Refunds, deposits, and changing a date

These rules apply to paid measurement work described on this site. They do not cover physical goods, software licences, or media buying, because we do not sell those.

Eligibility

Refunds are available only for fees paid to Featurestreamhub for an engagement that has not been delivered as agreed, or that is cancelled under the conditions below. Informational prices on the rates page are not a charge.

Timeframe to ask

Write to hello@featurestreamhub.digital within 14 days of the event you are raising (a cancellation, a missed session, or delivery you believe is incomplete). Include the invoice number and the engagement name.

Deposits

Reviews and pre-campaign plans are confirmed with a 40% deposit. The deposit holds the start week. If you cancel more than 10 working days before the agreed start, the deposit is returned in full. If you cancel 10 working days or fewer before the start, the deposit is kept, because that week is rarely fillable. If we cancel before start (illness or a conflict we cannot staff), the deposit is returned in full and any further sum paid is returned.

Work already started

Once we have begun reconstruction of your files, fees reflect time used. If you withdraw after start, we invoice for work done, with a minimum of 30% of the agreed fee, and we return any unused remainder. Draft charts remain ours until the balance for work done is paid; we will not leave confidential extracts in an unpaid draft shared with third parties.

If we stop in the first ten days because the files cannot answer the named question, you pay for time used with a floor of 30% of the agreed fee, as described on the rates page. That is a partial charge, not a penalty for “failure.”

Quarterly briefings

A quarter that has not yet reached its file-due date may be cancelled with 30 days’ notice; that quarter’s invoice is not due. Once files have been sent or the file-due date has passed, the quarter is in progress and is charged. There is no refund of a completed briefing because you disliked a finding.

Workshops

The 2,200 GEL workshop fee is payable when the date is held. You may reschedule once, at least 5 working days before the date, at no extra fee. Later rescheduling, or a no-show of the group, is charged in full. If fewer than six people attend, the session still runs if you wish; the fee does not reduce. If we cancel the workshop, you may choose a new date or a full refund.

Printed workbooks prepared for a cancelled workshop are not refunded as a separate line; they are included in the fee treatment above. We do not sell leftover workbooks.

No-shows for presentations

If the presentation slot for a review is missed by your side without 2 working days’ notice, we will offer one replacement slot inside 15 working days. A second miss is treated as delivery of the file only; the presentation is not refunded as a separate unused item because it is part of the engagement fee.

How a refund is paid

Refunds are returned by the same bank transfer route as the original payment, in GEL, within 14 working days after we agree the amount. We do not refund to a different company’s account without a written instruction from the paying entity.

Non-refundable items

Time already spent on reconstruction and charting after start, as invoiced. A completed visual briefing. A completed workshop afternoon. Third-party room hire or travel billed at cost for a workshop outside Tbilisi, once those costs have been incurred.

Contact

Refund and cancellation requests: hello@featurestreamhub.digital, +995 32 555 6490, Level 8, 71 Kostava Street, Tbilisi 0171.