Refunds & cancellations

Effective date: [POLICY EFFECTIVE DATE]

How to make a request

Email sarah@sarahsupernova.com with your name, invoice or engagement reference, the service concerned, and what you would like to change. Do not include card details. Requests are assessed using the date and time your email is received.

Consulting sessions

You may cancel or request rescheduling before the scheduled start time. If you cancel before the session starts, the session fee is refundable in full. If you miss the session or cancel after it starts, the fee for that session is not refundable, except where required by law or agreed in writing. A rescheduled time is subject to mutual availability.

Project engagements

You may end a project by email. Before work begins, prepaid service fees are refundable in full. After work begins, you pay only for work performed and previously approved, non-cancellable third-party expenses incurred up to cancellation. Any remaining prepaid balance is refunded. The written proposal must define how completed work is valued, using stated rates or milestone amounts, before you commit.

Ongoing advisory

You may cancel future service periods by email before the next period begins. There is no cancellation fee for future periods. For an active period, completed work and previously approved, non-cancellable expenses are deducted and any unused prepaid balance is refunded using the valuation stated in the agreement. Billing dates and the length of each service period are specified before acceptance.

If Sarah needs to cancel

If Sarah cannot provide a booked service, you may choose an available rescheduled date or a refund for the unprovided service. For partially completed projects, any prepaid amount for work not performed is refunded.

Concerns about delivered work

If you believe a deliverable does not match the agreed scope, contact Sarah with the specific concern. It will be reviewed against the written agreement, and a correction or appropriate refund will be discussed. Completed work is not automatically refundable solely because business outcomes differ from your expectations. This does not limit remedies for services that are not supplied as agreed or any mandatory consumer rights.

Refund method and timing

Approved refunds will be initiated within 10 business days of approval, normally to the original payment method. Your payment provider may require additional time to post the credit. You will be contacted if the original payment method cannot receive the refund.

Your statutory rights

Any mandatory cancellation, cooling-off, or refund rights under applicable law take priority. Engagement-specific variations must be disclosed and agreed before purchase, and cannot remove rights that cannot legally be waived.