Refund & Cancellation Policy

1. Scope of This Policy

This Refund and Cancellation Policy applies exclusively to professional advisory services, onboarding telemetry audits, event taxonomy architecture engagements, and diagnostic consulting sessions provided by Toolkit Work Co., Ltd. (“Toolkit Work”, “we”, “us”, or “our”).

As an advisory consultancy delivering customized technical analysis and bespoke documentation, all engagements are scheduled in dedicated project windows with committed consultant allocations.

2. Engagement Deposits & Payment Structure

Standard advisory projects (including the Onboarding Funnel Diagnostic Audit, Event Taxonomy Architecture, and Activation Sprints) require a 50% upfront project deposit to reserve an audit window on our calendar and initiate technical intake discovery. The remaining 50% milestone payment is invoiced upon final documentation delivery and technical debrief.

3. Cancellation & Refund Eligibility

A. Cancellations Prior to Audit Commencement

• More than 7 Business Days Notice: If a client requests cancellation in writing more than seven (7) business days prior to the scheduled project kickoff date, the 50% deposit will be refunded in full, minus any non-refundable banking or wire transfer processing fees.
• Between 3 and 7 Business Days Notice: If cancellation is requested between three (3) and seven (7) business days prior to kickoff, 50% of the deposit is refundable, with the remaining 50% retained to cover allocated consultant schedule reserving.
• Less than 3 Business Days Notice: If cancellation occurs within fewer than three (3) business days of kickoff, the initial deposit becomes non-refundable.

B. Work Already Started

Once technical intake discovery, repository inspection, or telemetry network analysis has commenced (Day 1 of the scheduled engagement), the initial deposit is entirely non-refundable.

If a client chooses to terminate an ongoing engagement prior to completion:

• The client is billed on a pro-rata basis for verified diagnostic days completed up to the date of written termination notice.
• All interim diagnostic notes, event inventory spreadsheets, and partial findings generated up to the termination date will be delivered to the client.

C. Completed Engagements & Delivered Reports

Once final diagnostic deliverables, event dictionaries, and remediation roadmaps have been delivered and the live debrief completed, all fees are non-refundable. We stand behind our technical findings; if factual discrepancies in our telemetry trace logs are identified, we provide complimentary revisions to the documentation within 14 calendar days of handover.

4. Rescheduling Policy

We understand that software release cycles and engineering priorities shift.

• Clients may reschedule a scheduled audit window once at no additional fee by providing written notice at least five (5) business days prior to kickoff.
• Rescheduled engagements must be commenced within sixty (60) calendar days of the original kickoff date, subject to consultant availability.

5. Missed Kickoff & Technical No-Shows

If a client fails to provide necessary test credentials, access permissions, or attend the scheduled kickoff meeting within five (5) business days of the agreed start date without prior written notice, Toolkit Work reserves the right to pause the engagement. A rescheduling administrative fee of $300 USD may apply to reopen the project window.

6. Refund Request Process & Processing Times

To submit a formal cancellation or refund request:

1. Send an email to hello@toolkitwork.digital with the subject line Engagement Refund Request - [Statement of Work Number].
2. Include your registered business name, point of contact, statement of work date, and reason for the request.
3. Our finance department in Nakhon Ratchasima will review the request against engagement milestones and confirm eligibility within three (3) business days.
4. Approved refunds are processed via the original payment method (bank wire transfer or international corporate transfer) within seven to ten (7–10) business days.

7. Contact Details

For questions concerning invoices, deposits, or cancellation requests:

• Entity: Toolkit Work Co., Ltd.
• Address: Office 7, 51 Placeholder Street, Nakhon Ratchasima 00000, Thailand
• Email: hello@toolkitwork.digital
• Telephone: +66 44 000 852