Refunds and cancellations
Eligibility, timeframes, deposits, and how to request a refund for MapleBase Desktop engagements.
Overview
This policy covers analysis engagements, visualisation packs, quarterly monitoring, and workshops offered by MapleBase Desktop Ltd.
Eligibility window
Refund requests should be sent to hello@desktop-maplebase.click within 14 days of payment for the relevant engagement stage, unless a longer period is stated in your proposal.
Full refunds
You may receive a full refund of amounts paid for an engagement stage if:
- We cancel the engagement for reasons within our control before substantive analysis begins, or
- You cancel in writing before we have started data ingestion and more than 10 working days remain before a booked workshop date
Partial refunds
If work has started (data ingestion, chart drafting, or workshop preparation), we may offer a partial refund reflecting completed hours and non-recoverable preparation. Typical partial refunds range from 30% to 70% of the fees for that stage, confirmed in writing.
Non-refundable items
- Deposits after data ingestion has begun, except where we cancel
- Third-party room hire booked at your request outside our London office
- Completed quarterly monitoring packs already delivered for that quarter
Refund process
Email hello@desktop-maplebase.click with your organisation name, invoice number, and reason. We confirm eligibility within five working days and process approved refunds within 14 working days to the original payment method.
Cancellations and rescheduling
Workshops may be rescheduled once without charge if you give at least seven working days’ notice. Later changes may incur a £150 administration fee. Trend reviews may be paused by mutual agreement; extended pauses beyond 60 days may require a new deposit.
No-shows
If workshop attendees do not join a confirmed session without 48 hours’ notice, the workshop fee is forfeited. We may offer a recorded alternative walkthrough at our discretion for an additional fee.
Work already started and materials
Draft charts and notes produced before cancellation remain our property. If a partial refund is paid, you do not receive a licence to use unfinished materials unless we agree otherwise in writing.
Deposits
A 40% deposit secures analyst time for reviews and multi-quarter monitoring. Deposits are applied to the final invoice. Refund of deposits follows the full/partial rules above.
Contact for refund requests
MapleBase Desktop Ltd · Office 10, 72 Demo Street, London ZZ1 1AD · +44 20 0000 5410 · hello@desktop-maplebase.click