Refund & cancellation policy

Last updated: 21 August 2026

This policy applies to advisory consultations sold by Tool Ridge Base (firmware delivery advisory, bring-up readiness reviews, OTA clinics, and retainers). It does not cover physical goods, software licenses, or subscription products we do not sell.

Eligibility overview

Refunds depend on timing, whether work has started, and whether dates were reserved against a deposit. Informal website inquiries without a signed proposal are not charged and need no refund.

Deposits

Fixed-fee engagements typically require a 40% deposit to hold dates. Deposits are credited toward the engagement fee. Retainers are billed monthly in advance and are not deposit-based in the same way.

Cancellation by the client

• More than 14 days before the first scheduled working day: deposit refundable minus a NT$8,000 administrative fee, or the full deposit may be credited to a rescheduled engagement within three months.
• 8–14 days before: 50% of the deposit may be refunded; remainder retained for reserved capacity.
• 7 days or fewer, or after work has started: deposit is non-refundable. Completed portions of work remain payable per the proposal.

Rescheduling

One reschedule with at least 10 days’ notice is allowed without penalty, subject to our availability. Further reschedules may incur a fee reflecting re-booked facilitation days.

No-shows

If client participants miss a scheduled intensive day without notice, that day is considered delivered for fee purposes. We will offer a single short catch-up remote session at our discretion.

Work already started

Once interviews, document review, or facilitated sessions begin, fees for time already incurred are non-refundable. Unused future days within a fixed engagement may be partially credited if we cancel remaining work by mutual written agreement.

Retainers

Monthly retainer fees are non-refundable for a month once that month has begun. You may cancel future months with written notice at least 10 days before the next billing date. Unused session hours do not roll beyond 45 days unless agreed in writing.

Materials and third-party costs

Pre-approved travel, lab access fees, or purchased reference materials billed at cost are non-refundable once incurred.

Refund process & timing

Email info@toolridgebase.click with your proposal reference and reason. Approved refunds are processed to the original payment method within 14 business days. Bank processing times may add delay beyond our transfer date.

Method

Refunds use the same channel as payment (bank transfer or other method stated on the invoice). We do not issue cash refunds at the office.

Our cancellations

If Tool Ridge Base must cancel a reserved engagement for reasons within our control, you may choose a full deposit refund or priority reschedule. We are not responsible for client travel costs unless agreed in writing.

Contact for refund requests

Tool Ridge Base · Office 10, 34 Demo Street, Hsinchu 00000 · +886 3 0000 7630 · info@toolridgebase.click