Legal
Refund & rescheduling policy
These terms apply to paid hospitality analytics engagements with Datamatrixbase Co., Ltd. They do not cover products or delivery models we do not offer.
Eligibility
Refunds relate to professional service fees for scoped engagements (property reviews, portfolio comparisons, seasonal briefings, and guest-mix analysis). Website browsing is free of charge.
Timeframe
Refund requests should be sent in writing to hello@datamatrixbase.click within 14 days of the event giving rise to the request (for example, cancellation before kickoff).
Full refund
A full refund of amounts paid is available if Datamatrixbase cancels an engagement before work begins, or if the client cancels in writing at least 10 business days before the agreed kickoff date and no preparatory work has been delivered.
Partial refund
If cancellation occurs after kickoff but before the final brief is delivered, fees for completed stages (intake, analysis days already worked, draft materials) remain payable. Unused remaining stages may be refunded on a pro-rata basis at our reasonable assessment of work completed.
Non-refundable items
- Deposits once preparatory work has started (data intake review, definition workshops)
- Travel costs already incurred for confirmed on-site days, when booked with client approval
- Completed seasonal briefings and delivered final briefs
Refund process & timing
Approved refunds are processed to the original payment method within 14 business days of written approval. Bank transfer refunds may require additional details from the payer.
Cancellation & rescheduling
Clients may request one reschedule of the kickoff week without penalty if notice is given at least 7 business days in advance and the new date falls within 60 days of the original kickoff. Further reschedules may incur a scheduling fee of 10% of the engagement fee.
Deposits
A typical deposit of 40% reserves the kickoff week. Deposits are credited toward the final invoice. Forfeit rules follow the cancellation terms above.
No-shows
If the client’s nominated team fails to attend a scheduled working session without 48 hours’ notice, the session is marked delivered for scheduling purposes; a replacement session may be arranged at additional cost.
Work already started
Once extracts have been reviewed and definitions agreed, that stage is considered started. Refunds then follow the partial-refund rules.
Contact for refund requests
Email hello@datamatrixbase.click or call 077413774 with your engagement reference, payment date, and reason for the request.