Refund & cancellation policy
How deposits, cancellations, rescheduling, and partial refunds work for Harbourline consultations and workshops.
Scope
This policy applies to consulting engagements, workshops, and clinics described on this website. It does not cover physical products, software subscriptions, or marketplace purchases — we do not sell those.
Discovery calls
Introductory discovery calls used to assess fit are not charged. There is nothing to refund. Repeated no-shows may lead us to decline further booking attempts.
Deposits and mobilisation fees
For an Operations Health Review, a mobilisation portion is invoiced to hold dates (typically 30% of the agreed fee unless the engagement letter states otherwise). Workshops and clinics are usually invoiced in full on booking confirmation, or with a deposit as stated in your quote.
Cancellation by you
- More than 10 business days before the agreed start: full refund of amounts paid, minus any non-recoverable travel already purchased with your written approval.
- 5–10 business days before start: 50% refund of amounts paid for the cancelled engagement, or a credit toward a rescheduled date within three months.
- Fewer than 5 business days before start, or after work has begun: amounts paid are non-refundable except at our discretion when illness or force majeure applies.
Rescheduling
One complimentary reschedule is available if requested at least 5 business days before start, subject to advisor availability. Further reschedules may incur a reasonable administration fee stated in writing.
Work already started
Once observation, interviews, or facilitation have begun, fees for completed stages are non-refundable. If we mutually end an engagement early, we will invoice only for work performed and pre-approved expenses, and refund any unused prepaid balance for stages not started.
No-shows
If client participants required for a booked workshop or clinic do not attend without notice, the session is treated as delivered and is non-refundable. We will discuss a paid make-up session if useful.
Materials and third-party costs
Printed materials prepared specifically for your engagement, venue hire booked at your request, and approved travel already incurred are non-refundable once purchased.
How to request a refund
Email info@apistoragegrid.digital with your invoice number, engagement name, and reason. We respond within five business days. Approved refunds are returned to the original payment method within 10 business days of approval, or by bank transfer to a nominated New Zealand account when the original method cannot be used.
Cancellations by Harbourline
If we must cancel for reasons within our control, you may choose a full refund or a new date. If cancellation is required by events beyond reasonable control (for example, severe weather closing a site), we will first offer rescheduling; prepaid fees remain as credit for three months unless both parties agree to a refund.
Questions
Level 7, 80 Albert Street, Auckland 1010
Phone: +64 9 555 4270
Email: info@apistoragegrid.digital