Single consultation appointments
Cancel a Clarity Session or Settling-In Checkpoint at least 48 hours before its start for a full refund. With 24 to 48 hours’ notice, you may reschedule once without charge or request a 50% refund. Cancellations under 24 hours and no-shows are non-refundable because the preparation and appointment time have been reserved.
Arrival Plan packages
The usual 40% deposit reserves the engagement and covers the opening interview and initial research. Before work starts, the deposit is refundable. After the opening interview, completed work is deducted and any remaining balance is returned. Once the personal roadmap has been delivered, that portion of the fee is non-refundable, though we will correct work that does not match the written scope.
No refund is available for third-party costs or specially purchased materials that you approved in writing. We do not ordinarily buy materials for clients.
Rescheduling and our cancellations
Request a new date by emailing info@module-trackbase.digital. One timely reschedule is normally free; repeated changes may require a new booking. If we cancel and cannot offer a suitable replacement, we refund all fees for undelivered work.
How to request a refund
Email info@module-trackbase.digital with your name, service, appointment date and reason. Do not send bank-card details. We acknowledge requests within two business days and assess them against the timeline above and any mandatory consumer rights.
Approved refunds are sent to the original payment method within 10 business days; a bank or card provider may take longer to display them. Partial refunds include a short calculation of work already completed.
Statutory rights and exceptions
Nothing here limits mandatory German or EU consumer rights, including any applicable withdrawal right. If you expressly ask us to begin during a withdrawal period, you may owe a proportionate amount for work completed before withdrawal. Exceptional illness or emergency circumstances are reviewed reasonably on evidence that does not disclose more personal information than necessary.