Refunds and cancellations

Who this applies to

Clients who have paid a deposit or a fee for work named in an engagement letter: a usage insight study, a usage map commission, a product usage audit, or a team briefing. Enquiries sent through the form, with no payment, have nothing to refund.

When a full refund is due

• We decline the brief after a deposit was taken in error (for example the product has no living audience). The whole deposit is returned.
• We cancel a sitting or a study from our side and cannot offer a new date within thirty days that you accept. Fees paid for the cancelled work are returned in full.
• A map commission is stopped in the first days because the sample cannot support a path, and no drawing has been inked. The deposit is returned minus hours already spent, which will have been named in the first note; if those hours are none, the deposit returns in full.

When a partial refund is due

• You cancel a study more than ten days before the agreed start of week 1: the deposit is kept as calendar compensation; any sum already paid above the deposit is returned.
• You cancel a study once week 1 has begun: we invoice for work already done (intake, sample reading, interviews held) at the rate implied by the letter, and return the remainder. There is no refund for a report already delivered.
• You cancel a map after drawing has started but before delivery: we keep a fair share for hours drawn, not less than the deposit if the sheet is well advanced, and return the rest.
• You cancel an audit after we have opened the sample: 50% of the fee is returned if the letter has not yet been sent; none after the letter is sent.
• You cancel a briefing more than five days ahead: the fee is returned minus 80 GEL for the reserved room. Inside five days, see no-shows below.

Non-refundable items

• A report or map already delivered (printed or as a file)
• A briefing already sat
• An audit letter already sent
• Travel booked at your request along the Adjara coast, once tickets or a car are purchased and cannot be unwound
• The 40% study or map deposit once week 1 (or the drawing table) has started, except as the partial rules above allow

Work already started

“Started” means we have held the intake, opened your sample, sat an interview, or put ink on a sheet. Preparation of the engagement letter alone is not started work.

No-shows and late arrival

If a briefing’s named attendees do not arrive within thirty minutes of the start, in Batumi or on the video link, the sitting is treated as delivered. The fee is not returned. We will send the recap of whatever material we had hung. A person who writes ahead the same morning may ask to move the sitting; we will try, once, without a further fee.

Rescheduling

A study’s calendar may be moved once, if you write at least ten days before week 1 and we have a later slot within two months. A briefing may be moved once if you write at least five days ahead. A second move is treated as a cancellation and a new booking.

Deposits

Deposits hold time on the calendar. They are not a separate product. They are applied to the final invoice. They are returned only in the cases named above.

How to ask

Write to info@digitalstackcore.digital with the engagement letter date and whether you seek a cancellation, a move, or a refund. Telephone +995 422 555 325 if you need the desk the same day. We confirm in writing within five working days.

How money comes back

Refunds are sent to the same bank account that paid, in Georgian lari, within fourteen working days of our written confirmation. We do not refund in cash at the Chavchavadze Street door. Bank charges on the return, if any, are borne by us when the cancellation was ours, and by you when the cancellation was yours.

Exceptions

If Georgian law requires a more generous treatment in a particular case, that law wins. If the signed letter sets a tighter or kinder rule for that engagement, the letter wins.