Refunds, deposits & cancellation

Last updated: 18 August 2026

This policy applies to paid professional services from Cluster Pulse Point: cluster reliability assessments, incident pattern reviews, and recurring reliability briefings. It does not cover goods, software licences, or subscriptions — we do not sell those.

1. Deposits

Engagements typically require a 30% deposit to reserve analyst time. The balance is due on delivery of the final report or as staged in the statement of work.

2. Full refund eligibility

A full refund of amounts paid is available if:

• We cancel the engagement for reasons within our control and no satisfactory alternative date is offered; or
• You cancel in writing before the access briefing begins and at least 10 business days before the scheduled start date

3. Partial refunds

If you cancel after the access briefing has begun but before draft delivery, we refund the unused portion of the fee after deducting work already performed at the rates implied by the statement of work, and retain a scheduling fee of up to 15% of the project fee.

After draft delivery, fees for completed stages are non-refundable. Payment for remaining stages not yet started may be waived at our discretion.

4. Non-refundable items

• Scoping calls (provided at no charge)
• Third-party costs expressly approved by you in writing (for example courier of printed materials)
• Briefings already delivered under a retainer

5. Refund process & timing

Email hello@cluster-pulsepoint.digital with your engagement reference and reason. We confirm eligibility within five business days. Approved refunds are returned to the original payment method within 14 business days of approval.

6. Rescheduling

You may reschedule once without fee if notice is given at least five business days before the start date. Later reschedules may incur a fee of AUD 750 to cover calendar disruption.

7. No-shows

If your nominated contacts fail to attend a booked reading or pattern session without 24 hours’ notice, that session is treated as delivered. A replacement session may be booked at an additional half-day fee.

8. Work already started

Time spent on evidence review, application analytics, and drafting is billable even if you later pause the engagement. Pausing beyond 30 days may require a restart fee to re-familiarise with the cluster state.

9. Australian Consumer Law

Nothing in this policy limits non-excludable rights under the Australian Consumer Law. If a service fails to meet a consumer guarantee, you may be entitled to a remedy as provided by law.

10. Contact for refund requests

Cluster Pulse Point
Level 9, 45 Market Street, Sydney NSW 2000
Phone: +61 2 5550 6520
Email: hello@cluster-pulsepoint.digital