Refund Policy

Last updated: 1 August 2026

Overview

This policy applies to consulting services provided by Laurel Hub Consulting Pty Ltd, including customer journey audits, front-line coaching programmes, and service standards workshops.

Deposits

A 50% deposit is required to confirm any booking. The deposit secures your scheduled dates and allows us to prepare for the engagement.

Cancellation by client

More than 14 days before the scheduled start date: Full refund of the deposit, minus a $150 administration fee.

7 to 14 days before: 50% of the deposit is refundable. The remaining 50% is retained to cover preparation time and reserved dates.

Less than 7 days before: The deposit is non-refundable. We will attempt to reschedule at no additional charge if mutually convenient dates are available within 60 days.

On the day of service or no-show: No refund. The full engagement fee is due.

Rescheduling

You may reschedule once at no charge if we receive at least 7 days’ notice. A second reschedule request incurs a $200 rescheduling fee. Rescheduled dates must fall within 90 days of the original booking.

Cancellation by Laurel Hub Consulting

If we must cancel due to illness, emergency, or circumstances beyond our control, you receive a full refund of all amounts paid, or the option to reschedule at your convenience.

Refund after work has started

Once on-site observation, coaching sessions, or workshop facilitation has begun, fees are non-refundable. If you terminate an engagement early, you are responsible for fees corresponding to work completed and any non-recoverable costs (travel booked, materials prepared).

Partial refunds

If we deliver a report or deliverable that does not meet the scope defined in your engagement letter, you may request a partial refund within 14 days of delivery. We will review the concern, offer to remedy the deliverable where possible, and determine a fair partial refund if remediation is not satisfactory.

Non-refundable items

The following are never refundable once incurred:

• Travel expenses already booked (flights, accommodation, mileage)
• Third-party venue hire fees paid on your behalf
• Administration fees for late cancellations

Refund process

Approved refunds are processed within 14 business days to the original payment method. Bank transfers may take an additional 3–5 business days to appear.

How to request a refund or cancellation

Email info@desktop-laurelhub.click with your name, engagement reference, and reason for the request. We will confirm receipt within two business days and advise the outcome.

Phone: +61 3 0000 8740 (Monday to Friday, 9:00 am – 5:00 pm AEST).

Disputes

If you are dissatisfied with our refund decision, contact us to discuss further. Unresolved disputes may be referred to mediation under Victorian law before pursuing legal remedies.