Refund Policy

Last updated: 1 August 2025

This Refund Policy applies to consulting engagements booked with Acacia Field Consulting. It covers cancellations, rescheduling, deposits, and refund eligibility for our hospitality performance consulting services.

1. Scope

This policy applies to paid consultations including Hospitality Performance Reviews, Menu Costing Sessions, and Staff Roster Reviews. It does not apply to third-party expenses such as travel or accommodation arranged for regional engagements.

2. Deposits

A 50% deposit is required to confirm engagement dates. Deposits are non-refundable if you cancel within fourteen days of the scheduled on-site start date, except where cancellation is due to circumstances beyond your reasonable control and we can rebook the slot.

3. Cancellation by client

More than fourteen days before on-site start: Full refund of any amounts paid, minus a $150 administration fee.

Seven to fourteen days before on-site start: 50% refund of amounts paid beyond the non-refundable deposit portion, or credit toward a rescheduled engagement within six months.

Less than seven days before on-site start: No refund. A one-time reschedule is offered if we can fill the original dates.

4. Cancellation by Acacia Field Consulting

If we cancel an engagement, you receive a full refund of all amounts paid for that engagement, or the option to reschedule at no additional cost.

5. Rescheduling

One free reschedule is permitted if requested at least seven days before the original on-site date. Additional reschedules or requests within seven days may incur a $250 rebooking fee.

6. No-shows

If our consultant arrives on-site and access to the venue or key personnel is unavailable without prior notice, the day is charged in full and no refund is issued for that visit.

7. Partial refunds during active engagements

If you terminate an engagement after on-site work has begun but before final deliverables are complete, you are charged for days already worked at the agreed daily rate, plus any non-recoverable travel costs. Any remaining balance is refunded.

8. Deliverables

Written reports are delivered within ten business days of the final on-site visit unless otherwise stated in your engagement letter. If we fail to deliver within twenty business days without agreed extension, you may request a 10% fee reduction.

9. Satisfaction

We aim for practical, actionable recommendations. If you believe deliverables do not match the agreed scope, notify us within fourteen days of receipt. We will review the concern and, where scope was not met, offer a revision at no charge or a partial refund proportional to the shortfall.

10. Non-refundable items

The following are non-refundable once incurred:

• Travel and accommodation booked for regional engagements
• Third-party data or software licences purchased specifically for your project with your approval
• Menu Costing Sessions completed on the scheduled day

11. Refund processing

Approved refunds are processed within fourteen business days to the original payment method. Bank transfers may take additional time depending on your financial institution.

12. Contact for refund requests

Email info@toolkitacaciafield.click with your engagement reference, dates, and reason for the request. Include “Refund Request” in the subject line. Phone: +61 7 0000 2180.

13. Governing law

This policy is governed by the laws of Queensland, Australia.