Refund and Cancellation Policy

This policy forms part of our Terms of Service. Where an engagement letter states different terms, the engagement letter applies. All amounts are in United States dollars.

1. The principle behind this policy

We are paid for work performed and for capacity reserved. When you sign, we block time in a schedule and decline other work to hold it. That is why cancellation charges exist. Equally, we do not want to keep money for work we have not done or for an engagement that has clearly stopped being useful, which is why the terms below are specific rather than discretionary.

2. Fixed-fee engagements

This covers the Operations Diagnostic, the Operating System Build, the Growth Diagnostic and Positioning Sprint, and the Funnel Rebuild. Fixed-fee engagements are invoiced fifty percent on signature and fifty percent at handover.

2.1 Cancelling before work starts

• More than fourteen days before the scheduled kickoff date: full refund of the deposit, less any third-party costs already committed on your instruction.
• Seven to fourteen days before kickoff: fifty percent of the deposit refunded. The remainder covers the reserved capacity we can no longer fill.
• Fewer than seven days before kickoff: the deposit is not refundable, but it may be applied in full to a rescheduled start date within the following six months.

2.2 Cancelling after work starts

You may end a fixed-fee engagement at any point by written notice. We will invoice for work performed up to the date of notice, calculated against the stages set out in the engagement letter, plus any third-party costs committed on your instruction. If the deposit exceeds that amount, the difference is refunded to you within fourteen days. If it does not, the balance is invoiced and payable within fourteen days.

You keep every deliverable completed and paid for at the point of cancellation, under the intellectual property terms in section 7 of the Terms of Service.

2.3 The diagnostic satisfaction term

This applies to the Operations Diagnostic and the Growth Diagnostic and Positioning Sprint, and to nothing else.

If, at the findings session, you conclude that the diagnostic told you nothing you did not already know, tell us in writing within seven days of that session. We will refund the full fee. You keep the findings document. We do not ask you to justify the decision or negotiate it, and we will not ask you to remove the deliverable.

We can offer that because a diagnostic that surfaces nothing new is a diagnostic we should not have sold. It is claimable once per client and is not available where the engagement was cut short because agreed interviews or data were not provided.

3. Monthly engagements

This covers operating partnerships (Advisory, Operating Partner, Embedded) and growth retainers (Channel Focus, Full Funnel, Growth Command). These are invoiced in advance on the first working day of each month and carry a six month minimum term.

• Paid months are not refundable once the month has begun, because the capacity for that month has been reserved and the work is delivered continuously rather than on completion.
• The six month minimum stands unless we agree otherwise in writing. If you end the engagement inside it, the remaining months of the minimum term become payable.
• After the minimum term, thirty days written notice ends the engagement at the close of the following calendar month. No further invoices are raised after that.
• Pausing is available once per twelve month period for up to two months, agreed in writing at least thirty days ahead. No fees are charged during a pause and the minimum term extends by the length of the pause.

If we fail to deliver an agreed element of a monthly engagement in a given month, for example a session we cancelled and did not reschedule within that month, we will credit a proportionate amount against the following month's invoice without you having to ask.

4. Trading mentorship programmes

This covers the group cohort, one to one mentorship and the sixteen week intensive.

• Before the first session: cancel in writing at any time before your first session and receive a full refund.
• Group cohort and one to one, after the first session: the current month is not refundable. Cancel in writing at any time to stop the next month, with no notice period and no minimum term.
• Sixteen week intensive, within the first two weeks: written notice inside fourteen days of the first session gives a refund of seventy five percent of the fee. The retained quarter covers the assessment, the risk framework built for you and the sessions delivered.
• Sixteen week intensive, after two weeks: the fee is not refundable, because the programme is built around a reserved schedule and materials prepared specifically for you. Remaining sessions may be deferred once, by up to three months, on written request.

No refund is ever conditional on your trading results, and no refund is offered on the basis of them, in either direction. The programme is education, as set out in section 12 of the Terms of Service.

5. What is never refundable

• Third-party costs already incurred or committed on your instruction, including advertising spend, software subscriptions, and booked travel and accommodation.
• Fees for work already performed and accepted.
• Any amount where the engagement ended because of a material breach by you that was not remedied within fourteen days of written notice.

6. If we cancel

If we end an engagement for any reason other than your material breach or non-payment, we will refund all fees paid for work not yet performed, within fourteen days, and we will hand over everything completed to that date in editable form at no charge. If we cannot continue for reasons of capacity or conflict of interest, we will say so as early as we know and help you find a replacement.

7. How refunds are paid

Refunds are made to the original payment method and in the original currency, within fourteen days of the refund being agreed. Bank charges and any currency movement between payment and refund are outside our control and are not compensated. If the original method is no longer available, we will pay by bank transfer to an account in the payer's name.

8. Disputes about an invoice

If you disagree with an invoice, tell us within fourteen days of receiving it, in writing, stating what you believe is wrong. We will not treat a disputed amount as overdue while it is genuinely being discussed, and we will not suspend work over it during that period. Undisputed amounts on the same invoice remain payable on the normal terms.

9. How to make a request

Send cancellation notices and refund requests to hello@zzkeyslimited.com, stating the engagement, the date and what you are asking for. We acknowledge within one working day and give a decision within five working days. If a refund is due, it is paid within fourteen days of that decision.

10. Contact

ZZ Keys Limited
Unit E01, 10/F, Wong King Industrial Building
2-4 Tai Yau Street, San Po Kong, Hong Kong
Email: hello@zzkeyslimited.com
Telephone: +1 (831) 308-5159
Business Registration Number: 79310020

11. A note on legal review

This policy describes our commercial practice in plain language. It is not a substitute for advice from a qualified Hong Kong legal adviser and should be reviewed by one before being relied on in a dispute.