Refunds & cancellations

This policy applies to consulting services offered by Utility Maple (programming consulting / Python automation consulting for operations teams). It does not cover physical products, software subscriptions, or marketplace goods — we do not sell those.

Eligibility

Refunds depend on the service type, notice timing, and whether work has begun. Fees already earned for completed pairing sessions or delivered review documents are generally non-refundable.

Timeframe to request

Contact info@utilitymaple.click within 14 days of the charge or invoice date you dispute, and before the engagement’s final handoff when possible.

Deposits

Operations automation engagements typically require a 30% deposit. If you cancel more than 10 business days before the agreed start date, the deposit is refundable minus a 5,000 TWD administration fee. Cancellations inside 10 business days forfeit the deposit, because calendar time was reserved.

Full or partial refunds

• Pairing sessions: Cancel at least 48 hours ahead for a full refund or reschedule credit. Later cancellations or no-shows are charged in full.
• Runbook & script review: If we have not yet accessed your materials, cancel for a full refund. After materials review begins, fees are earned on a percentage-of-completion basis agreed in writing.
• Scoped engagements: After start, refunds (if any) are partial and reflect unused prepaid days minus completed discovery/build time documented in status notes.

Non-refundable items

• Completed pairing blocks
• Delivered review reports and annotated scripts
• Third-party costs you pre-approved (for example paid API sandboxes)
• Administration fees stated above

Work already started

Once discovery interviews or scripting have begun, you remain responsible for fees covering time already spent. We provide a written summary of hours or milestones completed when calculating any partial refund.

Rescheduling

You may reschedule a scope call or pairing block once at no charge with 48 hours’ notice. Repeated moves may be billed as a short pairing segment if preparation was duplicated.

No-shows

If your team misses a booked on-site or video session without notice, the session fee is due. We will offer one makeup slot within 15 days when capacity allows; the fee remains payable.

Purchased materials

We rarely purchase materials on your behalf. If we do under written approval, those costs are non-refundable once ordered.

Refund process & method

Email info@utilitymaple.click with “Refund request,” your invoice number, and reason. We confirm eligibility within five business days. Approved refunds return via the original payment method within 10–15 business days after approval, subject to your bank’s processing time.

Contact

Office 10, 53 Demo Avenue, Taichung 00000 · +886 4 0000 2180 · info@utilitymaple.click