Refund & cancellation policy

Scope

This policy covers deposits and fees for occupancy pattern studies, floor utilization audits, seasonal briefings, landlord portfolio reporting, and facilities chart packs commissioned from Service Springhub. It does not cover products, subscriptions, or hardware we do not sell.

Eligibility

Full refunds of amounts paid are available if we cancel an engagement before on-site work or analysis begins. Partial refunds may apply when work has started, as described below.

Timeframe to request

Cancellation or refund requests should be sent in writing to info@service-springhub.click within 14 days of the event giving rise to the request, and in any case before final deliverables are accepted.

Deposits

A 40% deposit typically reserves observation windows for studies. If you cancel more than 10 business days before the agreed start date, the deposit is refundable minus a HK$1,500 administration fee. Cancellations inside 10 business days forfeit the deposit if we cannot rebook the slot, because preparation and staffing costs have already been incurred.

Work already started

Once walkthroughs, observation, or analysis has begun, fees for completed stages remain payable. Unused later stages may be refunded on a pro-rata basis after we document progress.

Chart packs

After you approve a draft chart set, fees for that pack are non-refundable. If you cancel before draft delivery, we refund amounts paid minus time already spent at the quoted rate.

Seasonal briefing retainers

Quarterly briefing fees already earned for a delivered quarter are non-refundable. Prepaid future quarters may be cancelled with 20 business days’ notice for a refund of unused quarters.

Rescheduling & no-shows

One reschedule of an on-site day is allowed without charge if requested at least 5 business days ahead. Later changes or client no-shows may incur a rescheduling fee of HK$2,000 or count as started work for deposit purposes.

Purchased materials

Third-party print costs authorised by you in writing are non-refundable once the print order is placed.

Refund method & timing

Approved refunds are returned via the original payment method within 14 business days of approval. Bank transfer refunds use the account details you confirm in writing.

How to contact us

Refund and cancellation requests: info@service-springhub.click, +85227572992, Clear Water Bay Rd, Ngau Chi Wan, Hong Kong. Include your quotation reference and reason for the request.