dispute without first contacting us may delay resolution.

We keep records of engagements, work performed, deliverables and communications to respond to payment disputes. We reserve the right to contest chargebacks that are not consistent with this policy and the agreed Proposal.

12Statutory rights

Nothing in this policy affects any mandatory rights you may have under the consumer-protection laws applicable to you. Where such laws grant you stronger rights than those set out here, those rights prevail.

13Contact

For any question about cancellations or refunds: