Refund and cancellation policy
This policy applies to paid consulting engagements with Index Cloudhub Co., Ltd., including geographic audits, tracking reviews, quarterly briefs, and team briefing sessions.
Eligibility overview
Refunds depend on how far work has progressed, whether a deposit was paid, and whether deliverables have already been issued. This site does not sell physical goods or software licences.
Deposits
Audits and multi-week engagements may require a deposit to reserve analyst time. Deposits are credited toward the final fee. A deposit becomes non-refundable once kickoff has occurred and data review has started, except where we cancel the engagement.
Full refunds
You may receive a full refund of fees paid if we cancel an engagement before delivering findings, or if you cancel in writing more than seven (7) business days before the agreed kickoff date and no preparatory work has been performed.
Partial refunds
If you cancel after kickoff but before the written deliverable is issued, we may refund the unused portion of fees after deducting time already spent at the agreed rate, including scoping, data review, and meetings held. Partial refunds are calculated case by case and confirmed in writing.
Non-refundable items
- Completed audits, tracking reviews, and issued quarterly briefs
- Team briefing sessions that have already taken place
- Third-party costs we prepaid on your written request (for example venue hire for an on-site session)
- Deposits after kickoff and commencement of data review, as described above
Rescheduling
Team briefing sessions may be rescheduled once without fee if you give at least five (5) business days’ notice. Later changes may incur a rescheduling charge of up to 20% of the session fee to cover preparation already completed.
No-shows
If your attendees do not join a scheduled briefing session without timely notice, the session fee is due in full. We may offer a replacement slot at our discretion.
Work already started
Once we have accessed agreed materials or begun analysis, fees for work performed remain payable even if you later decide not to use the findings.
How to request a refund
Email hello@index-cloudhub.digital with your engagement reference, reason for the request, and payment details used. We respond within five (5) business days.
Processing time and method
Approved refunds are processed within fourteen (14) business days to the original payment method where possible, or by bank transfer to an account you nominate in writing.
Quarterly briefs
Quarterly retainers billed in advance may be cancelled before the next quarter begins. Fees for a quarter already underway are not refunded once drafting has started for that period.
Contact
Refund questions: hello@index-cloudhub.digital · 025252170 · Street: 65/35 Tivanon Talad Kwan Mueang; City: Nonthaburi; State/province/area: Nonthaburi; Zip code: 11000; Country calling code: +66; Country: Thailand.