Fulfillment, Refund & Cancellation Policy

1.Scope of Services

This policy applies to all engagements provided by Further Labs Ltd, including CRO consulting projects, experimentation programme retainers, and subscriptions to ConversionLab (furtherlabs.co/conversionlab).

2.How We Deliver

• Consulting projectsDeliverables are provided digitally — reports, experiment designs, results analyses, and strategic documents — via shared workspaces or email, according to timelines agreed in the Statement of Work or project brief.
• Retainer engagementsOnboarding materials, access to shared project boards, and an initial scope call are provided within 3 business days of successful payment.
• ConversionLab subscriptionsAccount access credentials are issued within 24 hours of successful payment. Service availability and uptime details are communicated through the product dashboard.
• CommunicationProject updates are delivered via agreed channels (email, shared board, or scheduled calls). We aim to respond to all client communications within 1 business day.

3.Acceptance of Deliverables

Consulting deliverables are considered accepted 10 business days after delivery unless the client reports a material deficiency in writing within that window. Where a deficiency is reported, we will remediate at no additional charge. ConversionLab access is available on a continuous basis; any platform defects should be reported to us directly.

4.Refund Policy

• Up-front deposits (≤ 30% of project value)Non-refundable once discovery or project kick-off work has commenced.
• Unpaid milestonesFully refundable within 14 days if work on that milestone has not yet begun.
• In-progress milestonesPro-rated refund for the unused portion, calculated against hours logged.
• Completed milestonesNot refundable once the milestone has been delivered and accepted.
• ConversionLab subscriptionsEU customers retain a statutory 14-day withdrawal right under Directive 2011/83/EU from the date of purchase, provided no material use of the service has occurred. Outside the statutory window, pro-rated refunds for unused full months are provided at our discretion upon written request.

5.Cancellation Policy

• How to cancelSend a written cancellation request via the contact form at furtherlabs.co/contact or by email.
• Consulting projectsEither party may cancel a fixed-price engagement with written notice. Refunds follow the terms in Section 4 based on the current milestone status.
• Retainer engagementsEither party may cancel with 30 days written notice. Work already delivered within the notice period is billable; unused pre-paid time is refunded pro-rated.
• ConversionLab subscriptionsCancellations take effect at the end of the current billing cycle. No further charges are made after cancellation, and access continues until the cycle end date.

6.Contact

7.Updates to This Policy

We may update this policy from time to time. Material changes take effect 30 days after posting. The current version is always available at furtherlabs.co/fulfillment-policy.