Refund and cancellation policy
This policy applies to paid reporting engagements, reviews, assessments, and briefing packs delivered by Cloud Matrixcore Co., Ltd..
Eligibility
Refunds are considered when work has not substantially started, when we cancel an engagement we cannot staff, or when a written statement of work grants a cooling-off window. Deposits for scoped kickoffs may be partially refundable as described below.
Timeframe
Submit refund requests within 14 days of the invoice date or before the kickoff extract transfer—whichever comes first—unless your statement of work sets a different window.
Full and partial refunds
If we have not begun extract setup or analysis, prepaid fees for that engagement are generally refundable in full. After kickoff work begins, we may retain a portion reflecting hours already spent, typically up to 40% of the first month or project fee, and refund the remainder.
Non-refundable items
Completed monthly packs, delivered owner briefing packs, finished branch comparison reviews, and third-party travel costs already incurred for agreed Bangkok visits are non-refundable.
Process and timing
Email hello@cloud-matrixcore.click with your invoice reference and reason. We confirm eligibility within five business days. Approved refunds are returned by the original payment method within 14 business days where the provider allows.
Cancellation and rescheduling
Monthly retainers may be cancelled with 30 days’ written notice after the first delivered pack. Project kickoffs may be rescheduled once without fee if you give at least five business days’ notice. Later reschedules may incur a ฿2,500 administrative fee.
Deposits, no-shows, and work already started
Consultation deposits applied to an engagement are credited against the first invoice. Missed briefing calls without 24 hours’ notice may be counted as delivered for that month. Once analysis or writing has started, fees reflect work performed even if you pause the project.
Exceptions
If we materially fail to deliver the scope confirmed in writing, you may request a remedy, re-delivery, or refund of the undelivered portion. This policy does not cover products, physical goods shipping, or subscription software—services we do not sell on this site.