Refund and cancellation policy
Last updated: 28 July 2026
This policy applies to paid application analytics engagements with connectcloud (audits, insight partnerships, instrumentation projects, and related advisory work). It does not cover physical goods or software licenses we do not sell.
Eligibility overview
Refunds depend on how much scoped work has started, whether a deposit was paid, and whether delays were caused by missing access or decisions on the client side. Final commercial terms in a signed statement of work override this page if they conflict.
Timeframe to request a refund
Send refund requests in writing to hello@connectcloud.digital within 14 days of the invoice date for prepaid unused work, or within 7 days of a disputed deliverable handoff. Include your company name, engagement title, and reason.
Full refunds
A full refund of prepaid fees is available if we cancel the engagement before kickoff, or if we cannot begin within the agreed start window for reasons solely within our control and you decline a reschedule.
Partial refunds
If you cancel after kickoff, we invoice for work completed (research hours, analysis already produced, workshops held) and refund any unused prepaid balance. Completed milestones listed in the statement of work are non-refundable once accepted or deemed accepted after five business days without written objection.
Non-refundable items
- Completed analysis readouts and written deliverables already delivered
- Third-party tool costs purchased on your behalf with prior written approval
- Time spent waiting on access when the calendar hold was reserved exclusively for your engagement and you were notified
- Monthly insight partnership fees for months already underway after the cancellation notice period
Deposits
Projects may require a deposit to reserve start dates. Deposits are applied to the final invoice. If you cancel more than 10 business days before the scheduled kickoff, the deposit is refundable minus a reasonable admin fee disclosed in the proposal. Cancellations inside 10 business days forfeit the deposit unless we fill the slot with another paid engagement of similar size.
Cancellation by client
You may cancel by email. Monthly partnerships require 30 days’ written notice; the current month remains billable. Project work stops at the next safe handoff point after notice.
Cancellation by connectcloud
We may cancel if required access is not provided after reasonable reminders, if scope changes make the engagement unsafe or unethical, or for non-payment. In those cases we bill for completed work and refund unused prepayment where applicable.
Rescheduling
You may reschedule a kickoff once without fee if notice is given at least five business days ahead. Later reschedules may incur a fee reflecting reserved analyst time. Experiment readout slots booked against a release date should be moved promptly if the release slips.
No-shows
Missed workshops or readout calls without 24 hours’ notice are counted as delivered for that session. We will offer one courtesy reschedule when feasible.
Work already started
Once data pulls, instrumentation audits, or analysis notebooks have begun, that portion is billable even if you later pause the engagement. We will provide a summary of work to date upon written request after settlement of outstanding fees.
Purchased materials
If we purchase approved datasets, connectors, or temporary tool seats for your project, those costs are pass-through and non-refundable once incurred.
Refund method and processing time
Approved refunds are returned via the original payment method when possible, or bank transfer to a Korean account you designate. Processing typically completes within 10–15 business days after approval.
Exceptions
Mandatory consumer protections under Korean law apply where they cannot be waived. For enterprise agreements with custom cancellation schedules, the signed contract controls.
Contact for refund requests
2293-2, Gwanghwamunucheguksaseoham, Jongro-gu, Seoul, Korea · +82-4-047-4334 · hello@connectcloud.digital