Refund & cancellation policy
This policy applies to market intelligence engagements commissioned from Heathline Growth Monitor Co., Ltd., including growth monitoring cycles, retail audits, competitor briefs, and consultations.
Eligibility
Refunds depend on whether field work or desk research has started, whether a deposit was paid, and the notice given for cancellation or rescheduling.
Timeframe to request
Submit refund or cancellation requests in writing to hello@utilityheathline.click within 14 days of the event giving rise to the request (for example, a missed delivery date we caused, or your decision to cancel).
Full and partial refunds
- Before kickoff: If you cancel more than five business days before the agreed start date and no preparatory work has begun, we refund fees paid minus any non-recoverable third-party costs already approved by you.
- After kickoff: Work completed (visits performed, research hours logged, draft sections written) is charged. Unused prepaid amounts may be partially refunded or credited toward a revised scope.
- Our material delay: If we miss an agreed delivery window by more than ten business days without a force majeure reason, you may request a partial refund proportional to undelivered work or a revised timeline at no extra fee.
Non-refundable items
Consultation session fees are non-refundable once the session has occurred. Sample-purchase costs billed at cost, and customized store lists prepared after kickoff, are non-refundable.
Deposits
Deposits reserve field capacity. Deposits become non-refundable within five business days of the start date unless we cancel the engagement.
Cancellation and rescheduling
You may reschedule a consultation once at no charge with at least 48 hours’ notice. Later changes or no-shows may forfeit the session fee. Multi-week audits and monitoring cycles can be paused by mutual written agreement; extended pauses may require a revised quote.
Work already started
When field visits or competitor research have begun, invoices reflect time and travel already incurred. Deliverables completed to date remain available to you.
Refund process and timing
Approved refunds are processed to the original payment method within 14 business days of approval confirmation. Bank transfer refunds may take longer depending on your bank.
Contact for refund requests
hello@utilityheathline.click · 0243537474 · 70 Trung Liet Street; City: Dong Da District; State/province/area: Hanoi; Phone number: 0243537474; Zip code: 010951; Country calling code: +84; Country: Vietnam