Refunds, deposits & rescheduling

Eligibility overview

Fees cover professional reading time. Refunds depend on how far the engagement has progressed, not on whether a third party later admits or funds you.

Timeframe to request

Refund or cancellation requests should be emailed to hello@virtualizesystems.digital within 14 days of the event giving rise to the request (for example, our cancellation, or your decision to stop before work begins). Include your name, engagement type, and confirmation date.

Full refund

A full refund of amounts paid is available if we cancel the engagement for capacity or conflict reasons, or if you cancel in writing before we confirm that annotation has begun and before any clarifying call is held.

Partial refund

If you cancel after requirement mapping has started but before the findings memo is delivered, we may refund 50% of the engagement fee after retaining the deposit portion already applied to work performed. If the findings memo has been delivered, fees for that engagement are non-refundable.

Non-refundable items

• Completed findings memos and delivered evidence maps
• Completed clarifying calls included in the engagement
• Urgent-turnaround surcharges once rush scheduling has been reserved

Deposits

The 40% deposit reserves your reading slot. If you cancel more than five business days before the agreed start and before work begins, the deposit is refundable. Cancellations inside five business days forfeit the deposit unless we can fill the slot with another confirmed client, in which case we refund the deposit minus a ¥5,000 administration fee.

Rescheduling

You may reschedule once at no charge with at least three business days’ notice. Later reschedules may require a new deposit if the original slot cannot be reused.

No-shows

Missed clarifying calls or evidence map sessions without 24 hours’ notice are treated as delivered for that component; a replacement session may be booked at half the session rate when capacity allows.

Work already started

Once annotation of your files has begun, time already spent is billable. We will document hours or milestone status if a partial refund calculation is needed.

Materials

We do not sell physical products. Printed checklists prepared for an in-office handoff are included in the engagement fee and are not separately refundable once prepared.

Refund method & processing time

Approved refunds are returned by the original payment method within 14 business days of approval. Bank transfer refunds inside Japan may require your account details.

How to request

Email hello@virtualizesystems.digital or call +81-9-862-8820. Postal correspondence may be sent to 518 Bridge Street, 健太郎村, 北海道, Japan.

Exceptions

Mandatory consumer protections under Japanese law take precedence where they conflict with this policy. This policy does not cover goods or delivery models we do not offer (for example, retail merchandise or subscription software).