Refund & cancellation policy

Eligibility overview

Refunds depend on engagement type, how much work has started, and whether a deposit or retainer invoice has been paid. This site does not sell physical products or software licenses.

Fixed engagements (reviews, scorecards, narratives)

A deposit (typically 50%) schedules the work. If you cancel more than ten business days before the agreed start date, we refund the deposit in full. Cancellations between ten and three business days before start receive a 50% deposit refund. Cancellations inside three business days, or after discovery workshops have begun, are non-refundable for the deposit portion covering time already reserved.

If we cancel for reasons on our side, you receive a full refund of amounts paid for undelivered work, or you may reschedule at no extra fee.

Partial refunds

If an engagement is stopped mid-stream by mutual written agreement, we invoice for completed stages (for example discovery and diagnosis) at the proportions stated in the proposal and refund any unused prepaid balance.

Monthly briefing retainers

Retainers invoice monthly in advance. You may cancel with fifteen days’ written notice before the next billing date. The current prepaid month is non-refundable once production for that month’s packs has started. Unused future months are refunded.

Non-refundable items

• Completed weekly packs already delivered
• Completed scorecard or narrative deliverables accepted in writing
• Third-party room hire or travel booked at your request and already incurred

Rescheduling & no-shows

You may reschedule kickoff or readout sessions once at no charge with at least three business days’ notice. Later changes or no-shows may forfeit that session slot without extending the engagement fee. We make reasonable efforts to offer an alternative within two weeks.

Work already started & materials

Draft metric dictionaries, wireframe packs, and interview notes produced before cancellation remain our working papers unless the proposal states otherwise. You keep any deliverables already formally handed over.

Refund process & timing

Email hello@cloud-routecore.click with your engagement reference and reason. Approved refunds are processed to the original payment method within fifteen business days. Bank processing times may add a few days beyond our transfer.

Exceptions

Mandatory consumer rights under Thai law that cannot be waived remain available. Engagement letters may specify stricter notice windows for multi-queue reviews; those written terms prevail for that booking.

Last updated: 27 August 2025.