Refund & Cancellation Policy

This policy applies to Kernel Gridhub consulting engagements for commerce app analytics—funnel readouts, diagnostics, catalog reviews, and retainers. It does not cover physical products, software licenses, or online checkout purchases, which we do not sell on this site.

Eligibility

Refunds are considered for prepaid fees when work has not started, or when we cancel an engagement we cannot deliver. Informational prices on the website are not invoices; refunds apply only to amounts actually paid under a confirmed statement of work.

Timeframe

Request a refund in writing within 14 days of payment if work has not begun, or within 7 days of a schedule change that makes the engagement impossible for reasons we cause. Later requests are reviewed case by case.

Full and partial refunds

• Full refund: prepaid project or workshop fee when we cancel, or when you cancel at least 10 business days before the first scheduled session and no preparatory work has been delivered.
• Partial refund: if preparatory work (event inventory, draft readouts, segment definitions) has started, we may retain a reasonable portion reflecting hours already spent and refund the balance.

Non-refundable items

Completed deliverables, finished facilitation sessions, delivered diagnostic reports, atlas or readout packs already handed off, and retainer months already begun are not refundable. Third-party tool or venue costs booked at your request are non-refundable once incurred.

Process

Email hello@kernel-gridhub.digital with your engagement reference, payment date, and reason. We confirm receipt within three business days and state the refund decision and amount.

Processing time and method

Approved refunds are returned via the original payment method within 14 business days of approval, or by bank transfer to an account you nominate if the original method is unavailable.

Cancellation and rescheduling

You may reschedule a facilitated review once without fee if notice is given at least 5 business days before the start date. Later reschedules may incur a fee covering facilitator hold time. Cancellations inside 5 business days may forfeit the deposit.

Deposits

Deposits secure calendar time. They are applied to the final invoice. Deposits become non-refundable when cancellation falls inside the window above or after preparatory work is delivered.

No-shows

If your team does not attend a confirmed session without prior notice, that session is treated as delivered and is not refundable.

Work already started

For readouts and diagnostics, “started” means we have begun reviewing your analytics access, events, or drafts. Hours completed are billed; unused prepaid balance may be refunded or credited toward a revised scope.

Purchased materials

Printed workshop materials or licensed templates prepared specifically for your engagement are non-refundable once produced.

Retainers

Monthly retainers renew as agreed in writing. Cancel with at least 15 days’ notice before the next billing month. The current month is not refunded once it has begun.

Contact for refund requests

Kernel Gridhub · 61/2 Soi Sai Nam Thip, Sukhumvit Soi 22, Bangkok, 10110, Thailand · +66 2 259 7138 / 90 · hello@kernel-gridhub.digital