# Refund and cancellation policy Last updated: 20 August 2026 This policy applies to commissioned reporting engagements from Tool Springhub (reporting packs, outcome reviews, briefing visuals, and evaluation summaries). The website does not sell physical products or software subscriptions. ## Deposits Engagements typically require a 40% deposit to reserve calendar time and begin intake. Deposits are credited toward the final fee. ## Full refund eligibility A full refund of amounts paid is available if we cancel the engagement for reasons within our control before substantive drafting begins (before the first full draft is delivered). ## Partial refunds If you cancel after intake but before the first full draft: - Up to 70% of the deposit may be refunded if fewer than eight working hours have been spent on document review and workshops. - If eight or more working hours have been logged, the deposit is non-refundable and covers work already performed; unused balance of any further payments is returned. After delivery of the first full draft, fees for completed stages are non-refundable. Remaining stages not yet started may be cancelled with a refund of prepaid amounts for those stages only. ## Non-refundable items - Rush surcharges once rush work has started - Third-party costs expressly approved by you in writing (for example specialised printing) - Completed revision rounds already delivered ## Rescheduling and no-shows You may reschedule kick-off or workshop dates once without charge if you give at least five working days’ notice. Shorter notice or repeated no-shows may forfeit the workshop allocation without refund of the related time. ## Work already started “Work already started” means intake review of your materials, indicator workshops, chart drafting, or narrative drafting has begun. Time spent is summarised on request when a cancellation is processed. ## Refund process and timing Email info@tool-springhub.click with your engagement reference and reason. We confirm eligibility within five working days. Approved refunds are returned by the original payment method within fourteen working days of approval. ## Contact for refund requests Tool Springhub · info@tool-springhub.click · +85224055174 · Technology Plaza, Tsuen Wan, Hong Kong.