Legal
Refunds & cancellations
How fees, deposits, and session changes work for snapshot reviews and related bookings.
Scope
This policy applies to fees paid for Weekly Snapshot Reviews, Benchmark Set Workshops, Monitor Onboarding, and related retainers booked with Scalable Connects. It does not cover Microsoft Store charges for the desktop performance monitor, which follow Microsoft’s own store terms.
Eligibility for a full refund
You may receive a full refund if:
- You cancel a single session in writing at least 48 hours before the scheduled start, and no substantial preparation unique to your venues has been completed; or
- We cancel the session and cannot offer a suitable alternative time within fourteen days.
Partial refunds
If you cancel between 48 and 12 hours before the start, we may retain up to 50% of the session fee to cover reserved time. After a session has begun, fees for work already delivered are non-refundable.
Non-refundable items
- Completed written summaries already sent to you
- Workshop deliverables (benchmark set notes) once delivered
- Retainer weeks whose Sunday window has already been reviewed
- Third-party store purchases unrelated to our invoice
Deposits
When a deposit is requested to hold an eight-week retainer, it is applied to the final week’s fee. Deposits become non-refundable once the first reviewed Sunday of the retainer is completed, except where we fail to deliver remaining paid weeks and no makeup is possible.
Rescheduling
One complimentary reschedule is allowed per single session if requested at least 24 hours ahead. Further reschedules may be treated as cancellations under the partial-refund rule.
No-shows
If you do not attend and do not notify us within 12 hours after the start time, the session fee is forfeited. We may offer a paid makeup at our discretion.
Refund process and timing
Email contact@scalableconnects.digital with your booking reference and reason. Approved refunds are processed to the original payment method within fourteen business days. Bank or card processing times may add delay beyond our transfer.
Materials and work started
If we have already connected test snapshots or drafted benchmark notes for your booking, we may deduct a reasonable preparation charge before refunding the balance.
Contact
Refund requests: contact@scalableconnects.digital · +852 2525 5000 · 100 Queen’s Road Central, Central, Hong Kong.