Eligibility overview
Refunds depend on how far discovery and drafting have progressed, and on whether fees cover reserved calendar time, travel preparation, or work already delivered. Informational pricing on this website does not create a purchase until an estimate is accepted.
Timeframe to request
Refund or cancellation requests should be sent in writing to hello@desktop-brookhub.click within fourteen days of the event that prompts the request (for example, a decision to cancel before discovery begins). Requests after handover of final deliverables are considered only for documented defects in the agreed scope.
Project commissions (dashboards, reviews, audits)
Before discovery begins: If you cancel after paying a deposit but before the first scheduled discovery session, we refund the deposit minus a scheduling fee of 10% of the deposit (minimum VND 1,500,000) to cover reserved weeks.
After discovery has started: Fees for completed discovery days and drafting already shared with you are non-refundable. Any unused portion of the project fee may be partially refunded at our discretion, typically calculated as total fee minus time already worked at the day rate stated in your estimate.
After final handover: Deliverables accepted at handover are non-refundable. We will correct material errors that diverge from the signed metric dictionary or agreed scope at no additional charge within thirty days.
Monthly Pulse Reporting
Retainers are billed monthly in advance after a three-month start. You may cancel with thirty days’ written notice after the start period; unused whole months already paid are refunded. Partial months already in delivery are non-refundable. Packs already sent are non-refundable.
Deposits
Deposits reserve discovery capacity. They are applied to the final invoice. Deposit refunds follow the rules above for cancellations before or after discovery.
Rescheduling and no-shows
Discovery sessions may be rescheduled once without charge when you give at least five business days’ notice. Shorter notice or a no-show may forfeit that day’s allocated fee. We will propose a new date within a reasonable window.
Work already started and materials
Analyst time, on-site visits, and custom dictionaries already prepared for your property are treated as work already started. Third-party costs we incur on your written instruction (for example, approved travel outside Ho Chi Minh City) are non-refundable once spent.
Refund method and processing time
Approved refunds are returned by bank transfer to the account that paid the invoice, within fourteen business days after we confirm the refund in writing. We do not issue cash refunds at the office.
How to request a refund
Email hello@desktop-brookhub.click with your property name, invoice number, and reason. You may also write to 109 Khanh Hoi, Ward 3, District 4, Ho Chi Minh City or call (08) 54120516 / 39415025. We acknowledge requests within two business days.
Exceptions
If BrookHub Hospitality Pulse Co., Ltd. cancels an engagement for reasons within our control, you receive a full refund of amounts paid for undelivered work. Force majeure events (severe weather, civic disruption, prolonged illness of key personnel) may lead to rescheduling rather than refund; if rescheduling is impossible, unused fees are refunded.