Refunds & cancellation
Cancel before substantive Diagnostic work begins for a full refund. Once substantive Diagnostic analysis begins, the Diagnostic fee is generally non-refundable. If something goes wrong with the quality or delivery of our work, we want to know and will review the situation fairly.
Clear before purchase. Excellent during delivery. Fair after purchase. No surprises. We should never make money by trapping an unhappy customer, and we should not perform substantial professional work and then refund the whole fee because someone changed their mind. This page is the fair middle, written plainly.
The Snapshot is free, so there is nothing to refund. It still follows the same fairness, privacy, data handling, AI transparency, accuracy and evidence-confidence standards as paid work.
If a paid Snapshot or paid Snapshot tier is ever introduced: refund policy review required before enabling production checkout.
Cancel before substantive Diagnostic work begins for a full refund. Once substantive Diagnostic analysis begins, the fee is generally non-refundable — but if something goes wrong with the quality or delivery of our work, we want to know and will review the situation fairly.
Pulse runs on an initial term of 3 months, month-to-month thereafter, with 30 days' notice. Cancelling stops future billing; properly delivered prior months are not automatically refunded.
No annual commitment, early termination fee, notice period beyond the approved terms, proration rule or penalty may be invented without legal approval.
Product-specific refund and cancellation terms are being finalised. The Diagnostic policy is not simply copied across, because the service structure is different.
OUTCOME REVIEW REFUND TERMS — LEGAL REVIEW REQUIRED before publishing product-specific terms.
Your refund window closes at one recorded milestone: Diagnostic work started — Substantive analysis of the customer's evidence begins. This is the refund commitment point. Everything before it is preparation, and you can cancel.
Payment received. Substantive Diagnostic work has not begun.
Agreement version and acceptance timestamp recorded.
Structured intake completed. Still not substantive analysis.
Evidence uploaded to access-controlled storage.
Can the Diagnostic responsibly proceed on this evidence?
Queued. Cancellation is still available at this point.
Substantive analysis of the customer's evidence begins. This is the refund commitment point.
Journey mapping, Clarity Lens™ assessment, prioritization, measurement plan.
Qualified human expert review before any delivery.
Deliverable checked against the promised scope and quality standard.
Diagnostic delivered with delivery record retained.
"Generally non-refundable after substantive work begins" protects Clarity Harbor when the promised professional service was performed well and the customer simply changed their mind. It must never be used to avoid accountability for deficient work, material error, missing deliverables, billing mistakes or failure to perform the contracted service.
Tell us and we start a Customer Care Review. It is asynchronous by default — you do not have to get on a call to be taken seriously.
Step 1. Listen
Ask asynchronously: "What didn't meet your expectations?" Make it easy to explain in their own words. No forced meeting, no requirement to talk to Kirsten. A live conversation is offered only when the customer prefers one or when it would materially improve resolution.
Step 2. Classify the concern
Record one or more classifications from the concern taxonomy. Classification drives routing, not the desired outcome.
Step 3. Internal quality review
Compare the delivered work against the agreement, the product page at time of purchase, the promised deliverables, the approved sample Diagnostic, the Clarity Harbor Method™, the Clarity Lens™, the evidence submitted, the quality standard and the human-review requirement.
Step 4. Correct Clarity Harbor errors
Where Clarity Harbor materially failed, make it right through correction, re-analysis, additional expert review, replacement of a missing deliverable — and, where appropriate, a partial or full refund.
Step 5. Distinguish disagreement from poor quality
Disagreement is not defect. Explain the reasoning, show the evidence, acknowledge uncertainty, invite additional evidence, and reconsider only when new or previously misunderstood evidence warrants it. Never manufacture a more favourable conclusion.
Step 6. Value recovery
Work can satisfy scope and still fail to create value. Determine a bounded additional action that makes the Diagnostic genuinely useful — never unlimited revisions, consulting, meetings or email support.
Step 7. Refund exception review
If reasonable service recovery does not resolve a legitimate material concern, route to Refund Exception Review with a human decision.
Value recovery, kept bounded. Where the work met its scope but did not land usefully, we may clarify recommendations, strengthen prioritization, correct unclear analysis, limited re-review, improve the 30-day action plan, clarify the success hypothesis, explain an important finding more clearly, correct evidence interpretation. What this never becomes: no unlimited revisions, no unlimited consulting, no unlimited meetings, no unlimited email support.
Customer happiness does not mean customer agreement. Clarity Harbor never changes an evidence-supported finding because the customer dislikes the conclusion. If the evidence supports an uncomfortable conclusion, we will explain the reasoning and show the evidence — and we will reconsider if you have evidence we did not see. We will not manufacture a more comfortable conclusion.
A confirmed billing error is not an ordinary refund dispute. Do not make a customer fight Clarity Harbor to correct an obvious billing mistake. That covers duplicate charge, incorrect amount, billing-system error, unauthorized internal duplicate transaction, other confirmed clarity harbor billing mistake. Email us, we verify against the payment record, correct it promptly and confirm in writing.
One email. No form to hunt for, no retention call, no requirement to explain yourself at length. Tell us what you would like to happen and, if something disappointed you, what did not meet your expectations.
hello@joinclarityharbor.comWhere a customer has signed a specific agreement with Clarity Harbor, that agreement governs. Related documents are published in the legal registry.
