Refunds & Cancellations

Last updated: 31 July 2026

Scope

This policy applies to consultation fees and deposits for Family Desktop Vault Overview sessions, Account Segmentation Mapping, Inheritance Record Packs, and Record Refresh Visits booked with Cognitive Neurons. It does not cover third-party solicitor fees, hardware purchases, or exchange charges.

Deposit

A deposit may be required to reserve a date. Deposits are credited toward the session fee.

Cancellation by you

• More than 7 days before the appointment: full refund of deposit and any prepaid fees.
• 3–7 days before: 50% of the deposit retained; remaining deposit refunded.
• Fewer than 3 days, or no-show: deposit non-refundable. Prepaid balances for work not started are refunded minus the deposit rule above.

Rescheduling

One complimentary reschedule with at least 3 days’ notice. Later or repeated reschedules may be treated as cancellations under the deposit rules.

Work already started

If a session has begun (intake completed and desk work underway) and you end early, fees for time already spent are due; unused prepaid amounts for unfinished deliverables may be partially refunded at our discretion after written review.

Inheritance Record Packs

• Before drafting starts: full refund of pack fees paid, subject to deposit rules if a linked session was reserved.
• After first draft delivered: no full refund; partial credit toward revision rounds may be offered if we materially missed the agreed scope.
• After final PDF issued: non-refundable.

Materials

Printed copies already produced are non-refundable once delivered. Digital files remain yours; refunds do not require you to destroy copies, but we stop further revision work.

Refund method and timing

Approved refunds are returned by bank transfer to the original payer within 14 business days of approval. Processing times at your bank may add delay.

How to request

Email contact@cognitiveneurons.digital with your name, booking date, and reason. Phone +852 2751 3333 for urgent same-week cancellations; follow with email for the record.

Exceptions

Force majeure (severe weather warnings that close Kowloon Bay offices, sudden hospitalisation) may allow full deposit refund or free reschedule when documented promptly. Disputes about document quality are reviewed against the written scope; investment or market outcomes are never grounds for refund.