Refund and cancellation policy
This policy applies to professional engagements booked with Filespringbase—reviews, briefings, attribution checkups, and seasonal conversion watches.
Eligibility
Refunds relate to fees paid for a specific engagement. This site does not sell physical products or software subscriptions.
Deposits and full payment
Reviews and briefings typically require a 40% deposit to reserve a start date. The balance is due before the walkthrough or on the date stated in the proposal. Seasonal watches invoice weekly in arrears for days already covered.
Cancellation by you
- More than ten business days before the agreed start: deposit refunded minus any non-recoverable third-party costs we have already incurred with your approval.
- Five to ten business days before start: 50% of the deposit is retained; the remainder is refunded.
- Fewer than five business days before start, or after access briefing has begun: deposit is non-refundable. Fees for work already performed are due.
Rescheduling
One reschedule with at least five business days’ notice is allowed without penalty, subject to our calendar. Later or repeated reschedules may require a new deposit or adjusted fee.
No-shows
If your nominated owners miss the scheduled walkthrough without twenty-four hours’ notice, we may charge a reschedule fee of HK$2,800 or treat the engagement as delivered if materials were already shared.
Work already started
Once event capture, sample-order validation, or data pulls have begun, fees for completed stages are payable even if you pause the engagement. We will provide a partial deliverable reflecting work done where practicable.
Partial refunds
If we cannot complete an engagement for reasons within our control, you may receive a partial refund proportional to unfinished stages, or a credit toward a later engagement, at your choice.
Non-refundable items
- Completed walkthroughs and delivered findings briefs
- Weekly seasonal-watch fees for weeks already monitored
- Approved out-of-pocket costs (for example printed leave-behinds you requested)
Refund process and timing
Email info@filespringbase.click with your engagement reference and reason. We confirm eligibility within five business days and process approved refunds within fourteen business days to the original payment method where possible.
Contact
Tonnochy Towers Wan Chai, Wan Chai District, Hong Kong · +85228771163 · info@filespringbase.click