Refund & cancellation policy

This policy applies to visibility measurement programmes booked with Schema Routecore Trade Marketing. It does not cover physical product sales, subscription software, or online checkout—none of which are offered on this website.

Eligibility for refunds

Fees paid for scheduled measurement visits may be refunded in full if we cancel the engagement for reasons within our control (for example, inability to staff the agreed panel) and no substitute date is acceptable to you.

Timeframe

Refund requests must be submitted in writing within fourteen (14) days of the event giving rise to the claim, and no later than thirty (30) days after the scheduled visit date for that claim.

Full and partial refunds

• Full refund: Cancellation by us without a workable reschedule; or your cancellation received more than seven (7) days before the first scheduled store visit, provided field work has not started.
• Partial refund: If part of a multi-store panel is completed, fees for completed stores are retained; unused store visits may be refunded or credited toward a rescheduled wave by written agreement.

Non-refundable items

• Completed store measurements and delivered scorecards.
• Pre-approved travel and out-of-town lodging already incurred for regional Thailand visits.
• Custom briefing materials produced after you approved the scope, when you cancel within seven (7) days of the first visit.
• Deposits labelled non-refundable in your service confirmation.

Cancellation & rescheduling

You may cancel or reschedule by emailing contact@schema-routecore.digital. Rescheduling with at least five (5) business days’ notice is usually accommodated subject to field team availability. Shorter notice may incur a reschedule fee equal to up to 30% of the affected visit fees.

Deposits

Some panels require a deposit to reserve field capacity. Deposits are applied to the final invoice. Non-refundable deposits are stated in the written confirmation before payment.

No-shows & access failures

If a store visit cannot proceed because retailer access was not arranged by the client, or key contacts are unavailable at the agreed time, that visit is treated as delivered for billing purposes unless we agree otherwise in writing.

Work already started

Once field teams have begun briefing review, KPI mapping, or on-floor visits, fees for work performed are due. Unused future visits in the same engagement may still qualify for partial refund or credit under the rules above.

Purchased materials

If you ask us to print or procure reference materials for a measurement wave, those third-party costs are non-refundable once ordered.

Refund process & method

Approved refunds are processed within fourteen (14) business days using the original payment method where possible, or bank transfer to a Thai account you nominate. Processing times at your bank may add further days.

How to request a refund

Email contact@schema-routecore.digital with your engagement reference, store panel dates, and reason. You may also write to 433 New Road, Pomprap, Bangkok, 10100, Thailand or call +66 2 2237391.

Exceptions

Force majeure events (severe weather, government restrictions affecting store access) may lead to mutual rescheduling without penalty. Any exception outside this policy requires written agreement from both parties.