Legal
Refund and cancellation policy
Last updated: 1 September 2026. This policy applies to advisory engagements offered by Kernel Gridhub Co., Ltd.
Eligibility
Refunds apply to prepaid fees for reactivation and win-back analytics engagements when cancellation or scope change meets the conditions below. Informational website rates are not purchases by themselves.
Timeframe to request
Send refund or cancellation requests to hello@kernel-gridhub.digital as soon as you know your plans have changed. We confirm receipt within two business days.
Full refund
If you cancel more than ten business days before a scheduled Cohort Clinic day or assessment kickoff, and no substantive analysis has started, prepaid fees are refunded in full.
Partial refund
If work has begun — for example cohort sorting started or interview recruitment opened — we refund the unused portion after deducting documented hours and third-party interview incentives already committed. Message review cycles already delivered are not refunded.
Non-refundable items
- Completed briefings, delivered action sheets, and finished message reviews
- Interview incentives already paid to participants
- On-site room or travel costs booked at your request and already incurred
Deposits
The 40% deposit on assessments and interview projects secures the start date. Deposits become non-refundable once analysis or recruitment has started, except where we cancel for our own scheduling reasons.
Cancellation and rescheduling
You may reschedule a Cohort Clinic day once without fee if you give at least five business days’ notice. Later changes may incur a rescheduling fee of 10% of the day rate. Pulse Check quarters can be shifted by mutual agreement within the same calendar quarter.
No-shows
If your attendees do not join a confirmed Clinic or briefing within thirty minutes of the start time without notice, the session is treated as delivered for that day and fees for the day are due.
Work already started
When exports have been cleaned or draft findings prepared, those hours are billed even if you pause the engagement. We can pause remaining work and credit unused prepaid amounts toward a restart within six months.
Refund process and timing
Approved refunds are processed to the original payment method within fourteen business days after written approval. Bank transfer refunds inside Thailand usually clear faster; international transfers may take longer depending on your bank.
How to contact us
Refund requests: hello@kernel-gridhub.digital · 025858496 · Street: 43/8 Pracharaj 1; City: Bang Su; State/province/area: Bangkok; Zip code: 10800; Country calling code: +66; Country: Thailand