Refund and cancellation policy

Eligibility

This policy applies to paid reporting engagements with Service Nestbase, including monthly port activity briefs, berth utilization assessments, disruption impact memos, and cargo throughput visual packs.

Timeframe

Refund requests should be emailed to info@service-nestbase.click within 14 days of the invoice date or before substantial drafting begins, whichever is earlier for one-off studies.

Full refunds

A full refund is available if we cancel an engagement for reasons on our side, or if you cancel in writing before we begin data collection for that period’s brief or study.

Partial refunds

If work has started — sources collected, charts drafted, or a review call held — we may refund the unused portion of fees after deducting time already spent, documented in writing.

Non-refundable items

• Completed monthly briefs already delivered for a closed reporting period
• Rush premiums on disruption memos once drafting has begun
• Third-party data fees purchased at your request and named in the scope
• Deposits on multi-month retainers after the first brief of the retainer has been delivered

Process

Email the engagement reference, reason for the request, and preferred refund method. We confirm eligibility within five business days.

Processing time and method

Approved refunds are returned via the original payment method within 14 business days where the bank rails allow. Bank transfers may take longer depending on your institution.

Cancellation and rescheduling

Monthly brief calendars can be shifted by mutual agreement with at least seven days’ notice before the data collection window. Missed client review deadlines may push delivery without automatic fee reduction.

No-shows and work already started

If a scheduled walkthrough or follow-up call is missed without 24 hours’ notice, we may charge for the reserved hour. Work already started on charts and narrative remains billable under the partial-refund rules above.

Exceptions

Statutory rights under Hong Kong law are not limited by this policy where they apply. Contact +85223867199 or 263 Castle Peak Rd Cheung Sha Wan, Sham Shui Po District, Hong Kong for escalation.