Effective Date: 18 July 2025
This policy outlines the terms and conditions governing refunds and cancellations for services rendered by Mediation Zone (hereinafter referred to as “MZ”). This document forms an integral part of and should be read in conjunction with our Standard Terms and Conditions of Service.
1. Acceptance of Terms:
By engaging the services of Mediation Zone, all parties (referred to as “the Parties” as per our Client Registration Form and Standard Terms and Conditions) acknowledge and agree to this Refunds and Cancellations Policy. This policy is binding upon the acceptance of our service proposal and the commencement of any professional services.
2. Fees and Payment:
As stipulated in our Standard Terms and Conditions and as communicated in our fee structure and invoices, fees for our services are quoted and agreed upon prior to or at the commencement of services. These fees cover professional time, administrative resources, and where applicable, venue usage.
3. Cancellation by Client:
- Cancellation Prior to Commencement of Services: If a Client wishes to cancel a mediation engagement before any professional time has been allocated (which includes, but is not limited to, initial consultations, document review, scheduling efforts, or the formal Mediation Agreement having been signed by all Parties), any fees paid may be eligible for a full refund, less any agreed-upon non-refundable administrative charges. A minimum of [Insert Specific Number, e.g., 3] business days’ notice is typically required for full refund eligibility for scheduled sessions where no prior work has commenced.
- Cancellation After Commencement of Services: Once professional services have commenced (including, but not limited to, the conduct of initial consultations, review of submitted documents, or the formal Mediation Agreement being signed and the first session scheduled or conducted), fees paid are generally non-refundable. This is due to the expenditure of professional time, resources, and administrative effort.
- Should a Party cancel during an ongoing mediation process, any outstanding fees for services already rendered up to the point of cancellation will remain due and payable.
- Any determination of a partial refund for pre-paid services not yet rendered, in such circumstances, shall be at the sole discretion of Mediation Zone, meticulously calculated based on the services already provided and resources demonstrably utilised, less any applicable administrative charges.
4. Cancellation by Mediation Zone / Appointed Mediator:
In the rare event that Mediation Zone or an assigned mediator must cancel a scheduled session or terminate services (e.g., due to unforeseen circumstances, a newly identified conflict of interest, or if, in the professional judgment of MZ, mediation is no longer deemed appropriate or feasible for resolution as per ethical guidelines), we shall:
- Provide all Parties with as much advance notice as is reasonably possible.
- Endeavour to offer mutually agreeable options, which may include rescheduling the session or assigning an alternative, suitably qualified mediator.
- If a rescheduled session or an alternative mediator is not feasible or acceptable to the Client, a pro-rata refund will be issued for any pre-paid services that have demonstrably not yet been rendered.
5. Non-Participation or Withdrawal by a Party:
If one or more Parties withdraw from the mediation process, rendering further continuation impossible, fees for services already rendered up to the point of withdrawal will remain due and are non-refundable. Any remaining pre-paid fees for future services will be subject to the discretion of Mediation Zone, considering the resources already allocated and work performed in anticipation of further sessions.
6. Affiliate Subscription Fees (for Mediators):
For affiliated mediators utilising the Mediation Zone brand and platform, fees paid for subscription packages are generally non-refundable once the subscription period has commenced. These fees grant access to the platform, professional tools, documentation, logo usage, and directory listing for the subscribed duration. Cancellations of recurring subscriptions will take effect at the end of the current billing cycle, and no pro-rata refunds will be issued for the unutilised portion of that cycle.
7. Rescheduling Sessions:
Clients may request to reschedule a session by providing a minimum of 2 business days’ notice. Requests to reschedule made with less than the required notice period may, at the discretion of Mediation Zone, incur a rescheduling fee or result in the forfeiture of the session fee.
8. Payment Defaults:
Failure by any Party to make payments for services as per the agreed-upon terms, as detailed in our fee structure and invoices, may lead to the suspension or termination of mediation services. In such instances, no refunds will be issued for services already provided or for which resources have been irrevocably committed.
9. Dispute Resolution Regarding Refunds:
Any disputes pertaining to refunds or cancellations should be submitted in writing to our Information Officer, Schalk Strydom, at schalk@mediation.zone within 7 business days of the event giving rise to the dispute. Mediation Zone will review all such requests diligently and provide a written response within a reasonable timeframe.