Refund & cancellation policy

This policy applies to paid application analytics consulting engagements with routingzone (event dictionary rebuilds, activation diagnostics, cohort storytelling, and decision brief design). It does not cover physical goods, software licences, or subscription products — we do not sell those.

Eligibility

Refunds are considered for fees paid toward a scoped engagement when work has not started, or when we cancel an engagement we cannot deliver. Requests must come from the contracting client within the timeframes below.

Timeframe to request

Submit refund requests within 14 days of the payment date for unused prepaid fees, or within 7 days of a delivery date if you believe agreed deliverables were not provided. Later requests are reviewed at our discretion.

Full refund

A full refund of prepaid fees applies if you cancel in writing before the agreed start date and before we have begun discovery work, or if we cancel before delivering the agreed artefacts.

Partial refund

If work has started (access review, sessions booked, analysis underway), we may refund the unused portion after deducting fees for time already spent and non-recoverable preparation. Partial amounts are calculated from the statement of work’s phase breakdown or, if none exists, from documented hours.

Non-refundable items

• Completed workshops, diagnostics, and walkthrough sessions already delivered.
• Completed dictionaries, reports, narrative briefs, or templates already handed over.
• Third-party costs you approved in writing (for example, booked facilitation venues).
• Deposits marked as non-refundable in the proposal when a start date was reserved at your request.

Deposits

Some engagements require a deposit to reserve a start week. Unless the proposal states otherwise, deposits are credited toward the final fee. If you cancel after reservation and within 5 business days of the start date, the deposit may be retained to cover scheduling loss.

Cancellation & rescheduling

You may reschedule a workshop or walkthrough once without fee if you give at least 5 business days’ notice. Shorter notice may forfeit that session’s allocated fee. We will propose a new date within a reasonable window.

No-shows

If your team does not attend a scheduled session without notice, that session is considered delivered for billing purposes. We may offer one courtesy reschedule at our discretion.

Work already started

Once discovery access has been used and analysis begun, fees for completed phases are due. Remaining prepaid balance for undelivered phases may be refunded under the partial refund rules.

Purchased materials

We do not sell physical materials. Digital deliverables already provided are not returnable; fees for those phases are non-refundable once delivered.

Refund process & timing

Email hello@routingzone.digital with your engagement reference, payment date, and reason. We confirm receipt within 3 business days and aim to decide within 10 business days. Approved refunds are returned via the original payment method within 14 business days of approval, or by bank transfer if the original method is unavailable.

Exceptions

Nothing in this policy limits rights you may have under mandatory Korean consumer or contract law that cannot be waived. Engagement-specific terms in a signed statement of work prevail where they conflict with this page.

Contact for refund requests

routingzone · 397-11, Unam 2(i)-dong, Buk-gu, Gwangju, Korea · +82-7-972-7944 · hello@routingzone.digital