Refund and cancellation policy

Scope

This policy applies to trade marketing services booked with Vector Cloudhub Trade Marketing — including in-store activations, shopper journey studies, POS program design, sampling campaigns, retailer engagement packs, and field support. It does not cover product retail, shipping of consumer goods, or online checkout, which this Site does not offer.

Deposits and confirmations

Work typically begins after a written brief and invoice are accepted. A deposit may be required to reserve host teams, store slots, or production slots. Deposits are credited toward the final fee unless otherwise stated in your agreement.

Cancellation by the client

• More than 14 days before the agreed start date: full refund of fees paid for work not yet started, minus documented third-party holds that cannot be recovered (for example, retailer booking fees already paid on your behalf).
• 7–14 days before start: 50% refund of the service fee for unused portions, or credit toward a rescheduled wave within 90 days.
• Fewer than 7 days before start: fees for reserved host days and prep already completed are non-refundable; unused future weeks may be rescheduled once if retailers allow.

Rescheduling

One reschedule within 90 days is usually available if store access remains possible. Additional retailer fees caused by the change are the client’s responsibility.

Work already started

Completed stages — research visits, creative concepts delivered, host training held, materials produced — are charged on a pro-rata basis and are not refundable. Materials printed or fabricated to your approved artwork cannot be returned for refund.

Purchased materials

POS kits, sampling kits, and print runs ordered with your approval are non-refundable once production has begun. Unused blank stock that we can reallocate may be credited at our discretion.

No-shows and store access

If hosts or auditors arrive as scheduled and are denied access for reasons outside our control (for example, missing retailer clearance on the client side), that day’s fee remains payable. We will help rebook where possible.

Partial refunds

If a multi-week wave ends early by mutual agreement, unused future weeks may receive a partial refund after deducting completed field days, reporting, and non-recoverable costs.

Non-refundable items

• Completed fieldwork and delivered reports
• Approved and produced POS or sampling materials
• Third-party retailer fees already disbursed
• Rush premiums for accelerated timelines

How to request a refund

Email hello@vector-cloudhub.digital or call +66 2 5846110 with your brief reference, invoice number, and reason. We confirm eligibility within 5 business days.

Processing time and method

Approved refunds are processed within 14 business days to the original payment method or another method agreed in writing. Bank processing times may add several days.

Exceptions

If we cancel a service for reasons within our control and cannot offer a suitable alternative date, you receive a full refund of amounts paid for the cancelled portion. Force majeure events affecting retail access are handled case by case with credit or reschedule options.