Refund Policy

1. Nature of Consulting Services

Consulting services are professional services that involve the application of expertise, judgment, and time. Unlike physical products, consulting services cannot be "returned" once delivered. The value of consulting services is realized through the analysis, recommendations, and guidance provided, and this value is delivered progressively throughout the engagement.

Because of the nature of professional services, our refund policy is necessarily more nuanced than a simple product return policy. We have designed this policy to be fair to both clients and to our firm, recognizing that consulting engagements involve significant investment of time and expertise on our part.

We encourage all prospective clients to carefully review the scope of services, deliverables, and fees described in the engagement agreement before signing. We are happy to answer questions and clarify expectations before any engagement begins.

2. Deposits

For project-based consulting engagements, we require a deposit of 50% of the total project fee prior to commencement of work. This deposit is used to reserve our time and resources for your engagement and to cover the initial costs of the discovery and assessment phases.

Deposit Refund Eligibility: The deposit is refundable under the following circumstances:

• If you cancel the engagement before any work has commenced, you are entitled to a full refund of the deposit, less a $250 administrative processing fee.
• If you cancel the engagement after work has commenced but before the completion of the discovery phase, you are entitled to a refund of the deposit less the value of work completed, calculated at our standard hourly rate.
• If we are unable to commence the engagement within 30 days of the agreed start date due to our own scheduling constraints, you are entitled to a full refund of the deposit.

The deposit is non-refundable if you cancel the engagement after the completion of the discovery phase, as significant work and resources will have been invested in the engagement by that point.

3. Project Fees

Project fees are charged for defined consulting engagements with specific deliverables. The balance of project fees (beyond the initial deposit) is due upon completion of the project.

Project Fee Refund Eligibility: Refunds of project fees may be available in the following circumstances:

• If we fail to deliver the agreed deliverables within the agreed timeline due to our own failure (not due to client delays or changes in scope), you may be entitled to a partial refund proportional to the undelivered work.
• If the deliverables we provide materially fail to meet the specifications described in the engagement agreement, we will first attempt to remedy the deficiency. If we are unable to remedy the deficiency within a reasonable time, you may be entitled to a partial refund.
• If we terminate the engagement without cause, you are entitled to a refund of fees paid for work not yet completed.

Project fees are not refundable on the basis of dissatisfaction with business outcomes, as business outcomes depend on many factors outside our control, including the client's implementation of our recommendations and external market conditions.

4. Retainer Arrangements

For ongoing advisory relationships structured as monthly retainers, fees are billed monthly in advance. Retainer fees cover the availability of our consulting resources during the retainer period and are not contingent on a specific number of hours or deliverables.

Retainer Refund Eligibility:

• If you cancel a retainer arrangement with at least 30 days written notice before the next billing date, no refund is due for the current month's retainer, as our resources have been reserved for that period.
• If you cancel a retainer arrangement with less than 30 days notice, the current month's retainer fee is non-refundable.
• If we fail to provide the agreed advisory services during a retainer period due to our own failure, you may be entitled to a pro-rated refund for the period during which services were not provided.

5. Cancellation Terms

Cancellations must be submitted in writing to stephenchien@chiencons.com. Verbal cancellations are not accepted. The effective date of cancellation is the date on which we receive written notice.

Cancellation Timeline and Refund Schedule:

• Cancellation before work commences: Full refund of deposit less $250 administrative fee
• Cancellation during discovery phase: Refund of deposit less value of work completed at standard hourly rate
• Cancellation after discovery phase: No refund of deposit; balance of fees due for work completed
• Cancellation of retainer with 30+ days notice: No refund for current period; no future charges
• Cancellation of retainer with less than 30 days notice: Current period non-refundable; no future charges

6. Refund Eligibility Requirements

To be eligible for a refund under this policy, the following requirements must be met:

• The refund request must be submitted in writing within 30 days of the event giving rise to the refund claim
• The client must have fulfilled all of their obligations under the engagement agreement, including providing required information and making personnel available
• The refund request must clearly describe the basis for the refund claim
• The client must cooperate with our review of the refund request, including providing any documentation we reasonably request

Refund requests that do not meet these requirements may be denied or delayed.

7. Non-Refundable Services

The following services and fees are non-refundable under any circumstances:

• Fees for consulting services that have been fully delivered in accordance with the engagement agreement
• Deposits for engagements cancelled after the completion of the discovery phase
• Fees for rush or expedited services
• Fees for travel and out-of-pocket expenses incurred in connection with the engagement
• Fees for third-party services or tools procured on the client's behalf
• Administrative fees associated with processing refunds

We invest significant time and expertise in every engagement, and fees for services that have been delivered represent compensation for that investment. We are committed to delivering high-quality services and to resolving any concerns about service quality through our dispute resolution process.

8. Dispute Resolution

If you are dissatisfied with our services or believe you are entitled to a refund, we encourage you to contact us directly to discuss your concerns. We are committed to resolving disputes fairly and professionally, and we prefer to resolve concerns through direct communication rather than formal dispute processes.

Step 1: Direct Communication. Contact us at stephenchien@chiencons.com or (323) 770-4646 to describe your concern. We will respond within 3 business days and work with you to understand and address the issue.

Step 2: Formal Refund Request. If direct communication does not resolve the issue, submit a formal written refund request to stephenchien@chiencons.com. Include a detailed description of the basis for your refund claim, the amount you are requesting, and any supporting documentation. We will review your request and respond within 10 business days.

Step 3: Mediation. If the formal refund request process does not resolve the dispute, either party may request mediation. Mediation will be conducted by a mutually agreed mediator in Los Angeles, California. The costs of mediation will be shared equally by both parties.

Step 4: Arbitration. If mediation is unsuccessful, disputes will be resolved through binding arbitration in accordance with the dispute resolution provisions of our Terms and Conditions.

9. Refund Processing

Approved refunds will be processed within 10 business days of approval. Refunds will be issued using the same payment method used for the original payment, where possible. If the original payment method is no longer available, we will work with you to arrange an alternative refund method.

Please note that processing times for refunds may vary depending on your payment method and financial institution. Credit card refunds typically appear within 5-10 business days after processing. Bank transfer refunds may take 3-5 business days after processing.

10. Contact Information

For questions about this Refund Policy or to submit a refund request, please contact us at:

Chien Consulting Group LLC
2679 Menlo Ave
Los Angeles, CA 90007
United States
Phone: (323) 770-4646
Email: stephenchien@chiencons.com

We are committed to resolving all refund requests fairly and promptly. If you have any questions about this policy or your specific situation, please do not hesitate to contact us.