Refund & Cancellation Policy

1) Scope of this policy

AxenLab provides professional services such as workflow design, documentation, enablement materials, and implementation planning. This policy applies unless a separate written agreement specifies different terms.

2) Cancellations before work begins

If a cancellation request is received before any work begins, we will review whether any administrative time or reserved capacity has already been committed. Where appropriate, unused portions may be refundable based on the engagement context.

3) Cancellations after work begins

If work has started, refunds (if any) depend on the portion of deliverables already completed and time already allocated. We may provide partial deliverables and documentation to match completed work.

• Discovery sessions and analysis time are typically considered used once performed.
• Drafts, diagrams, and runbooks may count as delivered work even if final polish is pending.
• Reserved time slots may be treated as committed capacity.

4) Non-refundable items

The following are commonly non-refundable once delivered or performed:

• Completed discovery and mapping sessions.
• Delivered documentation packages (workflow maps, checklists, runbooks).
• Work that has been accepted or used by the client.

5) Rescheduling and pauses

If you need to reschedule sessions, contact us as soon as possible. Depending on timing, rescheduling may be available. If a project is paused, we may agree on revised timelines and scope boundaries in writing.

6) How to request a refund or cancellation

To request a cancellation or refund review, email us with:

• Your name and organization (if applicable).
• The email address used for the engagement.
• The engagement name or a brief description of the work.
• The reason for the request (optional but helpful).

We may ask for additional details to verify the request and to understand the portion of work completed.

7) Processing time

If a refund is approved, processing time can vary based on the payment method and administrative steps. We will confirm the status by email where contact details are available.

8) Disputes

If you believe there is an error or you want to dispute a decision, please contact us with the details. We aim to review disputes in good faith and provide a clear written explanation.

9) Contact details

AxenLab G.K.

• Address: 2-24-12 Shibuya, Shibuya-ku, Tokyo 150-0002, Japan
• Phone: +81 3-6416-2047
• Email: hello@axenlab.link
• Business ID: JP-AXL-2026-0214
• Working hours: Mon–Fri 10:00–19:00 (JST)

Effective date: 2026-02-14