Service delivery & refund policy

LUCIDi4 Limited provides professional consulting services against a written, signed Statement of Work. The following policy covers how services are delivered and the refund and cancellation terms that apply to all engagements unless the Statement of Work expressly provides otherwise.

Service delivery

LUCIDi4 Limited delivers professional consulting services. We do not ship physical goods. All deliverables are delivered digitally or by scheduled video session.

Express Advisory services (written queries, clinic calls, focused sessions, half-day diagnostics) are delivered by written memo emailed to the client, by scheduled video call, or by returned document. Typical delivery timeframes, counted from receipt of payment:

• —Written query: written reply within 24 hours.
• —Clinic call: call scheduled within 3 working days, notes delivered within 1 working day of the call.
• —Focused session: call scheduled within 5 working days, memo delivered within 3 working days of the session.
• —Half-day diagnostic: scheduled within 10 working days, written report delivered within 5 working days of the diagnostic session.

Scoped engagements are delivered against a signed Statement of Work with named milestones and a final handover session. Typical total delivery ranges from 6 to 16 weeks depending on the brief, with written deliverables emailed to the client and a closing readout session scheduled at the end of the engagement.

Digital deliverables (memos, reports, documentation, technical files) are shared via email or secure file link. Video sessions are conducted via Google Meet or equivalent.

Cancellation before engagement commencement

A client may cancel a signed Statement of Work at any time before engagement commencement. If cancellation is received in writing more than seven (7) calendar days before the scheduled commencement date, fees paid are refunded in full. If cancellation is received within seven days of the scheduled commencement date, fees paid are refunded less a ten per cent (10%) administration charge, which reflects the opportunity cost of reserved consultant time.

Cancellation after engagement commencement

Once an engagement has commenced, fees are refunded on a pro-rata basis for work not yet performed, net of any travel, laboratory, or third-party costs already incurred and not cancellable. Work already performed is billed at the agreed rate and is not refundable.

Failure to deliver

If LUCIDi4 fails to deliver a material deliverable described in the Statement of Work, and we are unable to remedy the failure within thirty (30) days of written notice, the client may terminate the engagement and receive a refund in respect of the affected deliverable.

Unrecognised or disputed charges

If you see a charge from LUCIDi4 that you do not recognise, please contact us at billing@lucidi4.co before raising a dispute with your card issuer. We aim to resolve billing questions within two (2) working days and can usually supply a copy of the Statement of Work, the invoice, and the signed engagement acknowledgement.

How refunds are paid

Approved refunds are returned to the original payment method within ten (10) working days of approval. Funds typically appear on the cardholder’s statement within a further three to five working days, depending on the issuing bank.

Contact

For any refund or billing question, email billing@lucidi4.co. Please include your engagement reference and the name of the engagement lead.