Engagement & Refund Policy
Effective Date: March 23, 2026
Rowanstone provides institutional diagnostic services designed to help leadership teams assess structural dynamics within their organizations. This policy describes how Rowanstone engagements are structured, how fees are applied, and how cancellations and adjustments are handled.
This policy is intended to provide transparency regarding the diagnostic process. It supplements but does not replace the written engagement agreement executed between Rowanstone LLC and each participating organization. In the event of any conflict between this policy and an executed engagement agreement, the engagement agreement controls.
Structure of a Rowanstone Engagement
A standard Rowanstone diagnostic engagement proceeds through four stages:
Engagement Confirmation
Participation is confirmed through execution of a written engagement agreement and receipt of the diagnostic fee.
Survey Deployment
Rowanstone deploys the diagnostic survey instrument to designated participants within the client organization.
Data Analysis
Aggregated responses are analyzed to identify structural patterns in signal integrity, decision authority, and governance alignment.
Briefing and Delivery
Rowanstone delivers the diagnostic report (Board Brief and Full Packet) followed by a leadership briefing to review findings.
Note: A standard engagement does not include ongoing advisory services, implementation support, or restructuring assistance unless separately agreed upon in writing.
Engagement Fee
The standard Rowanstone diagnostic engagement fee is $10,000, due in full prior to the launch of the diagnostic survey unless otherwise specified. Rowanstone will not deploy the survey instrument or commence analytical work until payment has been confirmed.
Rowanstone may offer pilot engagements or adjusted pricing at its discretion. Any such arrangement will be specified in the applicable engagement agreement and does not establish a precedent for future pricing.
Refund and Cancellation Policy
Refund eligibility is determined by the stage at which cancellation occurs:
Before Survey Launch
If a client cancels in writing before deployment, fees are refunded in full, less documented administrative and processing costs not to exceed $500.
After Survey Launch — Before Report Delivery
Once data collection has begun, the fee is generally non-refundable. However, Rowanstone may, in its discretion, consider a partial credit toward a future engagement for work not yet completed.
After Report Delivery
Engagement fees are non-refundable following delivery of the diagnostic report. Delivery is complete upon transmission of the report to the client's designated recipient.
Rowanstone will review cancellation and adjustment requests in good faith when extraordinary circumstances arise, such as a documented organizational crisis or force majeure events.
Client Responsibilities
The client organization is responsible for:
- Designating appropriate survey participants and communicating participation instructions.
- Ensuring that participant access to the survey is not obstructed by technical or administrative factors within the client's control.
- Providing organizational context requested by Rowanstone that is reasonably necessary to conduct the analysis.
- Using diagnostic findings in accordance with the Terms of Use and engagement agreement.
Rowanstone is not responsible for delays resulting from low participation rates or incomplete information provided by the client.
Nature of Diagnostic Findings
Rowanstone diagnostic findings are analytical observations intended to assist leadership teams in understanding organizational structure and governance dynamics. Findings are advisory in nature and do not constitute legal, financial, regulatory, or human resources advice. Organizations should consult qualified professional advisors before making decisions based on diagnostic findings.
For questions about engagement structure, fees, or this policy, please contact: