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This Refund Policy explains how Draven & Oak Ltd handles fees, cancellations and refunds for consulting engagements arranged through dralven.digital. It forms part of our overall terms and sits alongside each signed engagement agreement.

1. Scoping calls are complimentary

Initial scoping conversations carry no charge and create no obligation. You only enter a paid relationship once you approve a written proposal.

2. Fixed-scope engagements (Compass & Keystone)

Fixed-scope engagements are quoted and approved in writing before work begins. If you cancel before work has started, any deposit paid is refundable in full. Once work has begun, fees are payable for the work completed up to the point of cancellation, and any remaining balance for work not yet performed is refunded.

3. Retained engagements (Cornerstone)

Retained engagements run on a monthly basis with a three-month minimum term. You may end the arrangement after the minimum term with 30 days' written notice. Fees for the current month are not refundable once that month's work has commenced, but no further months are charged after the notice period.

4. Our commitment to quality

We stand behind the quality of our work. If a defined deliverable does not meet the scope agreed in your proposal, tell us within 14 days of delivery and we will revise it at no extra cost. Where we are unable to bring a deliverable up to the agreed scope, we will refund the portion of the fee attributable to that deliverable.

5. What is not refundable

Because consulting outcomes depend on factors outside our control — including execution and market conditions — we do not offer refunds based on business results. Refunds relate to the delivery and quality of the agreed work, not to outcomes achieved after our involvement.

6. How to request a refund

To raise a refund request, email [email protected] with your engagement reference and the reason for the request. We aim to acknowledge requests within two business days and to resolve them within 14 days. Approved refunds are returned using the original payment method.

7. Contact

For any question about this policy, contact Draven & Oak Ltd at [email protected] or at the address in our footer.