Refund Policy

1. Overview

This Refund Policy explains the terms under which Newland Europe ("Company," "we," "us," or "our") may issue refunds, credits, or payment adjustments in connection with our advisory, consulting, and business support services. Because our services are professional, time-based, knowledge-based, and often customized to a client’s specific business circumstances, refund eligibility is limited and subject to the conditions set out below.

By engaging our services, submitting payment, or entering into any service arrangement with Newland Europe, you acknowledge and agree to this Refund Policy. This policy should be read together with our Terms of Service, engagement documents, proposals, invoices, and any other written agreements governing the scope of work between the parties.

2. Nature of Services

Newland Europe provides advisory and management-related services that may include consultations, business analysis, strategic recommendations, documentation support, planning, reporting, implementation guidance, and related professional assistance. These services generally involve the allocation of consultant time, internal resources, research, preparation, review, and communication efforts that begin before a final written deliverable is issued.

As a result, payments made for services rendered, time reserved, work commenced, or resources allocated are typically considered earned once such work has started. Refunds are therefore not automatically available simply because a client later decides not to continue, delays implementation, or no longer wishes to use the results of the services provided.

3. General Refund Principle

Unless otherwise required by applicable law or expressly agreed in writing, all payments made to Newland Europe are non-refundable once services have commenced. Services are deemed to have commenced when any one or more of the following has occurred:

• A consultation has been scheduled, prepared for, or delivered;
• Internal review, research, planning, or analysis work has started;
• Client documents, information, or business materials have been examined by our team;
• A project timeline, scope outline, advisory framework, or deliverable preparation process has been initiated;
• A consultant or specialist resource has been assigned to the engagement.

4. Deposits and Advance Payments

4.1 Booking and Reservation Fees

If a deposit, retainer, booking fee, or advance payment is required in order to reserve project capacity, schedule a consultation, or begin preparation work, that payment is generally non-refundable. Such amounts are used to secure time on our calendar, allocate personnel, and initiate administrative and planning activity related to your engagement.

4.2 Retainers

Where services are provided on a retainer basis, monthly or periodic retainer payments secure ongoing availability and operational support. Retainers are generally non-refundable for the applicable billing period once that period has started, regardless of the volume of actual requests submitted by the client during that time.

5. Consultation Services

Fees paid for one-time consultations, advisory calls, review sessions, or strategic meetings are non-refundable once the session has been delivered or once preparation for the session has begun. Preparation may include reviewing your materials, assessing your inquiry, researching context, or reserving consultant time specifically for your matter.

If you need to reschedule a consultation, you must notify us sufficiently in advance. We may, at our sole discretion, allow one rescheduling opportunity where operationally feasible. Failure to attend a scheduled consultation without proper notice may result in forfeiture of the associated payment.

6. Project-Based Services

6.1 Work Already Performed

For project-based engagements, any refund request will be evaluated in light of the work already completed, time already committed, resources allocated, and project milestones reached. If work has begun, any refund—if granted at all—will usually be partial only and will reflect amounts remaining after deduction for:

• Consultation and planning time already used;
• Internal review and analysis performed;
• Project administration and onboarding efforts;
• Drafting, documentation, research, and coordination work completed;
• Any third-party costs or non-recoverable expenses incurred on your behalf.

6.2 Custom Deliverables

Custom strategy documents, advisory recommendations, business assessments, process plans, reporting frameworks, or other tailored deliverables are non-refundable once drafting, preparation, or customization has begun. This is because such work is produced specifically for the client and cannot be reused or resold in a commercially reasonable manner.

6.3 Milestone Payments

Where a project is divided into phases or milestones, each milestone payment is considered earned upon commencement or completion of the corresponding phase, depending on the payment structure set out in the applicable proposal or invoice. Completed milestones are not refundable.

7. Client Cancellations

If a client chooses to cancel an engagement after acceptance of a proposal, payment of an invoice, or commencement of services, the client remains responsible for payment for all work performed up to the cancellation date, along with any non-cancellable commitments or external costs incurred.

Any request to cancel ongoing services must be submitted in writing. Cancellation becomes effective only after it is acknowledged by Newland Europe. Verbal statements, delayed communication, or a lack of participation in the engagement do not automatically terminate the project or create an entitlement to a refund.

8. Refunds for Duplicate or Incorrect Charges

We may issue a refund or account correction in the event of a verified duplicate payment, billing error, or clearly unauthorized transaction directly attributable to our processing error. In such cases, you must notify us promptly and provide sufficient information for investigation.

If we determine that an overcharge or duplicate payment occurred, we will correct the issue using the original payment method where possible, or through another reasonable method at our discretion.

9. Dissatisfaction with Services

We take service quality seriously and encourage clients to raise concerns promptly so we can attempt to resolve them. However, dissatisfaction based on subjective preference, changes in business priorities, delays caused by the client, failure to implement recommendations, or disagreement with strategic advice does not automatically entitle a client to a refund.

Where appropriate, and at our sole discretion, we may offer a reasonable corrective measure instead of a refund. Such measures may include clarification, limited revisions within scope, a follow-up discussion, or other remedial action that we consider commercially appropriate.

10. Non-Refundable Circumstances

Without limitation, refunds will generally not be issued in the following circumstances:

• You change your mind after payment has been made;
• You no longer require the services after work has started;
• You fail to provide information, approvals, or access necessary for us to proceed;
• You delay the project or become unresponsive after onboarding;
• You decide not to implement our recommendations or deliverables;
• You are dissatisfied for reasons outside the agreed scope of work;
• The engagement is paused or terminated due to your breach of contract, abusive conduct, or failure to pay outstanding amounts;
• Time has been reserved or staff/resources have been allocated specifically for your engagement.

11. Timeframe for Refund Requests

Any refund request must be submitted in writing within fourteen (14) calendar days of the relevant charge, unless a shorter or longer period is required by applicable law or stated in a separate written agreement. Requests submitted after this period may be declined, particularly where services have already been performed or project activity has materially advanced.

Your request should include your full name, company name, invoice or payment reference, the date of payment, and a detailed explanation of the reason for the request. We may request additional information before evaluating the matter.

12. Processing of Approved Refunds

If a refund is approved, it will typically be processed to the original payment method used for the transaction, where feasible. Processing times may vary depending on the payment provider, banking institution, card issuer, or other external processing systems.

Approved refunds may be reduced by any non-recoverable transaction fees, third-party service charges, completed work value, or other amounts properly attributable to the engagement, unless prohibited by applicable law.

13. Chargebacks and Payment Disputes

If you believe a billing issue has occurred, we ask that you contact us first to allow us an opportunity to review and resolve the matter in good faith. Initiating a chargeback or payment dispute without first attempting direct resolution may delay the handling of your request and may require us to submit documentation demonstrating the services agreed, work performed, and communications exchanged.

Where a chargeback is initiated for services that were validly purchased and performed, we reserve all rights to contest the dispute and to pursue recovery of unpaid fees, costs, or losses to the extent permitted by law and contract.

14. Exceptions Required by Law

Nothing in this Refund Policy is intended to limit any non-waivable consumer rights that may apply under the laws of your jurisdiction. Where applicable law requires a refund, cancellation right, or other remedy, we will comply with the relevant legal obligation to the extent required.

15. Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes in our business practices, service structures, legal requirements, or payment procedures. Any revised version will be posted on this page with an updated effective date. The version in effect at the time of your purchase or engagement will generally apply to that transaction unless otherwise required by law.