Fair terms
Cancellations, rescheduling and refunds
Consultation time can be moved; completed research cannot be returned. These rules explain the line between them.
Last updated: 15 August 2026
Before work begins
If you cancel before a preparation call or research has started, we refund the full amount paid. To request cancellation, email info@digitalworkbase.digital with your name and booked service.
For services booked entirely at a distance, mandatory consumer withdrawal rights apply where applicable. If you expressly ask us to begin during a withdrawal period, you may owe a proportionate amount for work completed before withdrawal. The right may expire once a service is fully performed after the legally required consent and acknowledgement.
After research begins
Our advice involves reserved appointment time and preparation specific to your household. Once research starts, a refund deducts the value of documented work already completed at the agreed service rate. The unused balance is returned. A completed consultation and delivered written brief are non-refundable unless the service was materially defective and we cannot reasonably correct it.
Third-party costs or travel purchased with your prior approval are non-refundable where the supplier does not return them. Standard consultations do not include purchased materials.
Rescheduling
You may move a call once without charge by giving at least 24 hours’ notice. Later changes may incur a €45 rebooking fee because the time can rarely be reassigned. We waive that fee for a documented emergency when reasonable.
If Digitalworkbase must cancel, you may choose the next suitable appointment or a full refund for the undelivered part.
No-shows and late arrival
If you do not attend and provide no notice, the reserved session fee is not refunded. We wait 15 minutes and use the remaining booked time if you arrive late; the end time normally stays unchanged. Contact us promptly if technical failure prevents attendance so we can assess a fair reschedule.
Deposits and scope changes
Where a custom engagement requires a deposit, the proposal states its amount and the point at which research begins. Before that point it is refundable. Afterward, completed work and approved non-recoverable costs are deducted.
If information supplied after booking materially expands the agreed locations or household questions, we offer a revised scope. You may decline it and receive any unused balance rather than proceeding.
How refunds are processed
Send the request within 14 days of cancellation or the issue becoming apparent. Include the invoice number, service and reason. We acknowledge requests within two working days and normally decide them within five working days.
Approved refunds are sent to the original payment method within 10 working days after the decision. Bank processing may take additional time. We do not issue cash refunds for electronic payments.
Concerns about quality
Tell us what was missing or inaccurate and give us a reasonable opportunity to correct the research or written brief. Nothing on this page limits statutory rights for defective services or other rights that cannot be waived under German law.