Refund & Cancellation Policy
Last updated: 26 August 2026
This policy applies to analytics engagements commissioned from Hazel Base Analytics Co., Ltd. Website content is informational only; refund terms for a specific project are also stated in your signed engagement letter.
1. Engagement deposits
New clients pay a 40% deposit upon engagement confirmation. The deposit reserves analyst capacity and covers initial data validation work in weeks one and two.
2. Cancellation by client before work begins
If you cancel in writing before we receive your data exports and before analysts begin validation, we refund the deposit minus a ₩450,000 administrative fee. Cancellation must be sent to info@toolkithazelbase.click with your engagement reference.
3. Cancellation after work has started
Once data validation or analysis has begun, the deposit is non-refundable. If you cancel mid-engagement, you owe fees for work completed to date, calculated at the hourly rates stated in your engagement letter, less amounts already paid.
4. Full refund eligibility
A full refund of amounts paid beyond the non-refundable deposit applies only if Hazel Base cancels the engagement without cause before delivering draft materials. Refunds are processed within 14 business days to the original bank account.
5. Partial refunds
If we fail to deliver a draft within the agreed timeline by more than three weeks due to our staffing constraints (not client data delays), you may request a partial refund of up to 20% of the engagement fee or a proportional timeline extension — your choice.
6. Non-refundable items
- Completed data validation and analysis hours after work has started.
- Printed briefing copies already produced and shipped.
- Travel expenses incurred for on-site presentations.
- Third-party panel data access fees paid on your behalf with prior written approval.
7. Rescheduling
You may reschedule a presentation date once at no charge if requested at least 10 business days before the scheduled date. Rescheduling with less notice may incur a ₩350,000 replanning fee to cover analyst reallocation.
8. No-shows
If your team fails to attend a scheduled presentation without 48 hours notice, we deliver the briefing digitally. No refund applies; you may book one replacement session within 30 days for ₩350,000.
9. Revisions beyond scope
Engagement letters include a stated number of revision rounds. Additional revision rounds are billed at ₩850,000 each and are non-refundable once delivered.
10. Data quality delays
If client data requires extensive cleanup beyond the scope assumed in the engagement letter, we notify you in week two with a supplemental quote. You may approve the supplement or cancel with refund of amounts paid minus work completed and the administrative fee in section 2.
11. Refund method and timing
Approved refunds are transferred via domestic or international bank transfer within 14 business days. We do not refund to card accounts because we do not process card payments.
12. Contact for refund requests
Email info@toolkithazelbase.click with subject line "Refund Request — [engagement reference]." Include your organisation name, engagement date, and reason for the request. We acknowledge within 3 business days.