Refunds and cancellations
These rules apply to Toolkithorizon consulting engagements for manufacturing operations analytics and downtime tracking — not to retail products.
Eligibility
Refunds relate to deposits and fees paid for scheduled plant visits, assessments, reviews, board projects, and retainers. There are no digital product downloads or shipping refunds on this site.
Deposits
A 30% deposit confirms a visit window. Deposits are refundable in full if you cancel in writing at least ten business days before the first scheduled site day. Cancellations inside ten business days forfeit the deposit unless we cancel or a force majeure event closes your plant.
Full refunds
If we cancel an engagement before work starts, you receive a full refund of amounts paid for that engagement. If we cannot complete agreed deliverables for reasons solely within our control, unused fees are refunded after a written review.
Partial refunds
If you cancel after floor work has begun, fees for days already worked and materials already purchased for a visibility board are retained. Unused prepaid retainer months may be refunded on a pro-rata basis when cancelled with thirty days’ notice.
Non-refundable items
Custom-printed board panels, laminated cell cards, or third-party printing ordered at your request are non-refundable once purchased. Travel already incurred for confirmed remote New Territories or outlying visits may be deducted from any refund.
Rescheduling and no-shows
One free reschedule is allowed if requested at least five business days ahead. Shorter-notice moves may incur a rescheduling fee of 10% of the project fee. If our team arrives for a confirmed day and access is denied without prior notice, that day is charged as worked.
Work already started
Draft taxonomies, interim charts, and observation notes prepared before cancellation remain billable. Final packs are only delivered when the balance for completed stages is settled.
Process and timing
Email info@toolkithorizon.click with your engagement reference and reason. Approved refunds are returned to the original payment method within fourteen business days.
Contact
+85263868428 · 3b O'Brien Road, Hong Kong, Hong Kong