Commercial Terms

Refund & Cancellation Policy

Clear policies outlining refund eligibility, cancellation timelines, and deposit terms for professional audit engagements.

1. Overview & Service Model Scope

Mind Vertex Core Co., Ltd. delivers specialized, human-led diagnostic audits, session behavior investigations, and expert UX friction teardowns. Because our engagements involve dedicated senior researcher time, customized data analysis, and bespoke deliverable production, the following policies govern cancellations, rescheduling, and refund requests.

2. Project Kickoff & Deposit Policy

  • Diagnostic Audit Projects: Standard engagements (including our Comprehensive Session Diagnostic Audit and Funnel Friction Teardowns) require a 50% initial deposit upon contract execution and scoping approval prior to reserving researcher capacity.
  • Deposit Treatment: Deposits cover initial telemetry calibration, device matrix setup, and researcher allocation. Deposits are fully refundable if a cancellation request is submitted in writing before our researchers begin analyzing your session data.

3. Cancellation & Refund Eligibility Timelines

Refund eligibility depends on the stage of the audit workflow at the time formal written cancellation is received:

A. Prior to Telemetry & Replay Ingestion (100% Refund)

If you cancel an engagement at least 2 business days before the agreed project kickoff date (prior to our team ingesting and filtering session data), you are eligible for a full 100% refund of any deposit paid, less standard bank wire transfer processing fees.

B. Work Already Commenced (Partial Pro-Rata Refund)

If cancellation occurs after our researchers have commenced session replay triage, telemetry filtering, or issue tagging:

  • The initial 50% deposit becomes non-refundable to cover expended specialist research hours.
  • The remaining 50% completion balance will be waived and not invoiced.
  • Any preliminary findings, video annotations, or draft defect matrices generated up to the cancellation timestamp will be compiled and delivered to the client.

C. Following Delivery of Final Diagnostic Blueprint (Non-Refundable)

Once the comprehensive audit report, annotated video library, and prioritized remediation matrix have been finalized and delivered, fees are strictly non-refundable. We are committed to complete clarity, and our engagement includes an interactive 90-minute walkthrough session to review all findings and address technical questions.

4. Rescheduling & Walkthrough Sessions

  • Briefing & Walkthrough Rescheduling: Clients may reschedule scheduled scoping briefings or final executive walkthrough presentations at no charge by providing at least 24 hours prior written notice.
  • No-Shows & Extended Pauses: If a client fails to attend a confirmed walkthrough or pauses an active audit for more than 30 consecutive calendar days without prior agreement, Mind Vertex Core reserves the right to deliver the completed documentation asynchronously and finalize the engagement invoice.

5. Refund Request Process & Processing Times

To request a cancellation or refund under eligible terms:

  1. Written Request: Submit an email to info@mind-vertexcore.click with the subject line Refund Request - [Invoice / Project ID].
  2. Review & Determination: Our finance and operations team will review project tracking timestamps and respond within 3 business days with a written determination.
  3. Refund Method & Timeline: Approved refunds are processed via the original method of payment (bank wire transfer) within 7 to 10 business days following formal approval. Bank transfer fees incurred during international wire processing are the responsibility of the recipient.

6. Formal Inquiries

For questions regarding our refund schedule or to discuss an active contract, contact our practice office:

  • Entity: Mind Vertex Core Co., Ltd.
  • Address: Office 11, 19 Sample Street, Phuket 00000, Thailand
  • Phone: +66 76 000 218
  • Email: info@mind-vertexcore.click