Mindstackpoint

Legal

Refund and cancellation policy

Last updated: 11 August 2026

Scope

This policy applies to professional services offered by Mindstackpoint—LTV diagnostic reviews, cohort retention mapping, payback window briefs, and LTV insight retainers. It does not cover third-party software licenses or tools you purchase separately.

Eligibility and timeframe

Refund requests must be submitted in writing to hello@mindstackpoint.digital within 14 days of the invoice payment date, or before kickoff—whichever comes first—unless a statement of work specifies a different window.

Full refunds

A full refund is available if we have not started scheduled work and you cancel at least 5 business days before the agreed kickoff or briefing date. “Started work” includes event audits, stakeholder interviews, or substantive cohort review already performed.

Partial refunds

If work has begun but deliverables are incomplete, we may issue a partial refund equal to fees paid minus time and materials already used, billed at the rates in your agreement. Completed milestones (for example, a delivered calculation outline) are non-refundable.

Non-refundable items

  • Completed briefing sessions and delivered written reports or briefs
  • Retainer months already underway once the monthly period has started
  • Deposits securing a reserved review window within 5 business days of the session
  • Third-party costs we advanced with your written approval (for example, specialized data exports)

Cancellation and rescheduling

You may reschedule a briefing once at no charge with at least 3 business days’ notice. Later changes or no-shows may forfeit the deposit or session fee for that date. We will offer a replacement slot when capacity allows.

Work already started and materials

Analysis already performed, drafts prepared, and prepared datasets remain billable. Client-purchased materials or tool seats remain your responsibility and are outside this refund policy.

Refund process and timing

Email your request with the invoice number and reason. We confirm eligibility within 5 business days. Approved refunds are returned via the original payment method within 10–15 business days after approval. Bank processing times may vary.

Insight retainers

Monthly retainers renew until cancelled with 15 days’ written notice before the next billing period. Unused days in a started month are not prorated unless we terminate the engagement early for our convenience.

Exceptions

If we cancel an engagement for reasons other than your breach, you receive a full refund of amounts paid for undelivered work. Statutory rights that cannot be waived under Thai law remain unaffected.

Contact for refund requests

Mindstackpoint, 164 Issaraparb, Ban Chang Lor Noi, Ban Chang, Bangkok, 10700, Thailand, +66 2 866 2034, hello@mindstackpoint.digital.