Refunds & Returns

1. OVERVIEW AND SCOPE

ROFT Strategic Workforce & Risk Advisory provides professional advisory and consulting services, including strategic workforce planning, risk analysis, competency framework design, career path design, and related deliverables. As a professional services firm, our offerings are bespoke and time-intensive — each engagement involves significant upfront research, analysis, and expert consultation.

This Refund and Returns Policy sets out our approach to cancellations, refunds, and disputes. It applies to all clients and engagements, regardless of the jurisdiction in which the client is located.

This Policy forms part of our broader engagement terms and should be read alongside our Master Service Agreement and Statement of Work.

2. NATURE OF OUR SERVICES

Because ROFT delivers professional services rather than physical products, the concept of "returns" does not apply in the traditional sense. However, we are committed to fair outcomes and clear processes for every client. We distinguish between the following scenarios:

• Cancellation before work commences

• Cancellation after work has commenced

• Disputes about quality or scope

• Failure to deliver agreed outputs

3. DISCOVERY SESSION FEE

Where a client commissions a paid Discovery Session (2-hour structured diagnostic session), the session fee is:

• Non-refundable once the session has been delivered

• Credited in full against the first formal project engagement, if one follows within 60 days of the session

If a session cannot be delivered due to circumstances on our side, a full refund of the session fee will be issued within 5 business days.

4. PROJECT ENGAGEMENT DEPOSITS

All project engagements require a deposit of 50% of the agreed project fee prior to commencement of work. The following cancellation terms apply to this deposit:

Cancellation Timing Deposit Treatment

More than 14 days before agreed start date: Full deposit refund, less any direct costs already incurred (e.g. travel, third-party fees)

7 to 14 days before agreed start date: 50% of deposit refunded; 50% retained to cover preparation time

Less than 7 days before agreed start date: Deposit is non-refundable — preparation work is substantially complete

After work has commenced: Non-refundable; client is invoiced for all work completed to the date of cancellation

5. RETAINER ARRANGEMENTS

Monthly retainer arrangements may be cancelled with 30 days' written notice. The following applies:

• Fees for the current billing period are non-refundable once services have been made available for that period

• No minimum contract term applies unless otherwise specified in the engagement agreement

• Pre-paid retainer fees for future periods will be refunded on a pro-rata basis if cancelled with adequate notice

6. DISPUTES AND QUALITY CONCERNS

ROFT is committed to delivering high-quality, actionable advisory outcomes. If you have concerns about the quality or completeness of any deliverable, we ask that you:

• Notify us in writing within 14 days of receiving the deliverable in question

• Provide specific details of the concern or shortfall against the agreed scope

Upon receipt of a written concern, we will:

• Acknowledge your communication within 2 business days

• Investigate the concern and respond with our assessment within 7 business days

• Where a shortfall against the agreed scope is confirmed, we will remedy the issue at no additional cost, or agree an appropriate fee adjustment

We do not issue refunds on the basis that a client disagrees with our professional findings or recommendations, provided those findings are delivered in accordance with the agreed scope.

7. FORCE MAJEURE

If ROFT is unable to deliver agreed services due to circumstances beyond our reasonable control (including illness, natural disaster, or technical failure), we will:

• Notify the client as soon as practicable

• Reschedule the engagement at a mutually agreed date where possible

• If rescheduling is not possible, provide a pro-rata refund for services not delivered

8. HOW TO REQUEST A REFUND OR RAISE A CONCERN

All refund requests and quality concerns must be submitted in writing to:

Email

roland@roftbusiness.org

Subject Line

Refund Request — [Your Name / Organisation]

Response Time

Within 2 business days of receipt

Please include in your communication: your full name and organisation, the engagement reference or invoice number, the nature of your request, and any supporting documentation.

9. REFUND PROCESSING

Where a refund is approved, it will be processed via the same payment method used for the original transaction within 5 to 10 business days, depending on your financial institution. For bank transfers, additional processing time may apply.

10. GOVERNING PRINCIPLES

This Policy is designed to be fair to both parties. We operate in good faith and expect the same in return. All disputes will be handled professionally and with a view to preserving the working relationship wherever possible.

Effective Date: April 2026 | Version 1.0

Refund FAQs

How do I get a refund?

Contact us within 14 days with your order details to start the refund process.

What items can I return?

Returns are accepted for unused items in original packaging within 30 days of purchase.

When will I receive my refund?

Refunds are processed within 7 business days after we receive and inspect the returned items.

Who pays return shipping?

Customers cover return shipping unless the item was damaged or incorrect.

Can I exchange an item?

We do not offer direct exchanges; please return and place a new order.

What if my item arrives damaged?

Please notify us immediately with photos so we can arrange a replacement or refund.

Get in Touch

Questions? We're here to help you anytime.