Support channels
- Email support: rahul@scaleandclarity.com
- Booking support: Calendly scheduling page
- Response target: within two business days for active clients
- Written support is handled by email for accurate project context and billing records
Customer support
Clear support terms before a project starts.
Consulting work moves faster when expectations are written down. These terms explain response times, cancellations, refunds, and billing disputes for audits, retainers, and hourly work.
Cancellation policy
- Discovery sessions: reschedule with 24 hours notice.
- Fixed-fee projects: cancel before kickoff for unused-fee refund, minus payment processing charges.
- Monthly retainers: cancel before the next billing date.
- Hourly bookings: less than 24 hours notice may be charged for the scheduled time.
Refund policy
- Before kickoff: 100% of unused consulting fees are refundable, minus payment processing charges.
- Within seven days after kickoff: up to 50% of the fixed project fee may be refunded if no final deliverables have been issued.
- After final delivery: fees are not refundable except for agreed billing errors or undelivered prepaid work.
- Retainers: not prorated once a billing period starts unless agreed in writing.
Billing disputes
Billing questions should be emailed within seven days of invoice receipt. Include the invoice number, payment date, amount, and a short description of the issue so it can be reviewed quickly.