1. Scope & Application

This Refund & Cancellation Policy applies exclusively to professional diagnostic engineering services, telemetry audits, forensic incident sprints, and triage retainers commissioned with Resource Canvas Core Ltd.

Because our engagements involve dedicated senior engineering allocation, customized laboratory provisioning, and immediate expert analysis, fee adjustments and cancellations are governed by the structured criteria outlined below.

2. Diagnostic Sprints & Fixed Audits

A. Cancellations Prior to Laboratory Commencement

  • Notice Given > 48 Hours Before Kickoff: If a Client cancels a commissioned diagnostic sprint or audit at least 48 hours before scheduled laboratory initialization, 100% of the initial deposit is refunded, minus any non-refundable banking wire transfer processing fees.
  • Notice Given < 48 Hours Before Kickoff: If cancellation occurs within 48 hours of scheduled kickoff, a 15% administrative preparation fee is deducted to cover reserved engineer scheduling, and the remaining 85% of the deposit is refunded.

B. Cancellations After Diagnostic Work Has Commenced

  • Once telemetry ingestion, binary decompilation, or sandbox reproduction scripting has begun, the initial 50% deposit becomes non-refundable to cover expended engineering hours.
  • If the engagement is discontinued mid-sprint by mutual written agreement, the Client is only billed for documented hours completed up to the cancellation notice, and any unexpended milestone funds are returned.

3. Production Triage Retainers

  • Monthly Billing Cycles: Retainer fees are billed in advance on the 1st of each calendar month and secure guaranteed on-call response SLAs.
  • Retainer Cancellation: A monthly retainer may be cancelled at any time by providing at least 14 days’ written notice prior to the start of the next billing cycle.
  • Unused Retainer Hours: Retainer allocations represent guaranteed availability and standby capacity; unused on-call hours in a given billing cycle are non-refundable and do not carry forward beyond the designated grace period specified in your retainer agreement.

4. Rescheduling & Diagnostic Brief Delays

  • If a Client requires rescheduling of an agreed diagnostic sprint due to delayed internal telemetry extraction, the sprint start date may be postponed by up to 14 calendar days at no additional charge, provided notice is given in writing.
  • Indefinite delays or failure to provide required telemetry artifacts within 30 days of contract execution may result in engagement closure, with deposit credits preserved for future scoping within 12 months.

5. Refund Request Process & Processing Times

To initiate a formal refund or cancellation request:

  1. Submission: Send written notice to hello@resourcecanvascore.digital referencing your Statement of Work (SOW) number and company details.
  2. Review & Audit: Our finance and engineering management team in Chiang Mai will review the request against logged laboratory hours within 3 business days.
  3. Execution & Method: Approved refunds will be remitted using the original payment method (international SWIFT wire transfer or corporate bank transfer) within 7 to 10 business days of written approval.

6. Contact for Commercial & Billing Inquiries

For questions regarding invoices, milestone deposits, or cancellation notices:

  • Commercial Management: Resource Canvas Core Ltd.
  • Office Address: Office 6, 64 Sample Road, Chiang Mai 00000, Thailand
  • Direct Phone: +66 52 000 874
  • Email: hello@resourcecanvascore.digital