Refunds, cancellations, and deposits

These rules apply to Toolkit Adoption Studies, Application Reviews, Return Visits, and Supervisor Briefings booked with Toolkit Work. We do not sell goods by post, subscriptions, or classroom places, so those cases are not covered.

Eligibility

A refund is about the fee for a named visit. It is not about dissatisfaction with a finding in the written account. If we fail to attend a booked day without a cause set out below, the fee for that day comes back. If you cancel, the timetable in this notice applies.

Timeframe for asking

Write to hello@toolkitwork.digital as soon as you know the week cannot run. Requests made after the final account has been delivered are considered only where we failed to supply the account or attended the wrong site.

Full refund

You receive the deposit and any later payment back, minus bank fees we cannot recover, when:

• you cancel in writing more than ten full days before the first on-site day, and we have not yet bought non-refundable travel; or
• we cancel because we cannot staff the week, and you do not want a new week.

If travel had already been bought with your written agreement, that travel cost is kept or recovered as stated in the booking letter.

Partial refund

If you cancel between ten days and 48 hours before the first morning, we keep 30 percent (the deposit) for the held week and return the rest of any money already paid. If we have already spent a day on the floor, days completed are charged at the quoted day equivalent and the unused days are returned.

Non-refundable

• The deposit, once the ten-day window has closed, except where we cancel.
• Completed on-site days, including days shortened because the host stood us down after arrival.
• A Supervisor Briefing that has already been given.
• Travel and lodging bought with your agreement once those tickets or rooms cannot be refunded to us.

Work already started

Preparation (the call, the reading of a kit list) is included in the study fee and is not itemised for refund if you cancel after that call but still inside the ten-day window — you still receive the full refund described above. After the first morning on site, completed days are work already started and are charged.

Materials

We do not buy a kit for you. Paper tally sheets are ours. If you asked for extra bound copies of an account and they have been printed, those copies are charged at cost and are not taken back.

No-show

If nobody from the host side meets us at the agreed time and we cannot enter stores, the day is treated as completed for charging. We will wait one hour on site. Ring +61 2 5550 3290 if the gate is shut.

Rescheduling

One change of week, made more than ten days prior, is allowed without a fresh deposit. Later changes are treated as a cancellation and a new booking. Shutdown, bereavement on the crew, or a public warning that empties the yard are reasons we will move the week without treating it as your cancellation, once each booking.

Process and method

Write from the accounts email on the booking letter. We confirm the amount in writing. Refunds go back to the same Australian account or card that paid, within ten working days of our confirmation. We do not refund in cash at the door.

Contact

Refund questions: hello@toolkitwork.digital, or +61 2 5550 3290, desk at Level 8, 43 Bunda Street, Canberra ACT 2601.