Refund & Cancellation Policy

1. Scope of This Policy

This Refund and Cancellation Policy applies to all professional technical advisory services, code audits, telemetry architecture reviews, and retainer agreements provided by Cloud Vertex Hub Co., Ltd. (“Company”, “we”, “us”).

Because our services consist of dedicated engineering time, specialized code decompilation, and custom technical report deliverables, policies are structured around engineering milestones and commenced labor.

2. Pre-Engagement Cancellation & Initial Deposits

• Prior to Repository Onboarding / Work Commencement: If a Client cancels an engagement in writing at least five (5) business days prior to the agreed project start date (defined as repo access grant or binary delivery), any upfront retainer deposit paid will be refunded in full, minus an administrative banking processing fee of 5% ($150 minimum).
• Within 5 Days of Scheduled Start Date: Cancellations made within five (5) business days of scheduled commencement are eligible for a 75% refund of the initial deposit to account for reserved engineering capacity.

3. Engagements in Progress (Work Commenced)

Once an audit or advisory engagement has commenced (static binary analysis started or physical testbed hardware provisioned):

• Partial Refund Pro-Rating: If a Client terminates an active engagement before final deliverable handover, fees will be calculated based on the actual verified engineering hours logged up to the written date of termination at our standard hourly consulting rate ($180 USD/hr).
• Completed Milestones: Phases that have been completed and delivered (such as Phase 1 Static Dependency Mapping or Phase 2 Dynamic Traffic Capture) are non-refundable.
• Final Deliverable Delivery: Once the final Audit Report, remediation code pull requests, and store compliance package have been transmitted, fees for that engagement are non-refundable.

4. Rescheduling Engagements

• Client Rescheduling: A Client may reschedule an audit start date up to two (2) times without penalty, provided written notification is received at least three (3) business days prior to the start date.
• Delays in Client Materials: If an engagement is delayed due to late delivery of repository access, signing keys, or test credentials exceeding ten (10) business days, Cloud Vertex Hub reserves the right to pause the engagement and reschedule based on subsequent auditor availability.

5. Refund Request Process & Timelines

To initiate a formal refund or cancellation request:

1. Written Notice: Submit an email request to info@cloud-vertexhub.click referencing your SOW number, company name, and reason for cancellation.
2. Review & Audit Log Reconciliation: Our practice director will review the logged engineering hours and deliverable milestones within three (3) business days.
3. Refund Method & Processing: Approved refunds will be processed using the original method of payment (international wire transfer or corporate card) within seven (7) to ten (10) business days following mutual written agreement.

6. Inquiries & Practice Contact

For questions regarding Statement of Work terms, invoicing, or refund eligibility:

• Entity: Cloud Vertex Hub Co., Ltd.
• Office: Office 10, 48 Sample Avenue, Chiang Rai 00000, Thailand
• Email: info@cloud-vertexhub.click
• Direct Line: +66 53 000 218