Refund Policy
Effective date: August 1, 2025
Last updated: August 1, 2025
1. Scope
This Refund Policy applies to treasury continuity documentation and advisory services purchased from Utilitylagoon Co., Ltd. It does not apply to third-party products including the Offline Wallet Tracker on the Microsoft Store.
2. Deposit structure
Most engagements require a 50% deposit upon confirmation. Documentation Reviews require full payment before review begins. Retainer agreements are invoiced quarterly in advance.
3. Refund eligibility
Before discovery session: Full refund of any deposit or payment if you cancel at least 5 business days before the scheduled discovery session or review start date.
After discovery session begins: Deposits are non-refundable. The discovery session represents commencement of work including preparation, scheduling, and initial interviews.
After draft delivery: No refund for work completed. If deliverables do not meet the agreed scope in your engagement letter, you may request one revision cycle as specified in your engagement terms before final payment is due.
4. Partial refunds
Partial refunds may be issued when:
- Utilitylagoon cancels an engagement due to practitioner unavailability and cannot reschedule within 30 days
- Agreed scope is materially reduced by mutual written agreement before work begins on the reduced scope
Partial refund amounts are calculated based on work not yet performed.
5. Non-refundable items
- Discovery sessions that have commenced
- Recovery planning workshops that have been conducted
- Quarterly retainer periods that have started
- Third-party costs incurred on your behalf (scheduling tools, courier for physical document delivery)
6. Cancellation and rescheduling
Client cancellation: Notify us at least 5 business days before a scheduled session for a full deposit refund or free reschedule.
Late cancellation: Cancellations within 5 business days of a scheduled session forfeit the session fee or count as a completed session under retainer agreements.
Utilitylagoon cancellation: If we must cancel, we offer reschedule at no additional cost or full refund of fees for the cancelled session.
7. No-shows
If designated key holders fail to attend a scheduled discovery session without prior notice, the session is considered completed and no refund is issued. One reschedule is offered if notice is given at least 24 hours in advance.
8. Work already started
If you terminate an engagement after draft documents have been delivered, you owe the remaining balance per the engagement letter. Delivered drafts remain licensed to you upon final payment.
9. Processing time
Approved refunds are processed within 14 business days to the original payment method. Bank transfer refunds may require additional processing time depending on your financial institution.
10. Disputes
Contact hello@utilitylagoon.click with refund requests. Include your engagement reference, payment date, and reason for request. We aim to respond within 5 business days.
Unresolved disputes are subject to the governing law provisions in our Terms of Service.
11. Contact
Utilitylagoon Co., Ltd.
Office 7, 26 Demo-ro, Cheongju 00000
Email: hello@utilitylagoon.click
Phone: +82 43 0000 1819