Refund & cancellation policy

Scope

This policy applies to consulting engagements with Innovation Data, including NZ Market Entry Advisory, Market Feasibility Assessment, Partner Introduction & Soft Landing, and Regional Expansion Planning. It does not cover third-party legal, tax, or immigration fees.

Deposit

Most engagements require a 40% deposit to reserve a start date. The deposit confirms your place in our schedule and covers early framing work.

Cancellation by the client

• More than 14 days before the agreed start date — Full refund of the deposit, less any non-recoverable third-party costs already approved by you in writing (for example, prepaid regional travel).
• 14 days or fewer before the start date — Deposit is non-refundable. We may, at our discretion, offer a credit toward a rescheduled engagement within six months.
• After work has started — Fees for work completed and expenses incurred are payable. Unused prepaid amounts for unfinished phases may be refunded on a pro-rata basis after we issue a status summary, except for discovery time already delivered.

Cancellation by Innovation Data

If we must cancel due to illness, conflict, or capacity, you may choose a full refund of amounts paid for undelivered work or a rescheduled start at no extra fee.

Rescheduling

One reschedule with at least 10 days’ notice is available without charge, subject to our calendar. Further reschedules may incur an administrative fee of NZD $350 or require a new quote if scope has changed.

Soft landing retainers

Monthly retainers billed in advance are refundable for unused full months if cancelled with 15 days’ notice before the next billing date. Partial months already underway are non-refundable. Introductions already made are not “reversed” and do not create a refund entitlement.

No-shows

If your team misses a scheduled discovery call or workshop without 24 hours’ notice, that session may be counted as delivered within the engagement timeline.

Work already started / materials

Research notes, interview preparation, and draft memos produced under the engagement remain billable even if you pause the project. We do not refund for change of commercial strategy unrelated to our performance.

Refund method and timing

Approved refunds are returned to the original payment method within 15 business days of written approval. Bank transfer fees charged by your institution are not reimbursed.

How to request a refund

Email info@innovation-data.digital with your engagement reference, reason for the request, and preferred contact number. We confirm receipt within two business days and outline the assessment outcome in writing.

Disputes

If you believe deliverables fall short of the written scope, contact us promptly so we can remedy. Unresolved disputes follow the governing law set out in our terms.