Refund & Cancellation Policy

Last Updated: 15 January 2026

At Luno Research & Glossary Library, our professional services encompass bespoke commissioned research dossiers, key custody reviews, and technical masterclasses. This Refund & Cancellation Policy outlines the rights and financial obligations of clients when commissioning research or booking scheduled seminars.

1. Commissioned Research Briefings & Dossiers

Because custom research dossiers involve substantial allocation of senior researcher hours, data gathering, and cryptographic analysis immediately upon contract signing, the following terms apply:

• Initial Commitment Deposit (50%): The initial 50% deposit secures researcher calendar allocation and is non-refundable once preliminary research scoping has commenced (typically within 24 hours of agreement execution).
• Cancellation Prior to Research Kickoff: If a client cancels in writing prior to the kickoff intake meeting and before analytical research begins, a full refund (100%) of the deposit will be issued, less any direct banking wire transfer fees.
• Cancellation During Active Research: If cancellation occurs after the intake meeting but prior to delivery of the draft dossier, the initial 50% deposit will be retained to cover researcher time expended, and no secondary milestone balance will be invoiced.
• Completed Deliverables: Once the final written research dossier has been transmitted to the client, fees are non-refundable, as intellectual property and deliverables have been transferred in full.

2. Technical Masterclasses & Team Workshops

For half-day and full-day technical seminars:

• Cancellation More than 14 Days Prior: Clients who cancel scheduled workshops with at least 14 calendar days’ written notice are eligible for a 100% refund of workshop fees or cost-free rescheduling.
• Cancellation 7 to 13 Days Prior: Eligible for a 50% refund, or the client may apply 100% of the paid fee toward a rescheduled workshop date within 6 months.
• Cancellation Less than 7 Days / No-Shows: Non-refundable due to dedicated instructor scheduling and reserved facility arrangements. Rescheduling may incur a 20% re-booking surcharge.
• Severe Weather / Force Majeure: In the event of documented travel disruptions or regional power interruptions in South Africa, seminars will be rescheduled to a mutually agreeable date at zero additional fee.

3. Non-Refundable Items & Disqualifying Conditions

The following items and circumstances are non-refundable under all conditions:

• Completed research briefs, deliverable PDFs, and architectural schematics.
• Specialized third-party telemetry data access feeds or hardware acquired exclusively for a specific client scope.
• Incurred travel and accommodation expenses for on-site seminars outside Port Elizabeth that cannot be refunded by airlines or hotels.

4. Refund Request Procedure & Timelines

To request a cancellation or refund:

1. Written Notification: Submit a formal cancellation notice by email to contact@focusprismbase.click with your project reference number and invoice details.
2. Review & Assessment: Our administrative desk will review the milestone status and calculate any applicable refund amount within 3 business days.
3. Processing & Settlement: Approved refunds will be processed within 7 to 10 business days via the original payment method (electronic funds transfer / bank wire).

5. Dispute Resolution & Inquiries

We are committed to fair and transparent client relationships. If you have questions regarding an invoice or wish to discuss milestone adjustments, please contact our director:

Luno Research & Glossary Library
Office 9, 45 Placeholder Road, Port Elizabeth 0000, South Africa
Direct Telephone: +27 41 000 6520
Email: contact@focusprismbase.click