Refund and Dispute Policy
1. Purpose
This Refund and Dispute Policy outlines the terms under which clients may request refunds and the procedures for resolving disputes related to consulting services provided by Sequoia Partners International (“the Company”).
2. Scope
This policy applies to all consulting services offered by the Company, including but not limited to strategy sessions, project-based engagements, training programs, and ongoing advisory retainers.
3. Refund Policy
3.1 Non-Refundable Services
All consulting fees are generally non-refundable once services have been rendered, materials have been delivered, or work has commenced on a project.
3.2 Refund Eligibility
Refunds may be considered under the following limited circumstances:
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Duplicate payment or billing error by the Company.
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Cancellation of a service before any work has begun.
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Failure to deliver agreed-upon deliverables as outlined in the signed agreement or proposal, where the Company is solely responsible for non-performance.
3.3 Partial Refunds
In cases where partial work has been completed and the client terminates the engagement early, the Company may, at its discretion, issue a pro-rated refund based on the portion of unperformed services, less administrative or setup costs.
3.4 Refund Request Procedure
To request a refund, clients must:
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Submit a written request to a.otto@seqpi.com within 10 business days of the issue or concern.
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Include supporting details such as the service date, invoice number, and reason for the request.
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The Company will review the request within 10 business days and respond with an outcome.
4. Dispute Resolution
4.1 Informal Resolution
The Company encourages clients to first seek informal resolution by contacting their consultant or project manager to discuss concerns. Most issues can be resolved through direct communication.
4.2 Formal Dispute
If an issue cannot be resolved informally:
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The client must submit a written statement of dispute to [email/contact] within 30 days of the event giving rise to the dispute.
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The Company will review and respond in writing within 15 business days.
4.3 Mediation and Arbitration
If a satisfactory resolution is not reached, both parties agree to attempt mediation prior to pursuing legal remedies. Should mediation fail, disputes may be submitted to binding arbitration in accordance with the laws of the Gand Duchy of Luxembourg.
5. Chargebacks and Payment Disputes
Clients agree not to initiate chargebacks through their payment provider without first following the dispute resolution process outlined above. Unauthorized chargebacks will be considered a breach of contract and may result in suspension of services or additional collection actions.
6. Policy Updates
The Company reserves the right to modify or update this policy at any time. The latest version will always be available at www.seqpi.com.
7. Contact
For any questions or refund/dispute requests, please contact:
📧 a.otto@seqpi.com
📞 +352 26 20 32 68
📍 www.seqpi.com