How refunds and cancellations are generally handled
These terms apply to services provided by Maximize Your Return™ — by Roy Mukai, including diagnostic sessions, advisory sessions, workshops, project work, and related consulting deliverables.
Nothing in these terms limits any rights that cannot be excluded under applicable law.
| Service or situation | Refund / cancellation approach |
|---|---|
| Free discovery calls | No charge. Please provide reasonable notice if you need to reschedule. |
| Paid diagnostic or advisory sessions | May be rescheduled with at least 48 hours’ notice. Late cancellations or no-shows are generally non-refundable. |
| Workshops | Rescheduling or cancellation requires at least 7 business days’ notice. Short-notice changes may reduce or eliminate any refund. |
| Project deposits | Deposits may become non-refundable once preparation, project setup, or reserved delivery capacity begins. |
| Project cancellations | Refunds, if any, are based on work not yet performed, less preparation time, completed work, committed time, third-party costs, and non-recoverable payment fees where applicable. |
| Client delays | Timelines may shift if required information, access, approvals, or feedback are delayed. Extended delays may require a revised schedule or scope. |
| Completed deliverables | Completed advisory work and digital deliverables are generally non-refundable once delivered. |
| Payment processing fees | Non-recoverable payment processing fees may be deducted from refunds where permitted. |
| Taxes and currency | Taxes, refunds, and credit adjustments will be handled according to the invoice and applicable tax requirements. |
Free discovery calls
Free discovery calls are provided at no charge.
If you need to reschedule, please provide as much notice as possible. I will do the same if a scheduling issue arises on my side.
Repeated missed calls or last-minute changes may require a new request before another call is booked.
Paid diagnostic and advisory sessions
Paid diagnostic and advisory sessions require payment before the scheduled session.
You may request to reschedule a paid session with at least 48 hours’ notice. When reasonable notice is provided, I will work with you to find another suitable time.
If you cancel at least 48 hours before the scheduled session and no preparation work has begun, a refund may be available, less any non-recoverable payment processing fees where applicable.
If preparation work has already begun, the refund may be reduced to reflect the time already spent reviewing information, preparing for the session, or reserving delivery capacity.
Cancellations with less than 48 hours’ notice and no-shows are generally non-refundable. Emergency situations can be reviewed case by case.
Workshops and private sessions
Workshops require more preparation than a standard advisory session. This may include planning, review of background materials, customization of examples, preparation of materials, coordination with participants, and reserved delivery time.
Workshop rescheduling or cancellation requests require at least 7 business days’ notice.
If a workshop is cancelled or rescheduled after preparation has begun, any refund may be reduced to reflect preparation time, completed work, committed delivery time, non-recoverable third-party costs, and payment processing fees where applicable.
Cancellations with very short notice may be non-refundable, especially where the time has been reserved and preparation has already been completed.
Project deposits and project work
For project-based work, a deposit or upfront payment may be required before work begins.
A project deposit helps cover initial review, preparation, project setup, reserved delivery capacity, and early work. Once those activities begin, some or all of the deposit may become non-refundable.
If you cancel a project before work begins, any refund will depend on whether preparation, scheduling, or reserved capacity has already been committed.
If you cancel after work begins, you remain responsible for work already performed, work in progress, preparation time, committed project time, third-party costs, and any non-recoverable payment processing fees where applicable.
Any refund will generally be limited to the portion of the work not yet performed.
Client delays and missing information
Many consulting projects depend on timely input from the client. This may include documents, data, system access, decision-maker availability, approvals, feedback, or clarification of scope.
If required information or feedback is delayed, delivery dates may shift.
If delays continue, the project may need to be paused. Restarting a paused project may require a revised schedule, revised scope, or additional fees, especially if the delay affects availability, preparation, or delivery capacity.
Fees already earned for preparation, completed work, work in progress, or reserved capacity are not refundable because of client-side delay.
Completed deliverables
Completed advisory work and digital deliverables are generally non-refundable once delivered.
This includes reports, roadmaps, workflows, dashboards, templates, written recommendations, workshop materials, and similar consulting deliverables.
If a deliverable does not match the agreed scope, I will review the concern in good faith. Where appropriate, the remedy may be a correction, clarification, revision, or partial adjustment.
Refunds are not provided simply because recommendations are not implemented, internal priorities change, or expected business outcomes are not achieved.
Scope changes
If your needs change after work begins, I will review the requested change with you.
A scope change may affect the project fee, timeline, deliverables, or payment schedule. Work already completed under the original scope remains billable.
Where needed, I may provide a revised estimate, updated scope, or separate proposal before continuing.
Advisory work and business outcomes
My work is intended to help you make better-informed decisions, identify opportunities, clarify priorities, and improve follow-through.
However, consulting and advisory services do not guarantee a specific financial result, operational result, revenue increase, cost saving, implementation outcome, or return on investment.
Business outcomes depend on many factors, including internal execution, leadership decisions, available resources, staff adoption, data quality, timing, market conditions, and third-party systems.
Payment processing fees, taxes, and currency
Refunds, if approved, may be reduced by non-recoverable payment processing fees where permitted.
If GST/HST or PST was charged on the original invoice and a refund or credit is issued, the tax adjustment should be documented properly through the invoice, credit note, or accounting record.
Unless otherwise stated, fees are charged in Canadian dollars. If you pay from outside Canada, your bank or payment provider may apply currency conversion, international transaction, or other fees. Those client-side fees are not controlled by Maximize Your Return™ — by Roy Mukai and are not refundable by me.
Request a cancellation, rescheduling, or refund
To request a cancellation, rescheduling, or refund, please contact info@roymukai.com.
I will review the request in good faith and respond based on the service purchased, work already performed, preparation completed, timing of the request, and any applicable legal requirements.
Email a requestPlease include
- Your name and organization
- The service or invoice involved
- The scheduled date, if applicable
- The reason for the request
- Whether you are requesting a refund, rescheduling, or another resolution
Questions before you book or pay
If anything is unclear before you book or pay, please ask. I want expectations to be clear before work begins.
Contact info@roymukai.com