1. Scope of this Policy
1.1 This Policy explains how cancellations, rescheduling and refunds work for services purchased from Mara Studio LLC, an Illinois limited liability company ("Mara Studio", "we", "us" or "our"), which operates publicly under the brand name Systems Curator.
1.2 It forms part of our Terms of Use, published at https://helenalemayo.com and https://www.systemscurator.com, and should be read with them.
1.3 This Policy applies in full to one time paid appointments booked and paid for through our Website. It applies to projects, retainers and other engagements only to the extent that the applicable proposal, statement of work or client agreement does not deal with the point. Section 5 explains this.
1.4 In this Policy, "Paid Appointment" means a one time consultation, session or other appointment purchased and scheduled through our Website. "Client Agreement" means a proposal, statement of work, engagement letter or other written agreement for advisory services.
2. Cancelling a Paid Appointment
2.1 You may cancel a Paid Appointment and receive a full refund of the fee paid, provided we receive your cancellation at least forty eight hours before the scheduled start time of the appointment.
2.2 A cancellation received less than forty eight hours before the scheduled start time is not refundable.
2.3 An appointment that you do not attend is not refundable. If you have not joined within fifteen minutes of the scheduled start time and have not contacted us, the appointment is treated as missed.
2.4 The forty eight hour period is calculated from the scheduled start time shown in your booking confirmation. It is your responsibility to check that the confirmed time and time zone are correct.
2.5 Appointment slots are limited and are held for you at the expense of other prospective bookings, and preparation for a session begins in advance. That is the reason for the notice period in this section.
3. Rescheduling
3.1 If you ask to reschedule at least forty eight hours before the scheduled start time, we will move your appointment to another available slot at no charge, subject to availability.
3.2 A request to reschedule made less than forty eight hours before the scheduled start time is treated as a late cancellation under clause 2.2. We may nevertheless offer a replacement slot as a courtesy where we can, and doing so on one occasion does not oblige us to do so again.
3.3 Where we agree to reschedule, the original fee is applied to the new appointment and the notice periods in this Policy then apply to the new date and time.
3.4 A rescheduled appointment should be taken within ninety days of the original date unless we agree otherwise in writing.
4. How to cancel or reschedule
4.1 You can cancel or reschedule using the links in your booking confirmation email, or by emailing hello@systemscurator.com.
4.2 A cancellation or rescheduling request takes effect when we receive it. If you email us, the time we receive the email is the relevant time, not the time you sent it. If you are close to the forty eight hour point, please use the links in your confirmation email, which record the time automatically.
4.3 We will confirm a cancellation or a rescheduling in writing. If you do not receive confirmation within one business day, please contact us so that the position can be checked.
5. Projects, retainers and other engagements
5.1 Fixed scope projects, ongoing advisory support, fractional operational support and any engagement that involves advance preparation are governed by the applicable Client Agreement. The Client Agreement sets the fees, the payment schedule, the notice required to terminate, the treatment of deposits and prepaid amounts, and the treatment of work already performed.
5.2 Where a Client Agreement addresses cancellation, termination or refunds, its terms prevail over sections 2 and 3 of this Policy for that engagement.
5.3 Where a Client Agreement is silent, the position is as follows. Fees for work already performed and for expenses already properly incurred or committed are not refundable. Any prepaid amount attributable to work not yet performed will be refunded, less those amounts, within thirty days of termination taking effect.
5.4 Deposits, retainers and onboarding fees secure our availability and cover work that begins immediately. Unless the Client Agreement says otherwise, they are not refundable once the engagement has commenced.
5.5 Deliverables are customized for the client and are delivered electronically or through an access controlled document sharing service. Delivery dates, scope, revision rights and acceptance requirements are those stated in the applicable Client Agreement. A request for a refund on the basis that a Deliverable is not acceptable is dealt with under the acceptance and revision provisions of that Client Agreement, not under this Policy.
6. When we cancel or reschedule
6.1 If we cancel a Paid Appointment or reschedule it and cannot offer you an alternative time that works for you, you may choose either a replacement appointment or a full refund of the fee for that appointment.
6.2 If we decline an engagement or a booking after payment has been taken, for example because of a conflict of interest or because the work is outside our competence, we will refund the amount paid in full.
6.3 If an event beyond our reasonable control prevents an appointment from going ahead, we will offer a replacement appointment or, if you prefer, a refund of the fee for that appointment.
6.4 Except as set out in this section and in our Terms of Use, a cancellation by us does not give rise to any further liability. Section 22 of our Terms of Use limits our liability generally.
7. How refunds are made
7.1 Refunds are made to the original payment method through our payment processor, Stripe. We cannot refund to a different card, account or person.
7.2 We will process an approved refund within five business days of approving it. The time it then takes to appear on your statement depends on your bank or card issuer and is outside our control. It is commonly between five and ten business days.
7.3 Refunds are made in the currency of the original payment. We are not responsible for a shortfall caused by an exchange rate movement, a currency conversion charge applied by your bank or card issuer, or a cross border fee.
7.4 Where a payment processing fee is not returned to us by the payment processor on a refund, we will still refund the full amount you paid for a refund made under section 2.1 or section 6.
7.5 We do not issue refunds in cash, by cheque or in the form of credit unless we and you expressly agree otherwise in writing.
8. Free resources
8.1 Free guides, checklists, templates and interactive tools published on the Website are provided at no charge. Nothing is payable for them and no refund arises.
8.2 You can unsubscribe at any time from any email list you joined in order to receive a free resource, by using the unsubscribe link in the email or by writing to hello@systemscurator.com.
9. Complaints, disputes and chargebacks
9.1 If you are unhappy with a service you have paid for, please tell us first. Email hello@systemscurator.com with the booking or invoice reference and a description of the problem. We will acknowledge your message within five business days and will work with you in good faith to resolve it.
9.2 Please raise a concern with us before initiating a chargeback or payment dispute with your bank or card issuer. A chargeback raised without first contacting us prevents us from resolving the matter directly and generates cost for both of us.
9.3 Where a chargeback is raised, we will provide the payment processor with the booking record, this Policy, our Terms of Use and the correspondence relevant to the transaction.
9.4 If a chargeback is resolved in our favour, or if it is later withdrawn, any amount properly due to us remains payable. Nothing in this section affects any right you have under the law that applies to you, including any right you have against your card issuer.
9.5 Section 24 of our Terms of Use sets out the informal resolution process, the governing law and the forum for any dispute that is not resolved.
10. Changes to this Policy and contact
10.1 We may update this Policy. The version in force at the time of your booking is the version that applies to that booking, and we will not apply a change retrospectively to a booking already made.
10.2 The current version is always published on the Website and the effective date at the top shows when it last changed.
10.3 You can contact us as follows.
Legal entity: Mara Studio LLC, an Illinois limited liability company, operating publicly under the brand name Systems Curator. An application to register Systems Curator as an assumed name under section 1-20 of the Illinois Limited Liability Company Act, 805 ILCS 180, has been submitted and is pending.
Email: hello@systemscurator.com
Websites: https://helenalemayo.com