Refund and cancellation policy
Last updated: 1 June 2026. This policy applies to paid trade marketing engagements with Query Cloudcore Trade Marketing (shelf audits, planogram work, POS kits, and in-store activation support). It does not cover products, shipping, or online checkout—we do not sell goods or process payments on this website.
Eligibility
Refunds apply only to fees paid under a written proposal or invoice for our services. Indicative website prices are not charges. Eligibility depends on how much scheduled work has started and whether materials or third-party bookings were already committed with your approval.
Timeframe to request
Request a refund or cancellation in writing to hello@query-cloudcore.digital within 14 days of the payment date for unused prepaid work, or as soon as you need to cancel a scheduled store visit. Later requests are reviewed case by case.
Full refund
A full refund of a deposit or prepaid fee is available when we have not yet begun fieldwork, creative production, or retailer coordination on your behalf, and you cancel at least 7 days before the first scheduled store visit or kickoff date stated in the proposal.
Partial refund
If work has started—briefing calls completed, store visits begun, drafts delivered—we may refund the unused portion after deducting time already spent at the rates in the proposal, plus non-recoverable costs you approved (for example, travel booked for remote store clusters or specialty print proofs).
Non-refundable items
- Completed store audits and delivered reports.
- Final planogram files and POS artwork packs once handed over.
- Activation days already staffed or materials already printed with your sign-off.
- Third-party costs paid on your behalf that cannot be recovered.
Refund process
Email hello@query-cloudcore.digital with your company name, invoice or proposal reference, and reason. We confirm receipt within 3 business days and outline the proposed refund amount.
Processing time and method
Approved refunds are processed within 14 business days to the original payment method or another method we both agree in writing. Bank transfer fees charged by your bank are outside our control.
Cancellation
You may cancel an engagement by written notice. If cancellation falls within 7 days of a scheduled visit, we may charge for reserved field time that cannot be reassigned.
Rescheduling
Store visits may be rescheduled once at no charge with at least 5 business days’ notice, subject to retailer access. Later changes may incur a rescheduling fee stated in the proposal.
Deposits
Deposits secure dates and preparation time. They are credited toward the final fee. Deposit refunds follow the full and partial rules above.
No-shows
If your team fails to provide agreed store access or on-site contacts for a booked visit without timely notice, that visit may be marked complete for billing purposes and is not refundable.
Work already started
Time spent on analysis, layouts, copy, and coordination after kickoff is billable. Unused future phases can be cancelled under the partial refund rules.
Purchased materials
When you approve print or fixture materials, those costs are non-refundable once ordered. Unused creative labour not yet started may still qualify for partial refund.
Exceptions
If we cancel for reasons within our control (for example, inability to staff agreed dates), you may choose a full refund of amounts paid for undelivered work or a new schedule at no rescheduling fee.
Contact for refund requests
Query Cloudcore Trade Marketing, 140/5 Suthisarn Samsaen Nai Phaya Thai, Bangkok, 10400, Thailand. Email: hello@query-cloudcore.digital. Phone: +66 (02) 279 8326.