Refund & cancellation policy
This policy applies to paid engagements with System Nestpoint for warehouse pick-pack analysis, floor studies, productivity dashboard commissions, slotting reviews, and handover reporting setup. It does not cover goods retail or software subscriptions, which we do not sell.
Eligibility
Fees already paid may be refunded in full or in part when cancellation meets the conditions below and work has not progressed beyond the stated thresholds. Informal website enquiries without a signed proposal carry no fee and need no refund.
Timeframe to request
Refund requests must be emailed to info@system-nestpoint.click within fourteen days of the event giving rise to the request (for example, cancellation confirmation or our notice that we cannot complete the work).
Full refund
A full refund of amounts paid is available if you cancel in writing more than ten business days before the first scheduled on-site day and we have not yet begun substantive preparation (such as drafting metric dictionaries or reviewing your data extracts).
Partial refund
If you cancel between ten and three business days before the first on-site day, we retain up to forty percent of the engagement fee for reserved analyst time and refund the remainder of amounts paid. If on-site observation has started, fees for completed days are non-refundable; unused prepaid days may be refunded on a pro-rata basis minus documented expenses.
Non-refundable items
- Completed observation days and delivered findings briefs
- Third-party costs already incurred with your written approval (for example, specialised access passes)
- Deposits marked non-refundable in the signed proposal after preparation has begun
Deposits
Engagements typically require a deposit stated in the proposal. Deposits secure calendar time. They become non-refundable once preparation or floor days begin, except where we cancel for reasons within our control.
Cancellation by us
If we cancel because of illness, safety concerns on site, or capacity issues on our side, you may choose a full refund of amounts paid for undelivered work or a rescheduled window at no extra fee.
Rescheduling
You may reschedule once without charge if you give at least five business days’ notice. Later reschedules may incur a fee of up to fifteen percent of the engagement value to cover roster changes.
No-shows
If site access is not provided on a booked day without timely notice, that day is charged as delivered and is not refundable.
Work already started
Dashboard commission work that has produced agreed view designs or metric dictionaries is charged for the stages completed. Remaining prepaid stages may be refunded if you stop the project in writing.
Purchased materials
If a proposal includes printed materials or physical measurement tools bought for your site, those items are non-refundable once ordered.
Refund process and timing
Approved refunds are processed to the original payment method within fourteen business days of approval. We will confirm the amount in writing before transfer.
Contact for refund requests
info@system-nestpoint.click · +8522168421192 · Lok Lane, Hong Kong, Hong Kong