Refund & cancellation policy
Last updated: 11 August 2026. This policy applies to trade marketing and retail sampling engagements with Service Gridcore Trade Marketing. This site does not process payments; refunds relate to invoices paid under a confirmed campaign brief.
Eligibility
Refunds apply only to fees paid for services we have not yet delivered, subject to the timelines and deductions below. Informational prices on the website are not chargeable until confirmed in writing.
Timeframe to request a refund
Send refund or cancellation requests in writing to hello@service-gridcore.digital within 14 days of the event that triggers the request (for example, a cancelled wave or a billing dispute), and no later than 30 days after the original payment date unless the engagement letter sets a different window.
Full refunds
A full refund of prepaid campaign fees is available when we cancel a confirmed wave for reasons within our control and no suitable alternative date is agreed. If we cannot staff a booked programme and you decline the proposed substitute dates, prepaid unused fees are returned in full.
Partial refunds
If you cancel a confirmed campaign 15 or more days before the first sampling day, we refund prepaid fees minus documented third-party costs already committed (retailer booking fees, printed materials, kit purchases made at your request) and a planning fee of up to 20% of the campaign value.
Cancellations between 7 and 14 days before the first sampling day may receive up to 40% of prepaid fees after the same cost deductions, reflecting promoter holds and logistics already arranged.
Non-refundable items
- Retailer slot deposits paid onward to stores or malls when cancellation is client-initiated.
- Custom printed POS, sampling kits, and perishable product already purchased or produced for the wave.
- Work already performed and delivered (completed briefing packs, completed sampling days, delivered insight reports).
- Travel booked for regional crews at the client’s request once tickets or lodging are purchased.
Deposits
Campaigns typically require a deposit to reserve outlets and crews. Deposits are credited toward the final invoice. Deposits become non-refundable once retailer bookings or crew contracts are confirmed on your behalf, except where we cancel the engagement.
Cancellations & rescheduling
Client-initiated cancellations must be emailed to hello@service-gridcore.digital. Rescheduling requested 10 or more days before the first day is usually accommodated subject to outlet availability; a reschedule fee may apply if mall or store fees change. Rescheduling inside 10 days is treated as a cancellation of the original dates plus a new booking.
No-shows & access failures
If promoters arrive as booked but cannot sample because client materials are missing, product is unsafe or unlabelled, or client representatives fail to provide agreed access credentials, that day is considered delivered and is not refundable.
Work already started
Planning hours, outlet negotiations, and briefing sessions completed before cancellation are billed or deducted at the rates in the engagement letter. Remaining prepaid balance after those deductions may be refunded according to the timelines above.
Purchased materials
Materials bought specifically for your campaign are charged at cost. Unused transferable items may be offered to you; otherwise they are non-refundable once ordered.
Refund process & timing
Approved refunds are processed within 14 business days of written approval. Refunds are issued to the original payment method or via bank transfer to the paying entity named on the invoice. We do not offer store credit for unrelated future campaigns unless both parties agree in writing.
Exceptions
Force majeure events (severe weather closing malls, government restrictions on gatherings, or retailer-wide shutdowns) may pause campaigns. In those cases we first offer rescheduling; if rescheduling is impossible within 60 days, unused prepaid fees after committed third-party costs are refunded.
Contact for refund requests
Email hello@service-gridcore.digital with your invoice number, campaign dates, and reason. Phone: +66 2 2862357. Address: 3 Nanhlinchee Road Thung Mahamek, Bangkok, 10120, Thailand.