Refund and cancellation policy.

Overview

SGD Consulting FZE provides marketing research and management consultancy services on a B2B engagement basis. This policy sets out the standard refund, cancellation, and dispute terms applicable to all engagements unless otherwise agreed in writing in a specific engagement letter.

For commercial engagements with enterprise clients, the binding refund and cancellation terms are those set out in the signed engagement letter or master service agreement governing that specific engagement. Where the engagement letter is silent on a specific matter, the terms below apply.

Engagement Fees and Deposits

Most engagements operate on a structured payment schedule defined in the engagement letter. Typical structures include an initial commitment payment at engagement start, milestone payments at agreed delivery points, and a final payment upon delivery acceptance.

Initial commitment payments are non-refundable once research work has commenced, except where SGD Consulting FZE is unable to fulfil the engagement as scoped, in which case a pro-rata refund will be calculated based on work completed to date.

Cancellation by Client

Clients may cancel an engagement by providing written notice to info@sgdconsult.com. The financial position upon cancellation is calculated as follows:

• Cancellation before any work has commenced: full refund of any payments received.
• Cancellation after engagement letter signature but before fieldwork begins: refund of payments received less reasonable scoping and mobilisation costs.
• Cancellation after fieldwork has commenced: pro-rata refund calculated on the basis of work completed to date, with all completed work products delivered to the client.
• Cancellation within 30 days of the agreed final delivery date: no refund of fees already paid; remaining milestones become due in full.

Cancellation by SGD Consulting FZE

SGD Consulting FZE reserves the right to cancel an engagement where, in the firm's reasonable judgement, the engagement cannot be completed to the standards required, where the client has materially misrepresented the engagement context, or where continuing the engagement would create a regulatory, legal, or ethical risk for the firm.

In such cases, the client will receive a pro-rata refund of fees paid less the value of work completed to date, and all completed work products will be delivered to the client.

Disputes and Chargebacks

If a client is dissatisfied with any aspect of an engagement, the client should first raise the concern in writing to info@sgdconsult.com. SGD Consulting FZE undertakes to respond within five business days and to work in good faith to resolve the matter through direct dialogue.

Clients should not initiate a card chargeback or bank dispute without first attempting good faith resolution through this dispute process. Card chargebacks initiated without prior dispute notification will be defended with full transaction documentation, engagement letter evidence, and delivery records.

Where a chargeback is determined by the card scheme to be invalid, SGD Consulting FZE reserves the right to recover the value of the disputed transaction together with reasonable costs of defending the chargeback.

Billing and Statement Descriptor

Charges processed via card payment will appear on the cardholder's statement as SGD CONSULTING FZE or a substantially similar identifier. Bank transfer payments are received in the name of SGD Consulting FZE.

Engagements are billed in the currency agreed in the engagement letter. SGD Consulting FZE supports invoicing in AED, GBP, and USD.

Governing Law

This policy is governed by the laws of the United Arab Emirates. Any dispute arising from this policy that cannot be resolved through direct dialogue will be subject to the exclusive jurisdiction of the courts of Ras Al Khaimah, UAE.

Contact

For any questions about this policy or to raise a refund or cancellation request, contact us at info@sgdconsult.com or by post at SGD Consulting FZE, FDRK4210, Compass Building, Al Hamra Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates.