Refund & Cancellation Policy

This Refund and Cancellation Policy applies to all professional advisory engagements, diagnostic cohort audits, telemetry reviews, and recurring reporting retainers contracted with Monitor PulsePoint Co., Ltd. (“Monitor PulsePoint”, “we”, “us”, or “our”), with registered office at Office 8, 28 Test Avenue, Pattaya 00000, Thailand.

Because our services consist of bespoke, labor-intensive quantitative data analysis, code review, and executive reporting delivered by senior practitioners, commercial terms and cancellation conditions are structured around milestone completion.

1. Fixed-Fee Diagnostic Audits (e.g., Cohort Retention Audits)

A. Initial Scheduling Deposits

• Fixed-fee diagnostic engagements require an initial 50% deposit upon formal agreement execution to secure analyst capacity and reserve compute infrastructure.
• Full Deposit Refund: If a Client cancels an engagement in writing at least seven (7) calendar days prior to the scheduled project commencement date (Phase 1 kick-off), the deposit will be refunded in full, minus any direct bank wire transfer processing fees.
• Partial Deposit Refund: If cancellation occurs less than seven (7) days before kick-off, but prior to data ingestion and schema verification, a 50% partial refund of the deposit will be issued to cover administrative and preliminary infrastructure preparation costs.

B. Work Already Commenced

• Once Phase 1 (Data Ingestion & Schema Verification) has commenced, the initial 50% deposit becomes strictly non-refundable.
• If a Client chooses to terminate an engagement during Phase 2 or Phase 3 (mid-analysis), the Client is not required to pay the remaining 50% completion balance. However, no refund of previously paid deposits will be granted, and preliminary interim findings will be delivered in their current state.

C. Completed Deliverables

• Upon delivery of the final written diagnostic dossier, reproducible SQL transformation package, and completion of the executive walkthrough briefing (Phase 4), the final 50% balance becomes fully payable. Completed analytical deliverables and concluded executive briefings are non-refundable.

2. Monthly Advisory & Reporting Retainers

A. Cancellation Notice

• Recurring monthly retainers (such as our Lifecycle Governance Retainer or Monetization Velocity Retainer) may be canceled by either party with thirty (30) days prior written notice before the next monthly billing cycle.

B. In-Progress Retainer Months

• Retainer fees paid for the active monthly billing cycle are non-refundable once the month has commenced, as ongoing weekly cohort monitoring and advisory capacity are allocated for the entire period.
• If cancellation notice is received mid-month, advisory services, weekly cohort matrices, and scheduled briefings will continue through the conclusion of the paid billing month.

3. Preliminary Consultation Briefings

• No-Fee Discovery Sessions: Preliminary 30-minute scoping discussions and discovery calls conducted to assess project fit and data readiness are provided free of charge.
• Rescheduling: Clients may reschedule discovery sessions without penalty by providing at least 24 hours advance notification to their assigned consultant or via email to hello@monitor-pulsepoint.digital.

4. Exceptional Circumstances & Data Infeasibility

If, during the initial data ingestion phase (Days 1–2 of an audit), Monitor PulsePoint determines that the Client’s historical event logs are fundamentally corrupted, incomplete, or unreadable to an extent that prevents valid cohort modeling, we will promptly notify the Client in writing.

In such cases:

1. The Client may elect to pause the engagement for up to 60 days while internal engineering teams repair telemetry pipelines; or
2. The Client may cancel the audit and receive an immediate 80% refund of the deposit, retaining only a nominal 20% diagnostic intake assessment fee.

5. Refund Request & Processing Procedure

To submit a formal refund or engagement cancellation request:

1. Written Notice: Send an email from your authorized corporate domain to hello@monitor-pulsepoint.digital with the subject line “Engagement Cancellation Request - [Company Name / Engagement ID]”.
2. Review & Acknowledgment: Our commercial advisory desk will review the project milestone status and respond within two (2) business days with written confirmation.
3. Refund Settlement: Approved refunds will be processed via international bank wire transfer or original corporate payment method within ten (10) business days following confirmation.
4. Currency: Refunds are issued in the original invoiced currency (USD or THB). Monitor PulsePoint is not liable for fluctuations in international currency exchange rates.

6. Official Contact Information

For any inquiries or clarifications regarding this Refund and Cancellation Policy:

Monitor PulsePoint Co., Ltd.
Office 8, 28 Test Avenue, Pattaya 00000, Thailand
Direct Phone: +66 38 000 985
Commercial Desk: hello@monitor-pulsepoint.digital