Refund and cancellation policy

This policy applies to professional services offered by Runtime Cloudhub Trade Marketing—such as route activation programs, merchandising standards work, distributor enablement workshops, and trade promotion design. This website does not sell physical products or process online checkout.

Eligibility

Refund requests are considered for prepaid fees when work has not started, or when we cancel an engagement we cannot deliver as agreed. Requests should be emailed to hello@runtime-cloudhub.digital with the proposal reference and reason.

Timeframe to request

Submit refund or cancellation requests within 14 days of payment for unused prepaid discovery or workshop fees, or within 7 days of a written cancellation notice for ongoing retainers—whichever is stated in your agreement if different.

Full and partial refunds

• Full refund — available when we have not begun scheduled work and no non-refundable third-party costs were incurred on your behalf.
• Partial refund — applied when discovery, fieldwork, or material preparation has started. We deduct fees for completed milestones and documented prep time.

Non-refundable items

• Completed workshops, ride-alongs, outlet audits, and delivered playbooks or briefs.
• Custom printed POS or sell-in kits already ordered or produced with your approval.
• Third-party venue, travel, or facilitator costs already committed with your written go-ahead.
• Deposits marked non-refundable in the signed proposal after work kickoff.

Deposits

Projects may require a deposit to reserve team capacity and schedule field days. Deposits are credited toward the final fee. After kickoff, deposits are generally non-refundable except where we cancel or fail to deliver the agreed start.

Cancellation and rescheduling

You may cancel or reschedule with written notice. Cancellations with at least 10 business days’ notice before a fixed workshop or field block typically allow rescheduling once without extra fee. Shorter notice may incur a rescheduling charge or forfeiture of the deposit portion tied to that block.

No-shows

If client stakeholders or agreed distributor participants fail to attend a confirmed session without timely notice, that session is considered delivered for fee purposes. We may offer a make-up session at additional cost subject to capacity.

Work already started

Once interviews, route analysis, outlet visits, or draft materials have begun, fees for completed portions remain due. Unused future phases may be cancelled with a partial refund or credit as outlined in your agreement.

Purchased materials

Approved POS kits, printed sell-in packs, and similar materials ordered for your program are non-returnable once production starts. If we cancel before production, related prepaid amounts are refunded.

Refund method and processing time

Approved refunds are returned via the original payment method when possible, or by bank transfer to a Thai account you nominate. Processing typically takes 10–15 business days after approval.

How to request

Email hello@runtime-cloudhub.digital or call +66 0-2651-5666 with your company name, invoice or proposal ID, and the relief you are requesting (refund, credit, or reschedule). We confirm receipt within three business days.

Exceptions

Where a signed statement of work specifies different commercial terms, that document prevails for the named engagement. Statutory rights under Thai consumer law, if applicable, are not limited by this policy.