Refund Policy

1. Scope of Services

This policy applies to all AI consulting, audit, and implementation services provided, including:

Business Intelligence Audit
AI system design and implementation
Lead nurturing and automation setup
Appointment booking systems
Ongoing optimisation and support

2. Nature of Services

All services provided are professional services, not physical goods.

Outcomes depend on multiple external factors including:

Client responsiveness
Existing systems and data quality
Market conditions
Sales processes within the clinic

As such, results are not guaranteed, and fees are based on work performed, not outcomes achieved.

3. Audit and Strategy Phase

Fees paid for:

Audits
Strategy Sessions
Reports

are non-refundable once delivered, as these constitute completed professional services.

If a session is cancelled with at least 24 hours’ notice, it may be rescheduled.

4. Implementation Services

For implementation work:

Once work has commenced, fees become non-refundable, except where required by law
If a client cancels mid-project, any refund is limited to:
- Work not yet performed
- At the sole discretion of the provider

Where possible, work will be structured in phases or milestones, and each completed phase is considered non-refundableare non-refundable once delivered, as these constitute completed professional services.

If a session is cancelled with at least 24 hours’ notice, it may be rescheduled.

5. Performance Issues

If services are not delivered:

With reasonable care and skill
In line with what was agreed

The client may request:

A repeat performance, or
A partial refund reflecting the portion not delivered

This will be assessed based on:

Scope of work agreed
Evidence of delivery
Communication records

6. Client Responsibilities

Refund eligibility may be affected if the client:

Fails to provide required access, information, or approvals
Does not engage with implementation steps
Does not use or implement delivered systems

Delays or performance issues caused by the above do not constitute grounds for a refund.

7. Ongoing Services / Retainers

For ongoing optimisation or support:

Services are billed on a recurring basis
Clients may cancel with 14 days’ written notice
No refunds are provided for:
- Time already elapsed in the billing period

8. Exceptional Circumstances

Refunds outside this policy may be considered at discretion where:

There has been a clear failure to deliver agreed services
There are extenuating circumstance

9. Contact

All refund requests must be submitted in writing, including:

Description of the issue
Relevant timelines
Supporting evidence

Catalyze Digital is a full-service digital consulting agency that helps great companies grow their revenue online.

You can reach us at [email protected] or click the link below.