Refunds & cancellations

Eligibility

Refunds are considered for fees paid toward a confirmed engagement letter when work has not started or when SysData Online cancels the engagement. Once observation or drafting has begun, refunds are partial or unavailable according to the stages below.

Timeframe to request

Submit refund or cancellation requests in writing to contact@sysdataonline.digital within 14 days of the event that triggers the request (for example, our cancellation notice or your decision to stop before kickoff).

Full refund

A full refund of fees paid is available if you cancel in writing before the kickoff call and before any observation access has been used, or if we cancel the engagement before kickoff for reasons within our control.

Partial refund

If you cancel after kickoff but before the written report is delivered, we refund the unused portion of the fee after deducting work already performed (scoping, observation hours, and drafting to date), documented in a short statement. Deposits marked non-refundable in the engagement letter remain non-refundable.

Non-refundable items

• Completed walkthrough sessions already held
• Delivered written reports and journey briefs
• Third-party travel costs already incurred for an agreed on-site kickoff
• Retainer months already delivered

Work already started

Observation and drafting count as started work. Materials prepared for your engagement — annotated journeys, draft sections, baseline tables — remain billable even if you later choose not to proceed to walkthrough.

Deposits

Engagements may require a deposit to reserve a start window. Unless the engagement letter states otherwise, deposits become non-refundable once the kickoff call is held.

Cancellation & rescheduling

You may reschedule a kickoff or walkthrough once without charge if you give at least three business days’ notice. Later changes may incur a rescheduling fee stated in the engagement letter. Either party may cancel a retainer with 30 days’ written notice; the current month already in progress remains payable.

No-shows

If stakeholders miss a scheduled walkthrough without notice, we may count the session as delivered or charge a rebooking fee before offering a new slot.

Refund process & timing

Approved refunds are processed to the original payment method within 14 business days after approval. Bank processing times may add several days depending on your institution.

Method

Refunds follow the method used for payment (for example, bank transfer). We do not issue store credit.

How to contact us

Refund and cancellation requests: contact@sysdataonline.digital, +8229735353, 293-11,Songhyeonri,Sowon-myeonTaean-gunChungcheongnam-doKorea. Include your engagement reference and the reason for the request.