Fees, cancellation, and unused work
These rules apply to reporting engagements, visual packs, monthly briefings, and channel reviews. They do not describe goods in the post or a shop return.
Eligibility
Money may be returned when work has not started, when we cancel a sitting we cannot cover, or when a deposit remains after a lawful cancellation. Money is not returned for a pack already delivered, for a sitting you attended, or for a month of a retainer that has already run.
Timeframe
Write to hello@switchmatrixbase.digital as soon as you need to cancel or reschedule. We acknowledge within two working days. If a repayment is due, we instruct it within fourteen days of agreeing the amount.
Deposits
A Sales Intelligence Report requires a 40% deposit to reserve the analyst’s weeks. The deposit is credited against the final invoice. If you cancel more than ten working days before the agreed kickoff, the deposit is returned in full. If you cancel inside ten working days, we keep 30% of the deposit to cover intake already held and the diary we declined, and we return the rest.
Visual Sales Packs and channel reviews are payable on delivery unless the estimate says otherwise. No deposit applies to those unless we have already reserved a named briefing slot at your request.
Work already started
Once the extract has been opened and the quality-check note issued, the engagement has started. Cancellation then is billed for time already spent, at 180 GEL per hour, against the estimate, with a minimum of the lesser of that time or the full fee. We will send any unfinished pages we have already drawn; they are not a completed pack and carry no revision.
Monthly retainers
The monthly briefing has a three-month minimum. Fees for months already sat are not returned. After the minimum, either side may stop with one month’s written notice. If you pause because the extract will be recoded, we can freeze the retainer for up to six weeks once per year; longer pauses end the arrangement and a new start is quoted.
Rescheduling and no-shows
You may reschedule a briefing once, with at least three working days’ notice, at no charge. A second move, or notice inside three working days, may be billed 250 GEL for the lost room. If you miss a sitting without notice, the sitting is treated as delivered. We will still send the pack that was prepared for that hour.
If we must move a sitting, we offer a new date within ten working days. If we cannot, we return the fee for that sitting (or a pro-rata slice of a flagship report if the briefing cannot be replaced).
Printed packs and materials
Print is billed at cost. Printed sets already produced are not returnable. If you cancel before we send a file to print, you are not charged for print.
How repayment is made
We return funds by the same method you paid, in Georgian lari. Bank charges levied by your bank are yours. We do not return in cash at the office.
Exceptions that apply to this work
We do not sell physical products other than printed packs prepared for a sitting. We do not offer gift cards. We do not take payment for software access. Those models have no refund rule here because we do not offer them.
If Georgian mandatory law gives you a stronger right — for example as a consumer commissioning work outside your trade — that right prevails.
Who to write
Refund and cancellation requests: hello@switchmatrixbase.digital. Switchmatrixbase, Level 7, 58 Chavchavadze Avenue, Tbilisi 0179. Telephone +995 32 555 4270. Name the estimate or invoice in the subject line.