Refund and cancellation policy


<article class="legal prose">
  <h1>Refund and cancellation policy</h1>
  <p>Last updated: 20 August 2026. This policy applies to paid System Nestcore engagements for supply chain analytics and vendor lead-time reporting. It does not cover physical product retail or software subscriptions, which we do not sell.</p>

  <h2>Eligibility</h2>
  <p>Refunds depend on how far the engagement has progressed and whether the deposit window or work-start conditions in your confirmation email have been met.</p>

  <h2>Timeframe to request</h2>
  <p>Cancellation or refund requests should be emailed to <a href="mailto:info@system-nestcore.click">info@system-nestcore.click</a> within 7 days of the event giving rise to the request (for example, a schedule change or delivery dispute), and no later than 14 days after deliverable handover for quality concerns.</p>

  <h2>Full refund</h2>
  <p>A full refund of amounts paid is available if you cancel in writing before we begin data intake and before any scheduled kickoff, provided we have not reserved analyst time that cannot be reallocated. If we cancel an engagement for reasons solely within our control and no mutually agreed alternative date is set, you receive a full refund of fees paid for that engagement.</p>

  <h2>Partial refund</h2>
  <p>If work has started (intake meetings held, data received, or visualisations drafted) and you cancel, we refund the unused portion after deducting time already spent at the rates implied by your quote, with a minimum deduction equal to the 40% deposit where that deposit was paid.</p>

  <h2>Non-refundable items</h2>
  <ul>
    <li>Completed delay briefings once the brief and charts have been delivered</li>
    <li>Third-party data extraction fees expressly listed as pass-through costs in your quote</li>
    <li>Walkthrough sessions already held</li>
  </ul>

  <h2>Deposits</h2>
  <p>A 40% deposit typically secures a start date. Deposits become non-refundable once intake begins, except where we cancel without offering a reasonable reschedule.</p>

  <h2>Rescheduling</h2>
  <p>You may reschedule a kickoff or walkthrough once at no charge with at least 3 business days’ notice. Later changes may incur a rescheduling fee of HKD 1,200 to cover calendar disruption.</p>

  <h2>No-shows</h2>
  <p>If you miss a confirmed walkthrough without 24 hours’ notice, that session is treated as delivered for fee purposes. A replacement session may be booked at the briefing rate then in force.</p>

  <h2>Work already started</h2>
  <p>Draft charts and working notes prepared before cancellation remain our working materials. Paid portions of completed analysis may be provided in their then-current form if useful and if fees for that portion are settled.</p>

  <h2>Purchased materials</h2>
  <p>If an engagement requires purchase of external shipment datasets on your instruction, those costs are non-refundable once ordered.</p>

  <h2>Refund process and timing</h2>
  <p>Approved refunds are processed to the original payment method within 14 business days of written approval. Bank processing times may add several days.</p>

  <h2>How to request</h2>
  <p>Email info@system-nestcore.click with your engagement reference, reason, and preferred resolution. Phone +85223016236 or write to Tern Plaza, Tsim Sha Tsui, Hong Kong for follow-up.</p>

  <h2>Exceptions</h2>
  <p>Statutory rights that cannot be waived under Hong Kong law remain unaffected. Engagement confirmations may include additional terms for multi-cycle retainers; where conflict exists, the confirmation controls for that engagement.</p>
</article>