Refund Policy

This Refund Policy applies to paid Query Linkhub engagements for engagement heatmapping: Interface Heat Studies, Friction Corridor Audits, Attention Briefings, and Heatmap Monitoring Retainers. The Site does not process payments; refunds relate to fees paid under a written quote, invoice, or statement of work.

Eligibility

Refunds are available when work has not started as scheduled, when we cancel an engagement we cannot deliver, or when a written agreement explicitly allows a refund for unused prepaid retainer hours. Deposits may be partially refundable as described below.

Timeframe to request

Request a refund in writing within 14 days of the invoice payment date or within 7 days of a cancelled session date, whichever applies. Later requests are reviewed case by case and may be declined if substantial work has already been delivered.

Full refunds

• We cancel a scheduled kickoff or workshop-style scoping session and cannot offer a suitable alternative date within 30 days.
• You cancel in writing at least 7 full days before a study start date and no preparatory analysis has been delivered.
• A prepaid retainer month is unused in full because we failed to provide the agreed monthly memo and briefing without a makeup window.

Partial refunds

• You cancel a scoped study between 3 and 6 days before the start date: up to 50% of the session or kickoff fee may be refunded; prepaid preparation already completed may be deducted.
• A briefing or corridor audit is stopped after kickoff but before the draft deliverable: we refund the unused portion after deducting discovery and analysis hours already performed, billed at the rates in the statement of work.
• Retainers cancelled mid-month: unused days may be credited or refunded proportionally if no monthly deliverable has been issued.

Non-refundable items

• Completed heat studies, delivered attention briefings, and completed corridor audits.
• Work already started on overlay review, screen annotation, or stakeholder interviews once materials have been shared with you.
• Third-party costs we pre-approved with you in writing (for example, venue rental for an on-site workshop), once incurred.
• Deposits marked non-refundable in the statement of work when cancellation occurs within 48 hours of a session.

Cancellation and rescheduling

You may reschedule a kickoff or study workshop once at no charge with at least 5 days’ notice. Later reschedules may incur a reschedule fee of up to 20% of the session fee. No-shows for scheduled sessions without notice are charged in full. For briefings and audits, timeline changes are agreed in writing and may adjust delivery dates without automatic refund.

Deposits and no-shows

Engagements may require a deposit to reserve dates. Deposits are applied to the final invoice. If you do not attend a confirmed session and do not notify us at least 24 hours prior, the deposit is forfeited and remaining session fees remain due unless we agree otherwise in writing.

Work already started and materials

When analysis, interviews, or drafting has begun, fees for that effort are earned. We do not refund for materials created specifically for your engagement (annotated screens, heat stories, briefing sections) once shared with you, even if you later decide not to proceed with remaining phases.

Refund process and timing

Email hello@query-linkhub.digital with your invoice number, engagement name, and reason. Approved refunds are processed within 14 business days to the original payment method where possible. Bank transfers may take additional clearing time depending on your institution.

Refund method

Refunds are issued via the same method used for payment (bank transfer or other agreed channel). We do not issue cash refunds at our Bangkok address unless expressly arranged.

Exceptions

Nothing in this Policy limits non-waivable consumer rights under Thai law. If a signed agreement conflicts with this Policy, the signed agreement controls for that engagement.

Contact for refund requests

Query Linkhub, 120/85-86 Rajaprarop Road, Thanonphayathai, Bangkok, 10400, Thailand. Phone: +66 2 252 8295. Email: hello@query-linkhub.digital.