Refund and cancellation policy
Last updated: 29 July 2026
Scope
This policy applies to professional engagement analysis services sold by Cloud App Hub (baselines, pathway studies, journey mapping, and retention pulses). It does not cover software products, licences, physical goods, hosted dashboards, or online checkout — none of which are offered on this website.
Eligibility
Fees are refundable only as described below and only for engagements confirmed in a written proposal or engagement letter. Informational prices on the website are not invoices.
Timeframe to request a refund
Refund requests must be sent in writing to hello@cloudapphub.digital within 14 days of the event giving rise to the request (for example, cancellation before kick-off, or our written confirmation that we cannot complete scoped work).
Full refund
A full refund of fees paid for a discrete engagement applies if you cancel in writing before we begin fieldwork and before we have accessed client data rooms or telemetry exports, provided no deposit was designated as non-refundable in the engagement letter.
Partial refund
If work has started, we may refund the unused portion of fees after deducting time already spent on scoping, data intake, analysis, workshops, and drafting, billed at the rates in the engagement letter. Completed milestones are non-refundable.
Non-refundable items
- Completed analysis deliverables already issued (baseline packs, pathway notes, journey atlases, pulse briefings).
- Deposits labelled non-refundable in the engagement letter to reserve a start date.
- Third-party costs you pre-approved (for example, specialised data extraction support) once incurred.
- Time spent after you miss agreed data delivery deadlines when we held a reserved team slot.
Refund process
Email hello@cloudapphub.digital with your engagement reference, reason for the request, and preferred contact. We confirm receipt within five business days and state whether a full or partial refund applies.
Processing time and method
Approved refunds are processed within 14 business days using the original payment method where possible, or by bank transfer to an account you nominate in writing.
Cancellation and rescheduling
You may cancel or reschedule by written notice. Rescheduling more than ten business days before kick-off is usually accepted without charge. Inside ten business days, a rescheduling fee up to 20% of the engagement fee may apply if we cannot reallocate the reserved team.
Deposits
Engagements may require a deposit to reserve a start date. The engagement letter states whether the deposit is credited to the final invoice and whether any portion is non-refundable after a stated date.
No-shows
If kick-off or walkthrough meetings are missed without at least two business days’ notice and we cannot complete planned work in the reserved window, time held may be charged and is not refundable.
Work already started
Once telemetry or exports are under review or analysis has begun, fees for work performed to date are due. Unused prepaid amounts may be refunded on a partial basis as described above.
Purchased materials
We do not sell physical materials. Client-specific diagrams or templates created during an engagement remain deliverables governed by the engagement letter and are not separately refundable once delivered.
Exceptions
If we are unable to perform the scoped analysis for reasons solely within our control, you may cancel for a full refund of fees paid for uncompleted work. Statutory rights under Hong Kong law are not affected.
Contact for refund requests
Cloud App Hub · 142 Pok Fu Lam Rd, Pok Fu Lam, Hong Kong · +852 2861 0323 · hello@cloudapphub.digital