Refund & cancellation policy

This policy applies to paid Apienginepoint engagements for KPI scorecard design, workshops, facilitation retainers, and metric governance work. It does not cover software subscriptions or physical goods—we do not sell those.

Refund eligibility

Refunds are available when we cancel an engagement, when agreed deliverables are not provided for reasons within our control, or when you cancel within the windows below. Fees already earned for completed workshop days or delivered artefacts are not refundable.

Timeframe to request a refund

Submit refund requests within 14 days of the event giving rise to the claim (for example, a cancelled kickoff or missed deliverable date). Use hello@apienginepoint.digital with your invoice number and a short description.

Full and partial refunds

• Full refund: if you cancel at least 10 business days before the first scheduled workshop or kickoff, and no substantive work has started.
• Partial refund (50% of remaining prepaid fees): if you cancel between 5 and 9 business days before the first session, provided materials have not yet been customised beyond discovery notes.
• No refund of prepaid fees: for cancellations within 4 business days of the first session, or after custom scorecard drafting has begun.

Non-refundable items

Discovery call time that was offered complimentary remains complimentary. Paid discovery deep-dives, completed workshop days, delivered definition sheets, and facilitation sessions already held are non-refundable. Third-party venue fees booked at your request are non-refundable once incurred.

Deposits

Fixed-fee projects typically require a 40% deposit to reserve dates. Deposits become non-refundable once we begin scorecard drafting or within 4 business days of the first session, whichever comes first. Otherwise deposits follow the full/partial rules above.

Monthly facilitation retainers

Retainers renew monthly. Cancel with at least 15 days’ written notice before the next billing period. The current month is charged in full; unused future months prepaid in advance are refunded on a pro-rata basis within 14 business days.

Rescheduling

You may reschedule a workshop once at no charge with 5 or more business days’ notice. Later reschedules may incur a THB 5,000 scheduling fee to cover facilitator hold time. We will offer a new date within 30 days where calendars allow.

No-shows

If key participants do not attend a confirmed session without 24 hours’ notice, the session is marked delivered and is non-refundable. We may offer a single makeup session at 50% of the session fee at our discretion.

Work already started

Once custom KPI definitions, scorecard layouts, or stakeholder interviews have started, fees cover work performed to date on a reasonable-effort basis. Remaining prepaid amounts for unfinished phases may be partially refunded after deducting time already invested, documented in writing.

Purchased materials

Printed workbooks or materials ordered specifically for your cohort are non-refundable after ordering. Digital templates delivered under the engagement remain usable by your organisation per the statement of work and are not “returned.”

Refund process & method

Approved refunds are processed within 14 business days to the original payment method where possible, or via bank transfer to a Thai account you nominate. Processing times at your bank may add several days.

Exceptions

If we cannot staff a confirmed engagement and no suitable alternative date is available within 30 days, you receive a full refund of amounts paid for undelivered work. Force majeure events may delay sessions; refunds then follow mutual written agreement.

How to contact us about refunds

Email hello@apienginepoint.digital or call 029 381 546. Postal correspondence: Ratchadaphisek Road, Chatuchak, Bangkok, 10900, Thailand. We acknowledge refund requests within 3 business days.