Refunds & cancellations

Last updated: 21 August 2026.

This policy covers programming consulting engagements with Web Willow Hub: ETL reliability assessments, pipeline architecture sessions, incident post-mortem facilitation, and reliability retainers. It does not cover physical products, software licenses, or subscription apps — we do not sell those.

Eligibility overview

Refunds apply to fees paid directly to Web Willow Hub under a written engagement. Informational rates on the website are not charges. Deposits and fees are handled per the engagement letter; where that letter conflicts with this page, the letter controls.

Timeframe to request

Refund or cancellation requests should be emailed to info@webwillowhub.click within 14 days of the event giving rise to the request (for example, a cancelled kickoff or a billing error), unless the engagement letter sets a different window.

Full refunds

A full refund of unused prepaid fees may be issued when:

• We cancel the engagement for reasons within our control before substantive work begins
• A scoping call concludes we are not a fit and no paid discovery has started
• A duplicate payment or clear billing error occurred

Partial refunds

Partial refunds may apply when an assessment or session series is cancelled after work has begun. We deduct a reasonable amount for hours already delivered (discovery, workshops, drafting) at the rates implied by the engagement, plus documented non-recoverable expenses agreed in advance (for example, prepaid travel).

Non-refundable items

• Completed facilitated post-mortems after the written summary is delivered
• Hours already consumed under a retainer in the current month
• Third-party costs we paid on your written instruction (venue, specialist transcription, etc.)

Deposits

Assessments may require a deposit to reserve calendar time. Deposits are credited toward the final fee. If you cancel more than 10 business days before kickoff, the deposit is refundable minus a scheduling administrative amount stated in the engagement letter (if any). Later cancellations may forfeit the deposit when we cannot reasonably rebook the reserved window.

Cancellation & rescheduling

• Client cancellation: provide written notice. Sessions may be rescheduled once without penalty if notice is at least 5 business days before the session.
• No-shows: a scheduled workshop or facilitation day missed without notice may be billed in full.
• Our cancellation: we will reschedule promptly or refund prepaid amounts for undelivered work.

Work already started

Once document review, interviews, or workshops have started, fees for that work are earned. Remaining prepaid unused portions may be refunded or credited toward a revised scope by mutual agreement.

Retainer-specific notes

Retainers bill for reserved capacity. Early termination after the initial commitment period does not refund the current month’s reserved hours; future months not yet billed are simply not charged. Unused hours in a month do not automatically convert to cash refunds.

Processing time & method

Approved refunds are processed within 14 business days to the original payment method when possible, or by bank transfer to an account you nominate for Taiwan-based payments.

How to request

Email info@webwillowhub.click with your engagement reference, the fees concerned, and the reason. Include Office correspondence to Office 11, 19 Sample Road, Kaohsiung 00000 if you prefer written post. Phone +886 7 0000 5410 for clarification; refund decisions are confirmed in writing.

Exceptions

Force majeure events (severe weather affecting on-site days, widespread outages preventing agreed access) are handled in good faith — typically reschedule first, refund if rescheduling is impossible within a reasonable period.