Refund & Cancellation Policy

Last updated: May 12, 2026  ·  Effective: May 12, 2026

1. Scope

This policy applies to consulting engagements contracted with HPS Holding LLC by clients in the United States. Where a signed engagement letter contains different terms, the engagement letter prevails. We do not sell products or downloadable goods through this website, so no consumer goods return policy applies.

2. Diagnostics (fixed fee, two weeks)

• Cancellation 10 or more business days before the start date: full refund of any deposit paid.
• Cancellation 5–9 business days before: 50% of the fee is retained to cover reserved consultant time.
• Cancellation fewer than 5 business days before, or after work has begun: the fee is payable in full; we will still deliver whatever analysis has been completed.
• Postponement: one postponement of up to 60 days is permitted at no charge if requested at least 5 business days before the start date.

3. Fixed-scope projects

• Projects are invoiced against milestones defined in the engagement letter.
• Either party may terminate with 15 business days’ written notice.
• On termination, completed milestones are payable in full and work in progress is charged pro rata against documented hours.
• Unearned prepaid amounts are refunded within 30 days of the final reconciliation.
• All deliverables produced up to the termination date are handed over on payment of amounts due.

4. Retained advisory

• Retainers are billed monthly in advance and run for the agreed minimum term.
• After the minimum term, either party may terminate with 30 days’ written notice.
• The month in which notice falls is payable in full; subsequent months are not billed.
• Unused consultant days do not roll over beyond one calendar month unless the engagement letter says otherwise.

5. Travel and disbursements

Pre-approved travel booked on your behalf is charged at cost. Where a cancellation makes travel non-refundable, the unrecoverable amount is invoiced with supporting receipts. We always book refundable or changeable fares where the price difference is reasonable.

6. Service quality concerns

If a deliverable does not meet the standard set out in the engagement letter, tell us in writing within 15 business days of receipt, describing the shortfall. We will:

1. acknowledge within 2 business days;
2. agree a remediation plan within 5 business days;
3. rework the deliverable at no additional charge.

If rework does not resolve the issue, we will refund the portion of the fee attributable to the affected deliverable. This is our standard remedy and, in our experience, it is used rarely — but it is written down so you can rely on it.

7. How refunds are paid

Approved refunds are issued by the original payment method, or by ACH transfer where the original method is unavailable, within 30 calendar days of written approval. We do not charge processing fees on refunds.

8. Non-refundable items

• Third-party data or subscription costs already incurred on your instruction.
• Non-recoverable travel expenses documented above.
• Work delivered and accepted without a written quality concern raised in the 15-business-day window.

9. Disputes

Raise any billing dispute in writing to contact@su.hpsholding.com within 30 days of the invoice date. Undisputed portions remain payable on the original terms. If we cannot resolve a dispute within 30 days, the escalation and governing-law provisions of our Terms of Service apply.

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Questions about this document

Write to contact@su.hpsholding.com, call +1 (718) 462-8415, or post to HPS Holding LLC, 375 Embarcadero, Hartford, Connecticut 06132, USA, marked for the attention of the Privacy Contact.