Refunds & cancellations

These terms apply to paid engagements with Willowpoint Clinic Insight Company Limited — including Clinic Capacity Reviews, Appointment Flow Mapping, Capacity Planning Workshops, and Operations Reporting Retainers. They do not cover products or delivery models we do not offer.

Deposits

Fixed-fee engagements typically require a 40% deposit to reserve observation dates. Workshops usually require full payment seven days before the session. Retainers are invoiced monthly in advance.

Cancellation by the client

• More than 14 days before the agreed kickoff or workshop date: full refund of amounts paid, minus any documented third-party costs already incurred (for example non-refundable travel booked at your request).
• 7–14 days before: 50% of the engagement fee is retained; the remainder is refunded.
• Fewer than 7 days or after fieldwork has begun: deposits are non-refundable. Work already delivered (draft charts, observation days completed) remains billable.

Rescheduling

One reschedule with at least 7 days’ notice is usually accepted without penalty, subject to analyst availability. Later reschedules may incur a fee covering prepared materials and reserved days.

No-shows

If key clinic contacts are unavailable on confirmed observation or workshop days without prior notice, that day is considered delivered and chargeable. We will attempt one courtesy reschedule when clinical emergencies intervene.

Retainers

Monthly retainers may be cancelled with 30 days’ written notice after the minimum term. Unused future months are refunded on a pro-rata basis; the current month is non-refundable once the pack cycle has started.

Work already started & materials

Analysis hours, printed facilitation packs, and travel already undertaken are non-refundable. Custom printed materials ordered for a workshop are non-refundable once printed.

Refund method & timing

Approved refunds are returned via the original bank transfer route within 14 business days of written approval. Processing times at receiving banks are outside our control.

How to request

Email hello@sitewillowpoint.click with your engagement reference, or call (84-8) 35 149 348. Include the reason for cancellation or refund and preferred contact hours.

Exceptions

If Willowpoint cancels an engagement for reasons other than client breach or force majeure, you receive a full refund of amounts paid for undelivered work, or a mutually agreed reschedule at no extra fee.