Last Updated: August 2026

This Refund & Cancellation Policy outlines the terms under which Listener Vertex Grid Co., Ltd. (“Listener Vertex Grid”, “we”, “us”, or “our”) processes project cancellations, rescheduling requests, and refunds for professional advisory programs, telemetry audits, and diagnostic consultations.

Because our services consist of specialized analytical evaluations, bespoke data modeling, and dedicated senior consultant time, terms are structured around project milestones and resource allocation.

1. Advisory Scopes & Deposit Terms

  • Initial Booking Deposit: Standard diagnostic engagements (including the Comprehensive Feature Adoption Audit and Onboarding Funnel Diagnostic) require a 50% upfront deposit upon SOW execution to secure consultant scheduling and allocate analytical capacity.
  • Pre-Kickoff Cancellation Window: If a Client cancels an engagement in writing at least seven (7) calendar days prior to the scheduled kickoff date, the deposit is eligible for a full refund, minus a 5% administrative and banking transaction fee.
  • Late Cancellation (Within 7 Days of Kickoff): If cancellation occurs within seven (7) calendar days prior to the scheduled kickoff date, 50% of the initial deposit is retained to cover pre-engagement resource reservations and pipeline planning.

2. Work Already Started & In-Progress Audits

Once an engagement has commenced (marked by the formal Kickoff Discovery Meeting or the receipt of client telemetry datasets/database access):

  1. Phase 1 Cancellations (Telemetry Pipeline & Hygiene Stage): If a project is cancelled during the initial data review phase, the 50% initial deposit is retained as compensation for work completed. The remaining 50% final milestone invoice will not be issued.
  2. Phase 2 & 3 Cancellations (Funnel Modeling & Blueprint Stage): If cancellation is requested after behavioral cohort analysis or drafting of the diagnostic report has begun, fees are pro-rated based on verified hours expended and completed analysis stages up to the date of written cancellation notice.

3. Rescheduling & Engagement Postponements

We understand that software engineering priorities and release schedules may shift:

  • Advance Rescheduling: Clients may reschedule an audit start date up to two (2) times without penalty by providing written notice at least five (5) business days before the scheduled kickoff.
  • Data Availability Delays: If a client experiences internal delays in preparing event datasets or granting read-only analytics access, the engagement may be placed on temporary hold for up to thirty (30) days without additional charges.
  • Extended Inactivity / Client No-Show: If an engagement remains stalled due to client inactivity for greater than forty-five (45) consecutive days without mutual agreement, Listener Vertex Grid reserves the right to close the engagement and bill for completed milestones.

4. Completed Audits & Non-Refundable Items

Upon formal delivery of the final Diagnostic Report, Remediation Blueprint, and completion of the technical debrief workshops, analytical services are deemed fully rendered.

  • Completed advisory deliverables, delivered data models, and conducted workshops are non-refundable.
  • If a client believes a specific contractual deliverable outlined in the SOW was omitted or incomplete, Listener Vertex Grid will review the deliverables and provide reasonable supplemental analysis to satisfy the agreed scope at no additional cost within fourteen (14) days of notice.

5. Refund Request Process & Processing Times

To initiate a formal cancellation or refund review:

  1. Written Request: Submit a written notification via email to hello@listenervertexgrid.digital referencing your project SOW number, company name, and reason for cancellation.
  2. Evaluation & Confirmation: Our commercial team in Bangkok will review the engagement timeline, work completed, and acknowledge the request within two (2) business days.
  3. Processing Method & Timeframe: Approved refunds will be remitted to the original bank account used for payment via international wire transfer (SWIFT) or domestic bank transfer (THB) within ten (10) business days of final approval.

6. Contact Information

For questions regarding this policy or to submit a cancellation request, contact:

  • Entity: Listener Vertex Grid Co., Ltd.
  • Bangkok Office: Office 10, 72 Demo Road, Bangkok 00000, Thailand
  • Direct Telephone: +66 2 000 5410
  • Email: hello@listenervertexgrid.digital