Refund & Cancellation Policy

1. Professional Consulting Context

Resolver Vertex Base Co., Ltd. provides specialized, human-delivered technical consulting, in-app funnel diagnostic audits, and engineering workshops. Because our engagements involve dedicated allocation of senior analytics practitioners and bespoke data modeling capacity, the following policies govern cancellations, rescheduling, and refund requests.

2. Project-Based Engagements (Diagnostic Audits & Sprints)

A. Advance Deposits & Initial Project Setup

• A standard project commitment deposit (typically 30% to 50% of the total project fee) is required upon signing a Statement of Work (SOW) to reserve consulting capacity.
• Cancellation Prior to Project Kickoff: If the Client cancels the engagement in writing more than 7 business days prior to the agreed kickoff date, the deposit is 100% refundable, less any direct third-party bank wire transfer fees.
• Cancellation Within 7 Business Days of Kickoff: If cancelled within 7 business days of the kickoff date, the deposit is 50% refundable to account for reserved practitioner allocation.

B. Engagements in Progress

• During Week 1 (Ingestion & Schema Discovery): If the Client terminates the project during Week 1 before telemetry processing commences, the Client is billed only for time elapsed (pro-rated at standard daily rates), and any remaining prepaid balance is promptly refunded.
• After Week 1 (Analysis & Blueprint Development): Once custom data processing, funnel modeling, and document compilation have commenced (Weeks 2–4), fees for completed project stages are non-refundable.

3. Team Enablement Workshops

• Rescheduling: The Client may reschedule a confirmed technical workshop without penalty by providing written notice at least 5 business days prior to the scheduled date.
• Cancellation by Client: Cancellations submitted at least 5 business days prior to the workshop receive a 100% refund. Cancellations made with less than 5 business days notice receive a 50% refund or credit toward a future workshop date.
• Cancellation by Company: In the rare event that Resolver Vertex Base must reschedule or cancel a workshop due to unforeseen circumstances or practitioner illness, the Client will be offered an immediate alternate date or a full 100% refund.

4. Retainer Advisory Services

• Monthly advisory retainers operate on a 30-day billing cycle.
• Either party may terminate a recurring advisory retainer by providing 30 calendar days written notice prior to the next billing cycle.
• Unused advisory hours within a completed monthly cycle do not roll over and are non-refundable.

5. Non-Refundable Items & Conditions

The following items are strictly non-refundable once incurred:

1. Completed diagnostic audit reports, custom schemas, and deliverables that have been formally presented and accepted.
2. Direct third-party bank processing fees or currency exchange rate differentials.
3. Dedicated compute or cloud ingestion infrastructure costs incurred with prior Client authorization for processing high-volume event datasets.

6. Refund Request Process & Timeline

To initiate a formal cancellation or refund request:

1. Submit a written notification via email to hello@resolververtexbase.digital referencing your company name, SOW number, and reason for the request.
2. Our practice management team will review the project timeline, verify work milestones completed, and provide a written accounting within 3 business days.
3. Approved refunds will be processed via original payment method (international bank wire or local transfer) within 7 to 10 business days.

7. Contact for Commercial Queries

Resolver Vertex Base Co., Ltd.
Office 11, 57 Sample Avenue, Bangkok 00000
Telephone: +66 2 000 3290
Email: hello@resolververtexbase.digital