Refunds & cancellations

This policy applies to professional engagements described on this site — financial audits of know-your-customer applications, beneficial-ownership trail reviews, pre-inspection readiness reviews, and remediation support visits. It does not cover physical products or online subscriptions, which we do not sell.

Deposit & fee structure

Most engagements require a 30% deposit after the engagement letter is signed to reserve auditor calendar time. Remaining fees are invoiced on milestones or on delivery of the findings memo, as stated in the letter.

Cancellation by the client

• More than 10 business days before fieldwork starts: deposit refundable minus a 10% administrative fee for scheduling and access planning already completed.
• 5–10 business days before fieldwork: 50% of the deposit is retained; the balance is refunded.
• Fewer than 5 business days before fieldwork, or after file access has begun: deposit is non-refundable. Work already performed is billed at the agreed rates and is payable even if the engagement stops early.

Cancellation by Mind Query Hub

If we must cancel for reasons within our control (for example, sudden unavailability of the named engagement lead without a suitable replacement), you may choose a full refund of amounts paid for undelivered work or a rescheduled date at no extra scheduling charge.

Rescheduling

One reschedule with at least 5 business days’ notice is usually accepted without fee if alternative dates exist within 30 days. Shorter-notice reschedules or repeated moves may incur a rescheduling charge stated in the engagement letter.

Partial refunds & work already started

If fieldwork or desk testing has started and you end the engagement, fees for days worked and proportionate write-up time remain due. Unused prepaid day-rate blocks for remediation visits are refundable if cancelled with at least 5 business days’ notice; later cancellations forfeit the prepaid days.

Non-refundable items

• Complimentary scoping calls (no charge applies)
• Third-party costs expressly approved by you (for example, courier of sealed files or room hire at your request)
• Finalised findings memos once delivered

No-shows

If client contacts fail to provide agreed access on a booked fieldwork day without timely notice, that day may be charged as delivered.

Refund method & timing

Approved refunds are returned via the original payment method where possible, or by bank transfer to the institutional account on the engagement letter. Processing typically takes 10–15 business days after written approval.

How to request a refund or cancellation

Email info@mindquery-hub.digital with your engagement reference, organisation name, and reason. Phone: +66 2 555 8590. Office: Level 9, 52 Wireless Road, Pathum Wan, Bangkok 10330.

Exceptions

Mandatory statutory rights under Thai law, where applicable, remain unaffected. Engagement letters may set stricter notice periods for inspection-driven sprints; the letter controls when it states a special schedule.