1. Scope of this policy
This policy describes how cancellations, refunds and rescheduling work for the consulting and facilitation services we provide to organisations and individual professionals. It applies to the service packages listed on our Culture Blueprints page and to bespoke engagements agreed in writing with our team.
2. Before an engagement begins
If you have only sent us an enquiry through the website or had an initial conversation, no payment is due and no refund is needed — you remain free to step back at any time, for any reason. We will simply close the file and delete the related notes within twelve months unless you ask us to do so sooner.
3. Once a fixed-price engagement has been booked
For fixed-price packages such as the Culture Snapshot or Quarterly Blueprint, payment is typically split into an initial deposit (usually thirty percent) at booking and the balance on completion. The deposit secures your dates in our calendar and covers preparation work that begins immediately after booking.
- More than fourteen days before start date — you may cancel for any reason and we will refund any payment made, less a small administrative fee equal to ten percent of the deposit.
- Between fourteen and three days before start date — the deposit is non-refundable, but no further payment is required. We will happily apply the deposit to a rescheduled engagement within the following six months.
- Within three days of start date — the deposit is non-refundable. If the balance has already been paid, we will refund the unused portion calculated on a fair, pro-rata basis.
4. Once a retainer or annual partnership is underway
Embedded Partner agreements run for a fixed term (typically twelve months) and may be ended early by either party with sixty days' written notice. Fees paid for the notice period are not refundable, as our team is reserved for your work during that time. Any prepaid fees for periods beyond the notice window will be refunded in full.
5. Rescheduling workshops and sessions
We understand that calendars shift. You may reschedule individual workshops or coaching sessions free of charge with at least five working days' notice. Within five working days of the session, we ask for a small rescheduling contribution equal to the cost of the facilitator's blocked time. We always try to be reasonable, particularly when there is a genuine emergency on either side.
6. If we cannot deliver
In the unlikely event that we are unable to deliver an agreed session or deliverable on the agreed date — for example due to illness or a force-majeure event — we will offer you the choice of rescheduling at no extra cost or receiving a full refund of any fees paid for the affected work. We will always communicate as early as we possibly can.
7. Quality concerns
If you are not happy with any part of the work, please raise it with us as soon as you can. We will discuss what happened, what can be improved, and what fair remedy is appropriate — which may include additional work at no extra charge, a partial refund, or both. We genuinely want your engagement to be useful, and we would rather resolve concerns directly than have you walk away dissatisfied.
8. How to request a cancellation or refund
The simplest way is to write to your main contact at the studio, or to use the form on our contact page. Please include the engagement reference, the date(s) affected and a brief description of what you would like to happen. We will acknowledge your request within two working days and aim to complete any approved refund within fourteen days of agreement.
9. Statutory rights
If you are a consumer rather than a business, you may have additional rights under Swedish or other applicable consumer protection law. Nothing in this policy limits those rights. If you believe a statutory right applies to your situation, please tell us in your message and we will take it into account in our response.
10. Updates to this policy
We may refine this policy from time to time, particularly as we learn from our own engagements. The version on this page, dated above, is always the current one. Any change applies to engagements booked after the date of the change; engagements already in progress remain governed by the version of the policy in force when they were booked.