Refund & Cancellation Policy

At Pentapyramid, we are committed to client satisfaction, whether you are utilizing our expert HR consulting services or purchasing our valuable resources. This policy outlines the conditions for refunds and cancellations for both services and products.

General Conditions for All Refunds

  • All refunds, if applicable, will be processed and a credit will automatically be applied via bank transfer.
  • If you have not received a refund, please first check your bank account, then contact your credit card company, and then your bank. If you’ve done all of this and still have not received your refund, please contact us at finance@pentapyramid.com. Refunds will be done only through the Original Mode of Payment.

I. HR Consulting & Service Cancellation/Refunds

This section applies to all HR consulting engagements, training programs, workshops, and other advisory services provided by Pentapyramid.

1. Cancellation by Client:

  • Before Service Commencement: If a client cancels a service agreement or scheduled training/workshop before the commencement date, the following refund structure applies:
    • More than 15 business days prior: 90% refund of the total service fee, minus any non-refundable deposits, administrative fees, or costs already incurred (e.g., specific materials purchased, third-party bookings).
    • 5 to 15 business days prior: 50% refund of the total service fee, minus any non-refundable deposits, administrative fees, or costs already incurred.
    • Less than 5 business days prior: No refund will be issued, as significant resources and preparation would have already been allocated.
  • During Service Delivery: Once services have commenced, refunds are generally not provided for work already performed.
    • If a client wishes to terminate an ongoing service agreement, a prorated refund may be considered for unused portions of pre-paid services, calculated based on work completed and expenses incurred up to the termination date. This will be assessed on a case-by-case basis and mutually agreed upon.
    • Any non-refundable expenses, such as travel, accommodation, or specific software licenses procured for the project, are the client’s responsibility and will be deducted from any potential refund.

2. Cancellation by Pentapyramid:

  • In the rare event that Pentapyramid must cancel a service (e.g., unforeseen circumstances, consultant unavailability), clients will be offered the option to reschedule the service or receive a full refund of any fees paid for the unrendered portion of the service. We will endeavor to provide as much notice as possible.

3. Client Non-Cooperation/Inactivity:

  • If a project cannot proceed or is significantly delayed due to a client’s prolonged non-cooperation, failure to provide necessary information, or consistent unavailability for agreed-upon meetings, Pentapyramid reserves the right to suspend or terminate the service. In such cases, no refunds will be issued for work completed or resources allocated.

4. Satisfaction with Service:

  • While we strive for excellence, the success of HR consulting often depends on various factors, including client implementation and internal dynamics. Refunds are not provided based solely on perceived outcomes that are outside Pentapyramid’s direct control. Any concerns regarding service quality should be brought to our attention immediately so we can work towards a resolution.

II. Product Purchases (e.g., Books, Digital Products) Refunds & Returns

This section applies to physical products (e.g., books) and certain digital/downloadable products purchased directly from Pentapyramid.

1. Eligibility for Return:

  • Our policy for physical products lasts 30 days from the date of purchase. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
  • To be eligible for a return, your physical item must be unused and in the same condition that you received it. It must also be in the original packaging.
  • To complete your return, we require a receipt or proof of purchase.

2. Non-Returnable Items:

  • Several types of goods are exempt from being returned:
    • Gift cards
    • Downloadable software products or digital content once accessed or downloaded.
    • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
    • Any item that is returned more than 30 days after delivery.
    • Sale items: Only regular priced items may be refunded; unfortunately, sale items cannot be refunded.

3. Returns Process:

  • To return your product, you should mail your product to: DQuarters, Dubai Media City – Building 05, 2nd Floor.
  • You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
  • Depending on where you live, the time it may take for your exchanged product to reach you may vary.
  • We recommend using a trackable shipping service or purchasing shipping insurance for returns, as we cannot guarantee that we will receive your returned item.

4. Gifts:

  • If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
  • If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will find out about your return.