Returns & refunds.

1. Before work begins

Adding a service package to the cart or preparing an invoice request does not take payment. These refund rules apply only after money has actually been received against an agreed order, proposal, or invoice.

If you cancel before scheduled work begins, payments for work not yet performed are normally refundable. We may deduct:

• Any booking, discovery, or mobilisation fee clearly identified as non-refundable before payment.
• Work already performed at your request, including research, planning, workshops, setup, or procurement.
• Non-cancellable third-party costs we have already committed with your approval.

We will explain any deduction and provide a reasonable breakdown.

2. After work begins

You may request cancellation in writing. We will stop new work as soon as reasonably practical and calculate the amount due for work completed, accepted milestones, reserved capacity where expressly agreed, and committed third-party costs.

Any remaining prepaid amount for undelivered work will be refunded. Completed or accepted milestones are not normally refundable merely because priorities change, the deliverable is no longer needed, or a third-party platform changes after delivery.

3. Problems with a deliverable

If a deliverable materially fails the written requirements or acceptance criteria, notify us promptly—ideally within 14 calendar days of delivery—and include enough detail to reproduce or understand the issue.

Our first remedy is normally to correct the non-conformity within a reasonable time at no additional professional fee. A refund or fee reduction may be appropriate when:

• We cannot correct a material failure within a reasonable period.
• The agreed service was not supplied.
• We cancel work for reasons not caused by the client and no reasonable alternative is agreed.
• Applicable law requires a refund or another remedy.

Issues caused by unauthorised changes, misuse, missing client dependencies, inaccurate client material, or changes to third-party services are handled as support or additional scope rather than a defect in the original work.

4. Digital products and licences

If Etkahn offers a standard downloadable product or licence, its product page or order form will state any separate cancellation and refund terms before purchase. Where immediate access to a digital product is provided, a refund may not be available after download, activation, or substantial use except where the product is faulty, misdescribed, or applicable law says otherwise.

5. Training, workshops, and scheduled sessions

For a scheduled session, please give as much notice as possible. Unless the booking document states another rule:

• We will try to reschedule once without a professional-fee penalty where reasonable notice is provided.
• Late cancellation or non-attendance may be charged where time was reserved and could not reasonably be reallocated.
• Non-refundable venue, travel, platform, or supplier costs remain payable.
• If Etkahn cancels, you may choose a new date or a refund of fees paid for the cancelled session.

6. Retainers and ongoing support

Retainers and recurring services may be cancelled using the notice period in the applicable agreement. Fees already earned for an active service period are not normally refundable. Unused prepaid periods after the effective cancellation date will be refunded where the agreement does not provide for rollover, reserved capacity, or another treatment.

7. How to request a cancellation or refund

1. Email hello@etkahn.com with the client name, invoice or project reference, amount, and reason for the request.
2. Include relevant evidence or a clear description of the issue.
3. We aim to acknowledge the request within three business days and may ask for further information.
4. We will provide a written outcome and calculation. Approved refunds are normally initiated within ten business days to the original payment method where possible.

Your bank, card network, or payment provider may take additional time to display the credit. Transfer charges, exchange-rate movement, and unavoidable provider fees may affect the amount received where permitted by law.

8. Statutory rights

This policy does not remove any consumer protection, cancellation right, warranty, or remedy that applicable law makes mandatory. Where a signed project agreement provides a more favourable remedy, that remedy applies.