What happens to fees when work stops early — set out by engagement model, with the notice periods, the refund route and the timeline stated as actual periods.
MENTARA sells professional services, not goods. There is no product to return, so a refund here means one thing: money you have paid that has not been earned against work performed, returned to you.
This page states the default position for each engagement model. A signed proposal or statement of work can vary it, and where it does, that document prevails. What follows applies when your contract is silent.
Every rule below is an application of one idea. Where you have paid in advance and the work has not been performed, that money is yours and comes back. Where the work has been performed and accepted, it is payable, and cancelling later does not undo it.
This cuts against us as often as for us. It means we do not keep an unearned advance because a clause allows it, and it means we do not write off delivered, accepted work because a project was cancelled upstream of us.
It also means the honest answer to “what is your refund policy?” depends on which commercial structure you are on, because the models earn revenue at genuinely different points. Those five are set out below in the same order as on the engagement and pricing page.
The notice periods below are the defaults for an engagement whose contract does not state its own. Longer notice is common on larger retained arrangements, and is agreed at the start rather than invoked at the end.
No retention call, no exit interview designed to change your mind, and no requirement to give a reason.
Email support@mentaraglobal.com or write to your engagement lead. State the engagement and the date you want work to stop. A reason is welcome and is never required. If you would rather phone first, +91 99120 91515 reaches us — but a cancellation takes effect from written notice, so we will ask you to follow up in writing.
The acknowledgement confirms the effective date, what is in progress, and our reading of what will and will not be charged — so any disagreement surfaces immediately rather than on the final invoice.
The handover package agreed at mobilisation is delivered inside the notice period, not after it and not as a separate paid exercise. Credentials, documentation and the decision record transfer to you.
We issue a closing statement setting out what was paid, what was earned, and the difference. Where the difference is owed to you, it is refunded on the timeline below. Where it is owed to us, it is invoiced on standard terms.
Stated in both directions, because a policy that only lists exclusions is not a refund policy.
Refunds are issued within 7 business days of the closing statement being agreed, to the same method the payment came in on. A card payment is reversed to that card, a bank transfer is returned to the originating account, and we do not substitute a credit note for money unless you ask us to.
Where a refund goes back to a card or through a payment gateway, our part completes within that period; how quickly it then appears on your statement is set by your bank and is typically a further 5 to 7 business days. We are happy to provide the transaction reference so you can chase it if it does not arrive.
We do not charge a processing, administration or cancellation fee against a refund. The amount on the closing statement is the amount that is returned.
If we have not met this timeline, that is a failure worth raising rather than waiting out. It goes to the same address as the cancellation, and it is answered by a person.
We may end an engagement too — if it becomes clear we are not the right supplier for it, if continuing would require us to work in a way we consider unsound, or if payment of undisputed invoices stops. The same 30 days' notice and the same handover obligation apply to us.
Where we terminate for a reason that is ours rather than yours, you are charged only for work performed and accepted, and any advance beyond that is refunded on the timeline above. We do not levy an early-termination charge in that situation, because that would be charging you for our decision.
The engagement and pricing page lists the protections we offer at the start of a relationship, including a bounded first engagement and defined exit terms. Those exist precisely so that stopping early is a manageable event rather than a crisis. This page is what they amount to in practice.
The engagement and pricing page explains how the five models are chosen, what moves an estimate, and how change control works. This page only covers what happens when an engagement stops — the two are written to agree, and if you find a place where they do not, that is a defect and we want to hear about it.
None of this replaces your signed contract. Where your engagement document sets its own notice period, milestone structure or refund mechanism, that document governs and this page does not narrow it.
One partner. One plan. Measurable outcomes.
