Refund & cancellation policy

Scope

This policy applies to analytics consulting purchased directly from Instance ServiceCore. We do not sell physical goods, subscriptions through this website, or downloadable products. The signed proposal controls if it provides more specific terms.

Deposits and cancellation

A proposal may require a deposit to reserve capacity. Cancel at least 10 calendar days before the agreed start date for a full deposit refund, less any explicitly approved third-party cost. For cancellation 5–9 days before start, 50% of the deposit is refundable. Deposits are non-refundable within 4 days of start because capacity has been reserved.

Rescheduling

You may request one reschedule without charge at least 5 calendar days before start, subject to availability. Later rescheduling may incur a reasonable fee stated before confirmation. Repeated rescheduling may be treated as cancellation.

Work already started

After work begins, completed discovery, audits, analysis, meetings, and prepared deliverables are non-refundable. If you end the engagement early, we calculate fees for work performed and committed non-cancellable costs; any remaining prepaid balance is refunded. Purchased data access or specialist services approved by you are non-refundable.

Full and partial refunds

A full refund is available when we cancel before work begins and cannot offer an acceptable reschedule. A partial refund may apply when we cannot complete a material agreed deliverable, based on the uncompleted portion. A change of priorities, disagreement with an evidence-based finding, poor source data disclosed during the work, or outcomes outside our control does not by itself qualify.

Missed sessions

A missed client session without 24 hours’ notice counts as delivered because time was reserved. We will make reasonable efforts to share notes or use the time on agreed analysis. Emergencies are considered case by case.

How to request a refund

Email hello@instance-servicecore.digital with the engagement name, invoice number, reason, and relevant dates. Request within 14 calendar days of the issue. We acknowledge requests within 2 business days and normally decide within 7 business days.

Processing and method

Approved refunds are returned to the original payment method unless law or practical constraints require an agreed alternative. We initiate payment within 10 business days; banks may take additional time. No refund exceeds the amount paid for the affected work.

Legal rights

Nothing in this policy removes rights that cannot be excluded under applicable Thai law. Contact us promptly so we can consider exceptional circumstances fairly.