Refund & Cancellation Policy

This Refund & Cancellation Policy outlines the conditions under which Reason Orbit Base Co., Ltd. ("Company," "We," "Us," or "Our") handles engagement cancellations, milestone adjustments, rescheduling requests, and fee refunds for our professional application telemetry auditing, cohort diagnostics, and feature adoption measurement services.

1. Nature of Professional Advisory Services

Our services consist of customized, highly intensive technical investigations conducted by senior telemetry architects and systems engineers. Because our team commits dedicated specialist time, reserves analyst capacity, and undertakes bespoke codebase analysis upon contract execution, our refund terms reflect the labor and expertise committed to each engagement.

2. Engagement Deposits & Cancellation Before Work Commences

For fixed-scope audit engagements (e.g., Comprehensive Feature Adoption Audit or Cohort Activation Diagnostics):

• Cancellation 5 or More Business Days Prior to Kickoff: If a Client cancels a scheduled engagement in writing at least five (5) business days before the mutually agreed project kickoff date, Reason Orbit Base will issue a full refund of the initial deposit, less a 5% administrative and banking processing fee.
• Cancellation Less than 5 Business Days Prior to Kickoff: If cancellation occurs within four (4) business days of kickoff, the deposit is eligible for a 50% partial refund, or the Client may choose to apply 100% of the deposit toward a rescheduled engagement commencing within ninety (90) days.

3. Cancellation After Work Commences

Once project onboarding has commenced (defined as the completion of the technical kickoff briefing, receipt of repository credentials, or initiation of log inspection):

• Completed Phase Work Is Non-Refundable: Fees corresponding to completed diagnostic phases, delivered schema dictionaries, and executed analyst review hours are strictly non-refundable.
• Mid-Project Termination: In the event of early termination by the Client, the Client remains responsible for payment of all work performed up to the written date of termination. Any unearned portion of prepaid milestone funds exceeding the completed hours and deliverables will be refunded on a pro-rata basis.

4. Ongoing Advisory Retainers

Quarterly Telemetry Governance retainers may be cancelled by either party with thirty (30) days' written notice prior to the start of the subsequent monthly billing period. Retainer fees for the currently active billing month are non-refundable once the monthly advisory cycle has commenced.

5. Rescheduling Policy

Clients may reschedule scheduled audit milestone briefings or kickoff dates by providing at least forty-eight (48) hours' written notice. There is no penalty or fee for the first rescheduling request. Subsequent rescheduling requests may be subject to analyst re-allocation timelines based on existing project queue availability.

6. Refund Request Process & Timeframe

To request a cancellation or refund:

1. Submit a formal written request via email to info@reasonorbitbase.click including your company name, SOW/invoice number, and reason for cancellation.
2. Our commercial operations team will evaluate the request against completed project milestones within three (3) business days.
3. Approved refunds will be processed within seven (7) to ten (10) business days following written confirmation.
4. Refunds are returned via the original payment method (international SWIFT wire transfer or corporate bank transfer).

7. Commercial Disputes & Inquiries

If you have questions or require clarification regarding an invoice or refund calculation, please reach out directly to our finance office:

Reason Orbit Base Co., Ltd.
Accounts & Commercial Relations
Office 10, 53 Demo Street, Chiang Mai 00000, Thailand
Telephone: +66 52 000 430
Email: info@reasonorbitbase.click