Refunds and cancellations
This policy covers deposits, fees, and schedule changes for Appspringpoint engagements. It does not cover software subscriptions or shipped goods — we do not sell those.
Eligibility
Refunds apply to fees paid for scheduled observation, analysis, briefing, or retainer work described on this site. Eligibility depends on how much work has started and how much notice you give.
Deposits
A 30% deposit typically reserves dates for a Patient Flow Assessment or similar on-site engagement. If you cancel more than fourteen days before the first observation day, we refund the deposit in full. Between fourteen and seven days, we retain 50% of the deposit for reserved analyst time. Inside seven days, the deposit is non-refundable unless we cancel.
Full and partial refunds
If Appspringpoint cancels an engagement for reasons other than your breach of access or safety requirements, you receive a full refund of sums paid for undelivered work. If you pause after observation has begun, we invoice for completed days and refund unused prepaid balances after deducting documented work already delivered.
Non-refundable items
- Completed observation days and accepted deliverables
- Third-party costs you pre-approved in writing (for example specialised access badges)
- Monthly operations narrative fees for a month already started, unless we failed to deliver that month’s briefing
Rescheduling and no-shows
Rescheduling with at least seven days’ notice is free once per engagement. Shorter notice may count as a cancelled observation day. If your site cannot provide agreed escorted access on a booked day (a no-show from the client side), that day may be charged.
Work already started
Draft maps, interview notes, and partial reporting layouts produced before a pause remain billable on a fair-time basis. We will share an itemised summary before retaining funds.
Refund process and timing
Email info@appspringpoint.click with your organisation name, engagement reference, and reason. We confirm eligibility within five working days and process approved refunds within fourteen working days to the original payment method where possible.
Contact
Refund requests: info@appspringpoint.click · Argyle Centre, Mong Kok, Hong Kong · +85223910141.