Refunds and cancelled visits

This page applies to mapping visits, intake reviews, referral studies, and callback reviews booked with Web Flow Base. It does not describe shop goods, subscriptions, or posted products, because we do not sell those.

Who may ask

The organisation named on the quote may ask for a refund or a change of dates. Write to hello@webflowbase.digital or telephone +61 3 5550 2180 and name the visit week.

Before anyone sits at a tray

If you cancel more than ten days before the first agreed visit day, visit fees already paid are returned in full. A deposit that was used to buy travel is treated separately: unused tickets we can cancel are refunded; fares we cannot recover are not.

If you cancel inside ten days, we keep the equivalent of one visit day as a late-cancellation charge and return the rest of the unused visit fees. Travel already purchased follows the same rule as above.

After observation has begun

Days already sat on the floor are charged. Remaining booked days that we have not yet attended are not charged, unless we had already bought a non-refundable night of lodging for those days. A map that has been drawn in pencil on your wall stays with you; we do not charge extra to leave it. A cleaner copy is only produced if you still want the debrief and pay for the remaining drawing days.

No-shows

If we arrive at the agreed hour and the registry cannot admit us, that day is charged as a visit day. We will wait a reasonable time and then leave a note. A second attempt is rebooked, not gifted.

Rescheduling

You may move a visit once, at no charge, if you give ten days’ notice and the new week is within three months. Further moves are treated as a cancellation and a new quote. We may move a visit if illness or a closed ferry makes the original day impossible; in that case you are not charged for the abandoned day.

Work already started, and materials

Pencil, paper, and the hours of drawing are our materials. If drawing has begun off-site after sampling, those drawing hours are payable even if you later stop the engagement. We will not invoice for maps we have not begun.

Deposits

Mainland and regional travel deposits are taken only to cover fares and lodging. They are not a penalty. What remains after tickets are settled is applied to the final invoice or returned.

How a refund is paid

Refunds go back by the same method as the original payment where we can, within fourteen working days of agreement. We do not refund in cash at the Collins Street desk.

Partial refunds

A partial refund is the unused visit days, minus any late-cancellation charge and any unrecoverable travel. You will receive a short account showing the arithmetic.

Exceptions

If we are materially late without cause, or if we cannot produce the map described in the quote, you may refuse the remaining days and receive those fees back. Disagreement with a finding on the map is not, by itself, a ground for a refund. The map describes what we saw.

Governing law is Tasmania, as on the terms page.