Refund & Cancellation Policy
1. Overview
This Refund & Cancellation Policy explains the terms under which clients may cancel a consulting engagement with MSN Management ("we", "us", "our") and the circumstances in which fees may be refunded. It forms part of, and should be read alongside, our Terms of Service. By engaging our services or purchasing a service through our website, you agree to this policy.
2. Nature of our services
MSN Management provides professional management consulting services. Engagements are scoped individually and confirmed in a written proposal that sets out the agreed deliverables, timeline, and fees. Because our work is bespoke and delivered by senior practitioners, refund eligibility depends on the stage of delivery, as set out below.
3. Cancellation by the client
Before work begins
You may cancel an engagement at any time before work has commenced. If you cancel within 14 days of payment and before any work has begun, you are entitled to a full refund of fees paid.
After work has begun
If you cancel after we have started work, you will be charged for work performed up to the date of cancellation on a pro-rata basis, including any non-recoverable third-party costs reasonably incurred. Any balance of pre-paid fees will be refunded to you.
Scheduled sessions and advisory calls
Individual advisory sessions or coaching calls may be rescheduled or cancelled at no charge with at least 48 hours' notice. Cancellations made with less than 48 hours' notice may be charged in full.
4. Refund eligibility
- Eligible: Fees for services not yet delivered; duplicate or erroneous charges; engagements we are unable to deliver.
- Not eligible: Work already performed and delivered; completed advisory sessions; third-party costs already incurred on your behalf with your authorisation.
5. Refunds initiated by MSN Management
If for any reason we are unable to deliver an engagement we have accepted, we will notify you promptly and refund any fees paid for the undelivered portion of the work in full.
6. How to request a refund
To request a refund or cancel an engagement, please email support@msnmanagement.com with your name, the engagement reference (if any), and the reason for your request. We aim to acknowledge all requests within 2 business days.
7. How refunds are processed
Approved refunds are issued using the original payment method wherever possible, via our payment provider (Revolut). Refunds are typically processed within 5–10 business days of approval; the time for funds to appear on your statement depends on your payment provider or bank. Refunds are made in the original currency of payment (US dollars, USD, unless otherwise agreed).
8. Chargebacks & disputes
If you believe a charge is incorrect, we ask that you contact us first so we can resolve the matter quickly and fairly. We are committed to fair dealing and will work in good faith to address any genuine billing concern.
9. Changes to this policy
We may update this policy from time to time. The version published on this page at the time of your purchase or engagement applies. Material changes will be reflected in the "Last updated" date above.
10. Contact
Questions about this policy can be sent to support@msnmanagement.com or by post to Percentagem Envolvente LDA, Rua Arieiro 12, 2460-821 Montes, Alcobaça, Leiria, Portugal.