Legal

Refund Policy

Last updated: January 15, 2025

1. Overview

Zoltrava LLC ("Zoltrava," "we," "us," or "our") is committed to delivering exceptional value in every consulting engagement. We understand that our clients invest significantly in our services, and we take that responsibility seriously. This Refund Policy outlines the conditions under which refunds may be issued, the process for requesting a refund, and the limitations that apply to refund requests for our operational consulting services.

Because our services are custom-designed, labor-intensive, and highly tailored to each client's operational environment, we encourage prospective clients to engage in a thorough discovery conversation before committing to any engagement. This ensures alignment on expectations, scope, and deliverables before work begins.

2. Pre-Engagement Cancellation

If you have signed a Statement of Work (SOW) or proposal but wish to cancel before any work has commenced, you may do so by providing written notice to Zoltrava within seven (7) calendar days of signing. In this case, you will receive a full refund of any fees paid, less any non-refundable administrative processing fees explicitly stated in the SOW. Administrative processing fees, where applicable, cover costs associated with engagement setup, scheduling, resource allocation, and preliminary research conducted prior to formal kickoff.

Cancellations requested after the seven-day window but before the formal kickoff date will be evaluated on a case-by-case basis. Zoltrava may, at its discretion, offer a partial refund reflecting any costs already incurred in preparation for the engagement, including time spent on preliminary research, team allocation, tool procurement, and scheduling coordination.

3. In-Progress Engagements

Once work has commenced on a consulting engagement, refunds are generally not available for services already rendered. Our consulting services involve substantial intellectual effort, proprietary methodology application, team coordination, and custom deliverable creation that cannot be "returned" in the way a physical product can. The value of consulting services is inherent in the expertise, analysis, and deliverables provided, regardless of how the client ultimately chooses to implement our recommendations.

If you wish to discontinue an in-progress engagement, you may terminate the SOW in accordance with the termination provisions outlined in our Terms of Service, which generally require thirty (30) calendar days written notice. Upon termination, you will be responsible for payment of all services rendered through the effective termination date. Any prepaid fees for services not yet rendered after the termination date will be refunded on a prorated basis within thirty (30) business days.

4. Dissatisfaction with Deliverables

We stand behind the quality of our work and are committed to client satisfaction. If you are dissatisfied with specific deliverables, we ask that you first raise your concerns directly with your engagement lead within fourteen (14) calendar days of receiving the deliverable in question. Zoltrava will work diligently to understand the nature of your dissatisfaction and, where reasonable, will revise, supplement, or rework the deliverable at no additional charge.

Our revision process includes a structured review meeting to align on specific areas of concern, a clear action plan with defined deliverables and timeline, and one complete round of revisions addressing the identified issues. If after good-faith revision efforts you remain unsatisfied, Zoltrava will engage in mediation as outlined in our Terms of Service to reach a fair resolution. Refunds for dissatisfaction are not automatically granted but may be considered as part of the dispute resolution process based on the specifics of the situation.

5. Executive Operations Training Sessions

Training sessions that are cancelled by the client with fewer than seven (7) calendar days notice before the scheduled date are non-refundable, as Zoltrava incurs costs related to facilitator preparation, material customization, venue coordination, and scheduling. Cancellations made seven (7) or more calendar days in advance are eligible for a full refund or rescheduling at no additional charge.

If Zoltrava cancels a training session for any reason, you will receive a full refund of all fees paid for that session, or may elect to reschedule at a mutually convenient date. In the event of a force majeure situation (natural disaster, pandemic restrictions, severe weather, or similar circumstances beyond either party's control), both parties will work together in good faith to reschedule the session at the earliest available date.

6. Ongoing Ops Advisory Subscriptions

Ongoing Ops Advisory services operate on a monthly retainer basis. You may cancel your advisory subscription at any time by providing thirty (30) calendar days written notice. Upon cancellation, services will continue through the end of the current paid period, and no prorated refunds will be issued for partial months. Any fees paid for future months beyond the cancellation effective date will be refunded in full within fifteen (15) business days.

If you have prepaid for multiple months of advisory services at a discounted rate and wish to cancel before the prepaid period expires, the discount will be recalculated based on the actual number of months utilized at the standard monthly rate, and any remaining balance will be refunded accordingly. This ensures fair treatment for both parties while respecting the discounted pricing structure.

7. Force Majeure

Neither party shall be liable for failure to perform its obligations under any engagement if such failure results from circumstances beyond that party's reasonable control, including but not limited to acts of God, natural disasters, pandemic or epidemic, government restrictions, war, terrorism, civil disturbance, power failures, internet outages, or other force majeure events. In such cases, the affected party shall promptly notify the other party and both parties shall work together to determine an appropriate course of action, which may include rescheduling, scope modification, or refund.

8. Refund Process

To request a refund, please contact us in writing at the email address provided below, including your full name, company name, engagement reference number or SOW identifier, the specific service for which you are requesting a refund, the amount of the refund requested, and a detailed explanation of the reason for your request. We will acknowledge receipt of your request within three (3) business days and provide a determination within fifteen (15) business days of receipt.

Approved refunds will be processed using the original payment method. Please allow up to thirty (30) business days for the refund to appear on your statement, depending on your financial institution's processing timeline. Zoltrava reserves the right to issue refunds via company check if the original payment method is no longer available or if the refund amount exceeds certain processing thresholds.

9. Exceptions and Special Circumstances

Zoltrava recognizes that unique circumstances may arise that are not explicitly covered by this policy. In such cases, we are committed to working with you in good faith to reach a fair and reasonable resolution. We evaluate each situation based on the totality of the circumstances, the stage of the engagement, the nature and extent of work completed, and the specific concerns raised by the client.

This Refund Policy does not affect any rights you may have under applicable consumer protection laws in your jurisdiction. To the extent any provision of this policy conflicts with mandatory applicable law, the applicable law shall prevail.

10. Amendments

Zoltrava reserves the right to modify this Refund Policy at any time. Changes will be effective upon posting the updated policy on our website with a revised "Last Updated" date. Engagements entered into prior to any policy change will be governed by the version of this policy in effect at the time the SOW was executed, unless both parties agree in writing to apply the updated terms.