Commercial Terms

Refund, Cancellation & Rescheduling Policy

Review our clear cancellation, deposit refund, rescheduling, and advisory termination policies for quantitative experiment audits and consulting engagements.

1. Overview & Policy Scope

This Refund, Cancellation & Rescheduling Policy applies to all quantitative advisory engagements, experiment result audits, telemetry diagnostic reviews, and pre-experiment sizing consultations commissioned through Flow Harbor Point Co., Ltd. (Office 8, 29 Example Road, Hat Yai 00000, Thailand).

Because our engagements represent dedicated professional hours and specialized computational resources provided by senior statistical methodologists, this policy outlines the conditions under which refunds, pro-rated fee adjustments, and engagement cancellations are processed.

2. Cancellation Prior to Engagement Commencement

2.1 Standard 48-Hour Full Refund Window

If a Client executes a Statement of Work (SOW) and remits an initial engagement deposit, the Client may cancel the engagement with a 100% full refund of the deposit, provided written notice is received by Flow Harbor Point at least 48 hours prior to the scheduled data intake and ingestion kickoff date.

2.2 Cancellation Within 48 Hours of Kickoff

If cancellation is requested less than 48 hours before the scheduled kickoff date but before raw data ingestion has commenced, an administrative scheduling fee of 15% of the total project fee is retained, and the remaining 85% of the deposit is refunded.

3. Work Already Commenced & Pro-Rated Refunds

Once raw experiment datasets have been transferred, schema-verified, and ingested into our analytical environment, computational and practitioner resources are actively committed:

  • Stage 1 (Ingestion & SRM Diagnostic Completed): If the Client terminates the engagement after telemetry ingestion and preliminary (\chi^2) SRM analysis but before variance modeling, 50% of the initial deposit is refundable.
  • Stage 2 (Variance Reduction & Inference Completed): If the Client terminates after CUPED variance modeling and dual-inference computations are finalized, the initial 50% deposit is non-refundable, but the Client will not be invoiced for the final 50% completion milestone.
  • Stage 3 (Final Verification Brief Delivered): Once the formal signed Statistical Verification Brief has been delivered or presented to the Client’s team, the full engagement fee is fully earned and non-refundable.

4. Rescheduling & Intake Delay Protocols

We understand that software release cadences, experiment runtimes, and engineering priorities frequently shift:

  • Rescheduling SOW Kickoff: A Client may reschedule a planned audit kickoff date up to two (2) times without penalty, provided written notice is given at least 24 hours in advance.
  • Data Ingestion Stalls: If a Client is unable to provide usable, formatted experiment event logs within 30 calendar days of executing an SOW, Flow Harbor Point reserves the right to close the active engagement queue. In such events, the deposit remains valid as a service credit for up to six (6) months.

5. Ongoing Quarterly Advisory Retainers

  • Quarterly Commitment: Advisory retainers are contracted on three-month cycles.
  • Retainer Cancellation: Either party may terminate a retainer agreement at the conclusion of the three-month period by providing written notice thirty (30) days prior to the expiration of the active cycle.
  • Unused Monthly Hours/Audits: Because retainer allocations reserve dedicated senior methodologist capacity each month, unused monthly audit allowances do not roll over into subsequent months and are non-refundable.

6. Non-Refundable Items

The following are strictly non-refundable under all circumstances:

  1. Completed and delivered Formal Statistical Verification Briefs and Executive Decision Memoranda.
  2. Completed 60-minute technical debriefing and findings presentation sessions.
  3. Third-party transaction, currency conversion, or international SWIFT wire transfer bank charges incurred during fee transmission.

7. Refund Request Submission & Processing Time

7.1 Submission Process

To submit a formal cancellation or refund request, the authorized corporate signatory must send a written notice to our finance and practice desk:

  • Email: info@flowharborpoint.click
  • Subject Line: “Refund / Engagement Cancellation Request — [Client Organization Name] — [SOW Reference Number]”
  • Postal Mail: Flow Harbor Point Co., Ltd., Office 8, 29 Example Road, Hat Yai 00000, Thailand

7.2 Processing Timeline & Method

Approved refund requests are reviewed and confirmed in writing within three (3) business days. Approved funds are returned within seven (7) to ten (10) business days via the original method of settlement (international wire transfer to the originating corporate bank account).

8. Questions & Dispute Resolution

If you have questions regarding this policy or wish to discuss a custom milestone arrangement for an upcoming experiment suite, contact our practice office: