Refund & Cancellation Policy

1. Overview & Policy Scope

This Refund & Cancellation Policy outlines the financial terms and conditions governing professional diagnostic services provided by Console Vertex Point Co., Ltd. (“Console Vertex Point,” “we,” “our,” or “us”).

Because our services consist of intensive, engineer-led analytical investigations, custom state modeling, and telemetry diagnostics, refund eligibility is structured around distinct engagement phases and deliverables.

2. Cancellation & Refund Terms by Engagement Phase

Phase 1: Pre-Ingestion Discovery Window (100% Refundable)

• If you execute a Statement of Work (SOW) and submit an initial deposit, but elect to cancel the engagement prior to granting data access or before our team initiates the telemetry ingestion review, you are eligible for a full 100% refund of the deposit paid.
• Notice of cancellation must be submitted in writing to hello@consolevertexpoint.digital within five (5) business days of agreement execution.

Phase 2: Active Telemetry Ingestion & Path Sequencing (Partial Refund)

• If cancellation is requested after data access has been configured and our engineering team has commenced telemetry auditing, the initial 50% discovery deposit is non-refundable, as it covers allocated engineering hours and infrastructure processing.
• In such circumstances, the remaining 50% final milestone balance will be immediately cancelled with no further billing obligations.

Phase 3: Post-Delivery & Engineering Debrief (Non-Refundable)

• Once the final Technical Remediation Specification or Journey Diagnostic Dossier has been delivered to your organization or the live executive debrief has taken place, all milestone fees paid are strictly non-refundable.
• Our team will address reasonable technical clarifications and schema verification questions within fourteen (14) business days following delivery at no additional charge.

3. Scope Adjustments & Rescheduling

• Rescheduling Engineering Walkthroughs: Clients may reschedule scheduled debrief sessions or review workshops without penalty by providing at least twenty-four (24) hours’ written notice.
• Telemetry Data Delays: If your internal engineering team encounters delays in providing sanitized event logs or configuring database access, engagement milestone dates may be extended by mutual written consent for up to thirty (30) business days without incurring cancellation penalties.

4. Refund Request Process & Processing Timeline

To request a cancellation or refund under eligible Phase 1 conditions:

1. Submit Written Request: Send an email from your authorized corporate email account to hello@consolevertexpoint.digital citing your Statement of Work (SOW) reference number and the reason for cancellation.
2. Review & Confirmation: Our finance team will review the request against active milestone logs within two (2) business days and confirm eligibility.
3. Refund Issuance: Approved refunds are issued within five to ten (5–10) business days via the original method of payment (bank wire transfer or corporate credit card).
4. Currency: All refunds are processed in the currency specified in the original SOW (USD or THB). Console Vertex Point is not responsible for intermediary bank wire fees or currency conversion variances charged by your receiving institution.

5. Contact for Invoicing & Refunds

For questions regarding active invoices, milestone schedules, or cancellation requests, please contact:

Accounts & Billing Department
Console Vertex Point Co., Ltd.
Office 7, 76 Placeholder Road, Phuket 00000, Thailand
Telephone: +66 76 000 307
Electronic Mail: hello@consolevertexpoint.digital