Refunds & rescheduling
These terms apply to paid analytics engagements with Maplebase Commerce Prism Co., Ltd.—diagnostics, cohort studies, briefings, and channel reads. They do not cover physical goods or software subscriptions, which we do not sell on this site.
Eligibility
Refunds depend on how far the engagement has progressed and whether a deposit or full fee was collected under a written estimate.
Timeframe to request
Refund requests must be emailed to hello@panel-maplebase.click within 14 days of the triggering event (cancellation notice, missed kickoff caused by us, or delivery failure).
Full refund
A full refund applies if we cancel before kickoff, or if we fail to deliver the agreed written deliverable within the timeline stated in the estimate after reasonable client cooperation, and no usable draft has been provided.
Partial refund
If you cancel after kickoff but before the findings briefing, we refund the unused portion after deducting work already performed (data cleaning, interim maps, draft slides) at the rates implied by the estimate. Once the findings briefing has occurred, fees are earned in full.
Non-refundable items
- Third-party data extraction fees paid on your behalf with prior approval
- Completed Sales Performance Briefing sessions that already took place
- Administrative banking fees charged by payment institutions when a refund is issued
Deposits
Engagements typically require a 40% deposit to reserve calendar time. The deposit is credited toward the final fee. It becomes non-refundable once cleaning of your exports has begun, except when we cancel.
Cancellation & rescheduling
You may reschedule a live briefing once without fee if you give at least 48 hours’ notice. Shorter notice or a second reschedule may incur a 1,500,000 VND calendar fee. No-shows for briefings forfeit that session’s allocated time without an automatic makeup slot.
Work already started
Hours spent aligning vocabulary, cleaning exports, and drafting funnel maps are billable even if you pause the project. We provide a short status note of completed work with any partial refund calculation.
Process & timing
Email the engagement name, invoice reference, and reason. We confirm receipt within two business days and aim to complete approved refunds within 10 business days via the original payment method when possible, otherwise by bank transfer to a Vietnamese account you nominate.
Contact
Refund desk: hello@panel-maplebase.click · 08 3785 2951 · 1240C Huynh Tan Phat, Tan Phu Ward, District 7, Ho Chi Minh City.