These rules apply to observation work, silent visits, waiting-room studies, counter reviews, and written reports commissioned from Service Pulse Base. They do not describe goods in a post, subscriptions, or tickets to a class, because we do not sell those.
Eligibility
A refund may be due when we cancel, when you cancel inside the windows below, or when we cannot attend a booked site for a reason on our side. A change of mind after a report has been delivered is not a ground for returning the fee. Service usage insights already written cannot be “unread.”
Timeframes
- More than 10 full days before the first booked field day: deposit refunded in full, minus any non-refundable travel already bought with your written approval.
- 10 days to 48 hours before the first day: deposit is kept as a cancellation fee. Any balance not yet paid is not charged. If we can fill the dates with another site, we may return half the deposit as a courtesy; we do not promise that.
- Less than 48 hours, or failure to admit the observer when we arrive (a no-show at the door): deposit is kept. If we incurred same-day travel, that cost remains payable.
Full or partial refunds
If we cancel — illness of the assigned observer without a replacement, or a failure on our side — you may choose new dates or a full refund of sums paid for the unsent work. If some observation days have already been sat, we bill those days and refund the unused remainder, including a proportional part of the report fee if the report cannot be finished fairly from the days completed.
If a site closes for a fire, flood, or public order event, we reschedule. If you prefer to stop, we refund unused days and keep fees for days already sat.
Non-refundable items
Approved long-distance travel and lodging bought for a site outside Greater Sydney, once purchased. Silent visits already walked. Reports already delivered.
How to ask
Write to hello@service-pulsebase.digital with the quote number, the dates, and whether you wish to reschedule or stop. You may also telephone +61 2 5550 4300. We confirm in writing.
Processing
Approved refunds are returned by the same method you paid, usually within ten working days after we agree the amount. Bank times sit outside that figure.
Rescheduling
One shift of dates, made more than 10 days ahead, is done without a fresh deposit. A second shift is treated as a cancellation and a new booking.
Work already started
Once an observer has taken the chair, that day is earned. Once typing of the report has begun, the report block is earned unless we agree the days sat are too few to write from — in which case we stop typing and refund that block.
Materials
We do not buy materials to leave at your desk. There is nothing to return except the report, which you may keep.
Exceptions
If Australian Consumer Law gives you a right these paragraphs do not match, that right still applies. We will not refuse a remedy the law requires.
For the shape of a day before you book, read how a field day runs.