Exchange & Refund Policy

1. Policy Applicability

2. Service Exchanges

2.1 Eligibility Criteria

• If, within [number of days] days of commencing a service, you determine that a different service package from Lucifer Stoat Ltd would better suit your needs, you may be eligible for an exchange. For example, if you initially opted for a basic transformation audit but later realize that a more comprehensive roadmapping service is required, you can request an exchange.
• The exchange must be for a service of equal or greater value. In the case of upgrading to a service of higher value, you will be required to pay the difference in price.

2.2 Request Process

• To initiate an exchange request, contact our dedicated customer support team via email at [email address] or by phone at [phone number]. Clearly state your account details, the service you currently have, and the service you wish to exchange it for.
• Our team will review your request within [number of business days] business days. If approved, we will facilitate the exchange and provide you with details on any additional steps or payments required.

3. Refunds

3.1 Eligibility Conditions

• Unused Services: If you have paid for a service but have not utilized any part of it, you are eligible for a full refund within [number of days] days of purchase. For instance, if you paid for a change management consultancy service but were unable to start the engagement due to unforeseen circumstances, you can request a full refund.
• Service Deficiencies: If Lucifer Stoat Ltd fails to deliver the service as per the agreed – upon scope and quality standards, you may be eligible for a partial or full refund. This could occur if the transformation roadmap developed does not align with your long – term strategy as promised, or if the business analysis provided is inaccurate and unusable. A partial refund will be calculated based on the proportion of the service that was not delivered correctly.
• Cancellation by Lucifer Stoat Ltd: In the unlikely event that Lucifer Stoat Ltd cancels a service, you will receive a full refund of the paid amount, along with any applicable interest calculated at [interest rate]% per annum.

3.2 Refund Request Procedure

• To request a refund, you must submit a written request. This can be done via email to Shaun0GarryLeGeyt@outlook.com or by sending a letter to our official business address. Include your name, contact information, account details, the service for which you are seeking a refund, and the reason for the refund.
• Our refund review team will assess your request within 7 business days. If approved, the refund will be processed using the original payment method. For credit card payments, it may take up to 7 additional days for the refund to appear on your statement. For bank transfers, the refund will be credited back to your original bank account within 7 business days.

4. Non – Refundable Circumstances

• Partially Utilized Services: Once you have started using a service, you are not eligible for a full refund. However, a partial refund may be considered based on the remaining unutilized portion of the service, subject to our evaluation.
• Client – Induced Delays or Failures: If delays or failures in service delivery are caused by your failure to provide necessary information, cooperate with our team, or follow our instructions, no refund will be provided. For example, if we are unable to complete a transformation audit because you did not supply the required data in a timely manner, no refund will be due.
• Services Completed Satisfactorily: If the service has been completed in accordance with the service agreement and meets all the specified requirements, no refund will be issued.

5. Policy Amendments