Refund Policy

This policy applies to paid advisory and measurement engagements with Digital Service Analytics for application analytics on digital experience paths. It does not cover physical goods, software licenses sold through third parties, or online checkout — we do not sell those on this Site.

Eligibility

Refund requests are considered when an engagement has been prepaid and work has not started, or when we cancel an engagement we cannot deliver. Eligibility is assessed against the signed engagement letter and the conditions below.

Timeframe to request

Submit refund requests within 14 days of the invoice payment date for unused prepaid work, or within 7 days of a cancellation notice from us. Later requests may be declined unless required by Hong Kong law.

Full refunds

A full refund of prepaid fees applies when you cancel in writing before kickoff materials are delivered and before we begin journey inventory or instrumentation planning, or when we cancel without offering a suitable reschedule.

Partial refunds

If work has begun — for example discovery calls held, journey inventories drafted, or scoring frameworks prepared — we may refund the unused portion after deducting time already spent at the rates in the engagement letter. Monthly measurement retainers already consumed are non-refundable for elapsed days.

Non-refundable items

• Completed experience moment reviews and delivered service experience briefs.
• Consumed months of ongoing journey friction or interaction quality retainers.
• Third-party costs we prepaid on your written instruction (for example dedicated analytics retention), once incurred.
• Deposits explicitly marked non-refundable in the engagement letter to reserve analyst capacity.

Cancellation and rescheduling

You may reschedule a scheduled Journey Lab or review once at no charge with at least 5 business days’ notice. Later changes may forfeit the deposit or incur a rescheduling fee stated in the letter. Repeated no-shows to agreed workshops may be treated as partial delivery of that milestone.

Work already started and materials

Draft inventories, scoring notebooks, and analysis prepared for your journeys remain our working materials until formally delivered. Fees for started analysis are payable even if you pause the engagement; unused future months of a retainer may be refunded as described above.

Refund process and timing

Email hello@digitalserviceanalytics.digital with your invoice number and reason. Approved refunds are processed within 14 business days to the original payment method when possible. Bank transfer refunds may take longer depending on your institution.

Exceptions

Statutory rights under Hong Kong law are not limited by this policy. Engagement-specific terms in a signed letter prevail when they are clearer or stricter about deposits and milestones.

Contact for refund requests

Digital Service Analytics · Gee Chang Ind Bldg, Hung Hom, Hong Kong · +852 2364 6887 · hello@digitalserviceanalytics.digital