Refund & Cancellation Policy

1. Scope

This policy applies to all fees paid to Agentic Forge Consulting — both one-off professional service fees (discovery and enablement, deployment, customisation) and recurring platform subscription fees. It forms part of our Terms of Service. Where a signed statement of work sets out different refund terms, that document takes precedence for that engagement.

2. Discovery & enablement — one-off fee

• Before the first session. Cancel more than five (5) business days before the first scheduled session and you receive a full refund of anything paid. Cancel within five (5) business days of it, and we refund everything paid less any costs already committed on your behalf (for example non-refundable travel), which we will itemise.
• Once sessions have begun. Fees for sessions already delivered are not refundable. Fees for sessions not yet delivered are refunded on a pro-rata basis against the agreed session schedule.
• If the written assessment has been issued. The assessment is the principal deliverable of this stage. Once it has been delivered to you, the enablement fee is not refundable.
• The implementation credit. Where a proposal credits part of the enablement fee against a later implementation, that credit is a reduction on future work, not a refundable balance. It applies only if implementation goes ahead, and it lapses if it does not.

3. Deployment and customisation — one-off fees

• Before work commences. Full refund of anything paid.
• After work commences. Refunds are assessed against the milestones set out in the statement of work. You are charged for milestones completed and for work in progress on the current milestone; the balance is refunded. We will provide a written breakdown of what has been delivered and what is being refunded.
• Third-party costs. Any third-party licences, infrastructure or services we have already purchased at your request and cannot cancel are not refundable. We will identify these before incurring them.

4. Platform subscription — recurring fee

Term and billing

The subscription begins at go-live and is billed monthly in advance. There is no minimum commitment period and no cancellation charge. Where a longer committed term has been agreed with you in writing in exchange for a reduced monthly fee, the terms of that commitment are set out in the relevant statement of work and govern that engagement.

Cancelling

You may cancel at any time by giving thirty (30) days’ written notice to team@agenticforgeconsulting.com. Notice takes effect when it is sent to that address. We will acknowledge it in writing, but your cancellation is valid whether or not you receive an acknowledgement from us.

What happens after you cancel

• Access continues to the end of the notice period, and to the end of any period already paid for.
• You are not billed again after the notice period ends. If a renewal is charged after we have received valid notice, it is refunded in full.
• Subscription fees for a month already begun are not refunded on a partial-month basis, because access remains available for the whole of that month.
• Where you have paid in advance for whole calendar months falling after the notice period ends, those months are refunded.
• Months already served remain payable.
• You may request an export of your data at any point up to thirty (30) days after the subscription ends. See our Privacy Policy for what happens to it afterwards.

5. If the service fails

The rules above assume the service was delivered as agreed. If it was not, they do not limit you.

• Tell us. Raise the problem in writing within thirty (30) days of noticing it, describing what was expected and what was delivered.
• We put it right. We have thirty (30) days from your notice to remedy the problem at no additional cost — by correcting, reworking or re-performing the affected work.
• If we cannot. If we fail to remedy a material failure within that period, you may terminate the affected engagement and receive a refund of the fees paid for the part of the service that failed.
• Sustained unavailability. If the platform is unavailable for an extended period for reasons within our control, we will credit or refund a fair proportion of that month’s subscription fee on request. Where your engagement carries a specific availability commitment, it is set out in your proposal or statement of work.

6. What is not refundable

• Services already delivered in accordance with the agreed written scope
• Work carried out under an agreed scope where you subsequently change the requirement
• Third-party costs already incurred at your request and not recoverable, itemised in advance
• Delays or non-delivery caused by data, access or approvals not being provided by you after written reminder
• Dissatisfaction with forecast accuracy or a recommendation’s commercial outcome, where the service was delivered as agreed — forecasts and recommendations are decision support and, as stated in our Terms of Service, no particular result is guaranteed

7. How to request a refund

Email team@agenticforgeconsulting.com with “Refund request” in the subject line, and include:

• Your company name and the invoice number or payment reference
• The amount you are requesting and which service it relates to
• The reason for the request

Then:

• We acknowledge every request in writing.
• We give a written decision, with reasons, without undue delay. If we need more information from you, we will ask for it and assess the request once we have it.
• Approved refunds are issued promptly, to the original payment method and in the original currency of payment. Depending on your bank or card issuer, it may take a further five to ten business days to appear.
• Where a refund is issued in a currency other than the original, or a card scheme applies its own exchange rate, the amount received may differ slightly from the amount paid. We refund the original sum charged, not the exchange difference.
• Bank transfer fees deducted by an intermediary bank on an international refund are borne by the receiving party.

8. Disputes and chargebacks

If you are unhappy with a charge, please contact us before raising a dispute with your bank or card issuer. Almost every dispute we have seen is a misunderstanding about scope or timing, and we would rather resolve it directly and quickly.

If we cannot agree, the dispute resolution and governing law provisions of our Terms of Service apply.

9. Changes to this policy

We may update this policy. The version published here, with the date shown at the top of the page, applies to fees paid from that date. A change will not be applied retrospectively to a refund request already submitted.