Legal
Refunds & cancellations
How deposits, cancellations, and refunds work for Session Vertex Grid assessments.
Last updated: 18 August 2026
This policy applies to professional assessments offered by Session Vertex Grid (session quality audits, path clinics, briefing workshops, and pulse checks). This website does not sell physical goods or software licences.
Eligibility overview
Refunds depend on how much work has started, whether a calendar hold was reserved, and whether custom preparation (access setup, sample coding) has already occurred. Australian Consumer Law guarantees still apply where relevant.
Deposits
A 40% deposit confirms your calendar slot. The deposit is credited toward the final fee. Deposits are refundable in full if we cancel. Client-initiated cancellations follow the timelines below.
Cancellation by you
| Notice before start date | Refund of deposit | Notes |
|---|---|---|
| 14+ days | 100% of deposit | Slot released |
| 7–13 days | 50% of deposit | Preparation often underway |
| Fewer than 7 days | Non-refundable deposit | We may offer a one-time reschedule instead |
Rescheduling
One reschedule with at least seven days’ notice is available without fee, subject to our availability within three months. Further reschedules may incur an administrative fee of AUD 250.
Work already started
Once the evidence window or clinic facilitation has begun, fees for completed stages are payable. Unused later stages (for example, a briefing not yet held) may be refunded on a pro-rata basis or credited toward a later pulse check at our discretion.
No-shows
If your team does not attend a scheduled clinic or briefing without 24 hours’ notice, that session is charged in full. We will offer one replacement slot within thirty days if capacity allows; the replacement is not an additional refund trigger.
Partial refunds
Partial refunds may apply when scope shrinks by mutual written agreement after intake (for example, dropping a path before observation begins). Materials already reviewed are charged on a time basis against the original quote.
Non-refundable items
- Third-party meeting-room hire booked at your request
- Agreed rush premiums after work has been re-prioritised
- Final reports already delivered
How to request a refund
Email hello@sessionvertexgrid.digital with your organisation name, invoice number, and reason. We confirm receipt within two business days and decide within ten business days.
Processing time and method
Approved refunds are returned by EFT to the Australian account that paid the invoice, usually within ten business days of approval. We do not issue cash refunds.
Exceptions
If we materially fail to deliver the agreed report or facilitation, you may request a remedy including re-performance or refund of amounts paid for the undelivered portion. Nothing in this policy limits non-excludable rights under Australian Consumer Law.
Contact for refund requests: hello@sessionvertexgrid.digital · +61 2 5550 3290 · Level 11, 57 Pitt Street, Sydney NSW 2000.