Refund Policy

This Refund Policy applies to paid planogram execution engagements with Runtime Gridcore Trade Marketing, including planogram compliance walks, shelf reset execution, fixture and space mapping, and merchandiser briefing days. It does not cover physical product retail or shipping, which we do not offer.

Eligibility

Refunds are available when we cancel an engagement for reasons within our control, when a prepaid briefing or fieldwork wave is cancelled by you within the timelines below, or when we fail to deliver the core deliverables described in the signed scope after a reasonable cure period.

Timeframe to request a refund

Send refund requests to hello@runtime-gridcore.digital within 14 days of the issue arising, or within 7 days of receiving the final deliverable if you believe agreed outputs are materially incomplete. Include your company name, invoice reference, and a short description of the concern.

Full and partial refunds

• Full refund: if we cancel before fieldwork or briefing delivery begins, or if a prepaid booking is cancelled by you at least 10 business days before the scheduled start and no preparation fees were incurred beyond ordinary scoping.
• Partial refund: if cancellation occurs closer to the start date, or after briefing and store-list preparation have begun. We retain a reasonable portion covering analyst scheduling, travel booking holds, and materials already prepared.

Non-refundable items

• Completed store walks, scored photo packs, and reports already delivered.
• Work already started on fixture mapping or reset verification for doors in scope.
• Third-party costs committed with your approval (for example, special access fees or printed planogram reference sets purchased for a wave).
• Deposits clearly labeled non-refundable in the engagement scope when used to reserve peak festive fieldwork capacity.

Cancellation and rescheduling

You may reschedule a briefing or fieldwork wave once at no charge if you give at least 5 business days’ notice and alternative dates are available. Later changes may incur a rescheduling fee. Missed briefing attendance without notice (no-show) is charged in full for that session.

Deposits

Some multi-week compliance waves require a deposit to hold analyst capacity. Deposits are applied to the final invoice. Unused deposit balances follow the full or partial refund rules above.

Work already started and purchased materials

If fieldwork has begun, fees for completed doors remain payable. If we purchased approved materials for a briefing or audit kit, those costs are deductible from any refund.

Refund process and timing

Approved refunds are processed within 14 business days of written approval. Refunds are issued via the original payment method when possible, or by bank transfer to a Thai account you nominate for invoice reconciliation.

Exceptions

Force majeure events that prevent store access may lead to rescheduling first. If rescheduling is impossible within 30 days, unused prepaid fees for undelivered portions are refunded.

Contact for refund requests

Runtime Gridcore Trade Marketing · Wat Thapra Yai, Bangkok, 10600, Thailand · +66 (02)4653088 · hello@runtime-gridcore.digital