Refund & Cancellation Policy

Last Updated: August 2026

At Glow Vertex Point Co., Ltd., our retention diagnostics, cohort analyses, and executive reporting frameworks are customized professional consulting engagements. Because our senior analytics consultants dedicate reserved calendar time, technical resources, and manual analytical effort to each client sprint, the following Refund and Cancellation Policy governs all contracted advisory work.

1. Initial Discovery & Pre-Kickoff Cancellations

• Cancellations Prior to Data Transfer & Kickoff: If a client requests cancellation in writing at least 5 business days prior to the agreed project start date (and prior to transferring event logs or initiating Stage 1 telemetry audits), the client is entitled to a full refund of any prepaid retainer deposit, minus a 5% administrative and banking processing fee.
• Cancellations Within 5 Days of Kickoff: If a cancellation notice is received less than 5 business days before the agreed sprint commencement, the initial 50% deposit will be credited toward a future rescheduled engagement within 6 months, or refunded at 75% of the deposit amount.

2. Engagements in Progress (Work Already Started)

Once diagnostic sprint work has commenced (defined as data ingestion, event dictionary review, or custom query execution in Stage 1):

• Stage 1 (Days 1–3): If a client chooses to terminate the engagement during the initial telemetry audit stage due to unforeseen internal project cancellation, 50% of the initial deposit is refundable.
• Stage 2 and Beyond (Days 4–14): Once cohort survival modeling, friction isolation, or report drafting has commenced, the initial 50% project deposit becomes strictly non-refundable to compensate for the committed consulting hours and proprietary analytical effort expended.
• Final 50% Balance: The final milestone balance (due upon delivery of the final report and executive debrief) is only payable upon completion and delivery of contracted deliverables. If an engagement is terminated by the client prior to final report assembly, the final 50% balance will not be invoiced.

3. Non-Refundable Items & Services

The following fees and services are non-refundable under all circumstances:

• Completed Advisory Deliverables: Any diagnostic audit report, cohort decay workbook, or executive scorecard specification that has already been delivered to the client.
• Delivered Consultation Briefings: Completed discovery calls, technical debriefs, or stakeholder alignment workshops.
• Custom Third-Party Infrastructure Fees: Dedicated cloud database query expenses or third-party extraction costs incurred on the client’s explicit behalf.

4. Rescheduling Diagnostic Sprints

We understand that software release cycles, telemetry deployment delays, or internal team availability may require adjusting timelines:

• Notice Requirement: Clients may reschedule a contracted diagnostic sprint by providing at least 3 business days’ written notice to their lead consultant.
• Rescheduling Limit: Each engagement may be rescheduled up to two (2) times within a 6-month window from the original contract date at no additional fee.
• No-Show or Extended Inactivity: If a client fails to provide event log access or ceases communication for more than 45 consecutive calendar days without prior arrangement, the engagement will be deemed concluded and any unused deposits will be forfeited.

5. Quality Resolution & Revision Protocol

If a client identifies factual inaccuracies or discrepancies in a delivered diagnostic audit report:

• The client must notify us in writing within 10 business days of report delivery.
• Glow Vertex Point will re-examine the underlying event logs and provide corrected models, updated cohort charts, and revised documentation at no additional cost within 5 business days.

6. Refund Process & Timelines

• How to Submit a Request: All cancellation and refund requests must be sent in writing via email to info@glowvertexpoint.click referencing your engagement agreement number and company name.
• Review & Approval: Requests are reviewed and processed by our finance department in Phuket within 3 business days of receipt.
• Refund Method & Currency: Approved refunds are remitted via the original payment method (international SWIFT wire transfer or electronic bank transfer) in the original billed currency (USD or THB). Depending on your banking institution, funds typically arrive within 5 to 10 business days.

7. Inquiries Regarding This Policy

For questions regarding engagement terms or refund conditions, please contact:

• Company: Glow Vertex Point Co., Ltd.
• Office: Office 10, 34 Demo Avenue, Phuket 00000
• Phone: +66 76 000 430
• Email: info@glowvertexpoint.click