Refund Policy

This policy applies to consulting engagements with Digital Service Platforms for application analytics and service platform optimization. It does not cover physical products, subscriptions, or third-party software licenses we do not sell.

Eligibility

Fees are tied to scoped professional services. Refunds are considered when we cancel an engagement before substantive work begins, or when we fail to deliver agreed milestones for reasons within our control and cannot remediate within a reasonable period.

Timeframe

Refund requests must be submitted in writing within 14 days of the invoice date for pre-start cancellations, or within 14 days of the missed milestone date for delivery issues. Contact hello@digitalserviceplatforms.digital or +852 2312 0063.

Full and partial refunds

If work has not started and no discovery sessions have occurred, prepaid fees may be refunded in full minus any non-recoverable third-party costs expressly approved by you in writing. If discovery or analysis has begun, we may issue a partial refund reflecting hours and deliverables already provided.

Non-refundable items

Completed deliverables (written audits, path reviews, reporting frameworks already handed over), completed working sessions, and deposits that secured a start date within 5 business days are generally non-refundable once the reserved window has passed, unless we cancel.

Deposits

Engagements may require a deposit to reserve capacity. Deposits are applied to the final invoice. Unused deposit balances after a mutual cancellation before start are refundable; after start, deposits are applied to work performed first.

Cancellation and rescheduling

You may reschedule a kickoff or working session once with at least 3 business days’ notice at no fee. Later changes or no-shows may forfeit the session fee for that block. Either party may cancel an unused future phase in writing; fees for unfinished future phases that were prepaid are refundable after deducting completed work.

Work already started

Once instrumentation review, data analysis, or drafting of findings has begun, fees cover time spent. We will document progress and calculate any partial refund against remaining unused prepaid amounts.

Purchased materials

If an engagement requires purchased data exports or tooling access fees that you pre-approved, those costs are non-refundable once incurred.

Process and method

Approved refunds are processed to the original payment method within 14 business days of written approval. Bank transfer refunds to Hong Kong accounts typically clear faster; international transfers may take longer depending on your bank.

Exceptions

Statutory rights under Hong Kong law that cannot be waived remain available. Engagement confirmations may set stricter commercial terms for multi-phase programs; where they conflict with this page on timing only, the confirmation controls for that engagement.