Refunds & cancellations
This policy covers professional engagements described on this site — assessments, dashboard commissions, reporting packs, and monthly retainers. It does not cover physical goods or online software subscriptions, which we do not sell here.
Eligibility
Fees paid against a signed proposal may be refundable in part or in full only as set out below and in your engagement letter. Website enquiries alone do not create a payable engagement.
Cooling-off before work starts
If you cancel in writing before we begin data intake or site work, we refund deposits minus any non-recoverable third-party costs already approved by you (for example booked logger hire).
Work already started
Once meter mapping, baseline calculation, or draft narrative has begun, fees for completed stages are non-refundable. Unused future stages on a fixed-scope commission may be credited or refunded on a pro-rata basis at our discretion, documented in writing.
Monthly retainers
Retainers run month to month after the three-month minimum. Cancel with thirty days’ written notice. The current month’s fee is non-refundable once the data cut-off has passed and drafting has started. Prepaid months not yet started are refundable within fourteen days of notice.
Rescheduling and no-shows
Scoping calls and handover sessions may be rescheduled once without charge if you give at least forty-eight hours’ notice. Missed sessions without notice may be charged as delivered time.
Deposits
Dashboard commissions and reporting packs typically require a deposit stated in the proposal. Deposits secure calendar time and are applied to the final invoice. They are refundable only under the cooling-off rules above.
Purchased materials
If an engagement requires materials bought specifically for your building (temporary meters, printed board packs), those costs are non-refundable once purchased with your written approval.
How to request a refund
Email info@sitegardenbase.click with your proposal reference, payment date, and reason. We confirm eligibility within five business days and process approved refunds to the original payment method within fourteen business days where the payment provider allows.
Exceptions
Nothing in this policy limits rights you may have under mandatory Hong Kong law that cannot be excluded by contract.