Refund Policy

1. Overview and Philosophy

Vantage Grid Consulting ("Vantage Grid," "we," "us," or "our") is committed to delivering measurable value in every engagement. We understand that professional services represent a significant investment, and we approach refund situations with the same level of rigor and fairness that we bring to our consulting work.

Our refund policy is designed to balance two principles: protecting the Client's investment when circumstances change, and ensuring that Vantage Grid is fairly compensated for the time, expertise, and resources committed to each engagement. We believe in transparent communication and will always seek to resolve concerns through direct dialogue before formal refund processes are initiated.

This Refund Policy applies to all consulting services, diagnostic audits, framework design engagements, and advisory retainers provided by Vantage Grid. It should be read in conjunction with our Terms of Service and the specific terms outlined in your Statement of Work ("SOW") or Engagement Letter. In the event of a conflict between this policy and your SOW, the SOW shall prevail.

Because our services are professional advisory services — not physical goods — refund eligibility depends on the stage of the engagement, the extent of work already completed, and the specific circumstances of the request. Each situation is evaluated individually and on its merits.

2. Deposit and Retainer Policy

Most Vantage Grid engagements require an upfront deposit to reserve capacity and initiate the planning process. Standard deposit terms are as follows:

• A deposit of thirty percent (30%) of the total estimated engagement fee is required upon execution of the SOW
• The deposit is applied as a credit toward the first milestone payment or the final invoice, as specified in the SOW
• Deposits are generally non-refundable once the SOW has been executed, as they represent a commitment of Vantage Grid's scheduling capacity and preliminary planning resources
• For retainer-based arrangements, monthly retainer fees are due at the beginning of each service month and are non-refundable for that month

In exceptional circumstances, such as a material misrepresentation by Vantage Grid regarding the scope or nature of services, the Client may request a full or partial refund of the deposit. Such requests will be evaluated on a case-by-case basis by Vantage Grid's leadership team.

3. Pre-Commencement Cancellations

If you wish to cancel an engagement before any substantive work has begun, the following terms apply:

Cancellation within 48 hours of SOW execution

If you cancel within forty-eight (48) hours of signing the SOW and before any work has commenced, you are eligible for a full refund of all payments made, including the deposit. This 48-hour window is provided as a courtesy to allow for final internal approvals and consideration.

Cancellation after 48 hours but before work begins

If you cancel more than forty-eight (48) hours after signing the SOW but before the Discovery and Context Mapping phase has begun, the deposit is non-refundable. Any additional payments made beyond the deposit will be refunded in full within fifteen (15) business days.

Cancellation after preliminary planning

If Vantage Grid has begun preliminary planning activities (such as team allocation, initial research, or scheduling of discovery sessions) but the formal engagement phases have not yet begun, the deposit is non-refundable, and Vantage Grid may invoice for documented planning hours at the standard hourly rate specified in the SOW. Any balance remaining after deducting the deposit and planning costs will be refunded.

4. Mid-Engagement Cancellations

Either party may terminate an ongoing engagement in accordance with the termination provisions of the Terms of Service. In the event of a mid-engagement cancellation, the following financial terms apply:

Client-initiated cancellation

If the Client cancels an engagement after work has commenced, the Client is responsible for all fees for work completed through the effective date of cancellation. This includes completed milestones or deliverables, work-in-progress calculated on a time-and-materials basis at the hourly rates specified in the SOW, and any pre-approved expenses incurred. Any prepaid fees in excess of amounts owed for completed work will be refunded within twenty (20) business days.

Vantage Grid-initiated cancellation

If Vantage Grid terminates an engagement for reasons other than Client breach (for example, a conflict of interest discovered after commencement), the Client will be refunded all prepaid fees for services not yet rendered. Vantage Grid will make reasonable efforts to ensure an orderly transition and will deliver all completed and partially completed deliverables to the Client.

Cancellation due to Client breach

If the engagement is terminated due to a material breach by the Client (including but not limited to non-payment, failure to provide necessary information, or violation of confidentiality obligations), no refund will be issued. The Client remains liable for all fees due under the SOW through the date of termination and for any additional costs or damages incurred by Vantage Grid as a result of the breach.

5. Deliverable Acceptance and Disputes

Vantage Grid is committed to delivering work that meets the standards and specifications outlined in the SOW. Our deliverable acceptance process is designed to ensure mutual satisfaction:

• Upon delivery of each milestone or final deliverable, the Client has ten (10) business days to review the work and provide written acceptance or a detailed list of deficiencies ("Review Period")
• If the Client does not respond within the Review Period, the deliverable is deemed accepted
• If deficiencies are identified, Vantage Grid will undertake one (1) round of revisions at no additional cost, provided the requested changes fall within the original scope defined in the SOW
• Additional revision rounds or changes that exceed the original scope will be addressed through a Change Order with adjusted fees and timelines

If, after the revision process, the Client reasonably believes that the deliverable still fails to meet the material specifications outlined in the SOW, the Client may escalate the matter through the dispute resolution process described in Section 11 below. Refunds or fee adjustments related to deliverable quality disputes will be determined based on the findings of the dispute resolution process.

Subjective dissatisfaction with the content, conclusions, or strategic recommendations contained in a deliverable does not constitute a deficiency for the purposes of this section, provided that the deliverable was produced using professionally accepted methodologies and conforms to the specifications in the SOW.

6. Refund Eligibility for Specific Service Categories

Diagnostic Audits

Diagnostic audit services are delivered as a single, comprehensive assessment. Because the primary value of a diagnostic audit is realized upon delivery of findings — regardless of whether the Client chooses to act upon those findings — audit fees are non-refundable once the audit fieldwork has commenced. If the Client cancels before fieldwork begins, the deposit is non-refundable, but any additional prepayment will be returned.

Framework Design and Implementation

Framework design engagements are typically structured in multiple phases with defined milestones. Refunds are calculated on a per-phase basis: completed phases are non-refundable, in-progress phases are billed on a time-and-materials basis, and fees prepaid for future phases are refundable in full.

Brand Architecture and Market Analysis

These services involve significant upfront research and creative development. Once the research and analysis phase has been completed and findings have been presented, the associated fees are non-refundable. Design and strategy deliverables that are still in development at the time of cancellation will be billed on a proportional basis.

Retainer-Based Arrangements

Monthly retainer fees cover a reserved allocation of Vantage Grid's time and resources. Retainer fees are non-refundable for the current service month. Unused retainer hours do not roll over to the following month unless explicitly stated in the SOW. Clients may cancel a retainer arrangement with thirty (30) days' written notice, effective at the end of the current billing cycle.

Workshop and Training Sessions

Fees for scheduled workshops or training sessions are non-refundable if cancelled within seven (7) business days of the scheduled date. Cancellations made more than seven (7) business days in advance are eligible for a full refund, less a fifteen percent (15%) administrative fee. Rescheduling is available at no additional cost with at least five (5) business days' notice, subject to availability.

7. Credit and Future-Use Policy

In situations where a full or partial refund is not available, Vantage Grid may, at its discretion, offer a credit toward future services. Credits are subject to the following conditions:

• Credits are valid for twelve (12) months from the date of issuance
• Credits are non-transferable and may only be used by the original Client entity
• Credits may be applied to any Vantage Grid service but cannot be redeemed for cash or combined with other promotional offers
• If the value of a future engagement is less than the credit amount, the remaining balance will continue to be available until the credit expiration date
• Credits do not accrue interest and will expire automatically at the end of the twelve-month validity period

8. Refund Request Procedures

To initiate a refund request, the Client must submit a written request to Vantage Grid that includes the following information:

• Client name, company name, and the name of the primary point of contact for the engagement
• The SOW reference number or engagement description
• The date the SOW was executed and the date services commenced (if applicable)
• The total amount paid to date and the specific amount for which a refund is being requested
• A detailed explanation of the reason for the refund request, including any supporting documentation such as correspondence, deliverable review notes, or evidence of deficiency
• The preferred method for receiving the refund (original payment method, wire transfer, or check)

Refund requests should be sent to our business address or via email using the contact information provided at the end of this policy. We recommend sending refund requests via a method that provides delivery confirmation.

Vantage Grid will acknowledge receipt of the refund request within three (3) business days and will complete its review within fifteen (15) business days of receipt. During the review process, Vantage Grid may contact the Client for additional information or clarification. The Client is expected to respond promptly to such requests to avoid delays in processing.

9. Processing Times and Methods

Once a refund has been approved, Vantage Grid will process the refund according to the following guidelines:

• Refunds will be issued to the original payment method used for the transaction, unless the Client has requested an alternative method and Vantage Grid has agreed
• Credit card refunds typically take five to ten (5-10) business days to appear on the Client's statement, depending on the card issuer
• Wire transfer refunds will be initiated within five (5) business days of approval and may take an additional three to five (3-5) business days for the funds to arrive, depending on the receiving bank
• Check refunds will be mailed via certified mail within ten (10) business days of approval
• All refunds are issued in United States Dollars (USD) regardless of the original payment currency. Any currency conversion fees or exchange rate differences are the responsibility of the Client

Vantage Grid will provide the Client with written confirmation once the refund has been processed, including the refund amount, the date of processing, and the method of payment. If the Client does not receive the refund within the expected timeframe, they should contact Vantage Grid immediately for investigation.

10. Exceptions and Non-Refundable Items

The following items and circumstances are generally non-refundable:

• Engagement deposits after the 48-hour cancellation window has passed
• Fees for completed milestones or delivered work that has been accepted by the Client
• Pre-approved third-party expenses that have already been incurred (e.g., software licenses, research database access, travel costs)
• Rush or expedite fees charged for accelerated timelines
• Administrative and setup fees, if applicable
• Services terminated due to Client breach or non-cooperation
• Retainer fees for the current service month
• Workshop or training fees cancelled within seven (7) business days of the scheduled date

Vantage Grid reserves the right to make exceptions to these non-refundable categories on a case-by-case basis, at its sole discretion, in situations where the Client has experienced extraordinary or unforeseen circumstances. Such exceptions will be documented in writing and will not establish a precedent for future refund requests.

11. Dispute Escalation

If the Client is not satisfied with the outcome of a refund request, the following escalation path is available:

• Step 1 — Direct Dialogue: The Client and their assigned Vantage Grid engagement lead will discuss the matter to identify potential resolutions, including partial refunds, credits, or additional services
• Step 2 — Senior Review: If the matter is not resolved through direct dialogue, the Client may request a review by Vantage Grid's senior leadership within ten (10) business days of the initial decision
• Step 3 — Formal Dispute Resolution: If the matter remains unresolved after senior review, the dispute will be subject to the dispute resolution procedures outlined in the Terms of Service, including good faith negotiation and, if necessary, binding arbitration

Throughout the dispute resolution process, the Client's obligation to pay undisputed amounts remains in effect. The disputed amount may be placed in escrow by mutual agreement until the dispute is resolved.

12. Modifications to This Policy

Vantage Grid reserves the right to modify this Refund Policy at any time. Changes will be effective upon posting the updated policy with a new "Last Updated" date. Modifications will not retroactively affect refund rights that accrued under a prior version of this policy for engagements already in progress at the time of the change.

We encourage Clients to review this policy periodically. If you have an active engagement and are concerned about how a policy change may affect your rights, please contact us for clarification.

13. Contact Information

For all refund inquiries, requests, or dispute escalations, please contact us using the information below.