Refund and cancellation policy
This policy applies to consulting engagements offered by Panel Orchardbase Co., Ltd., including Supplier Sourcing Engagements, Factory Visit Accompaniment, Import Readiness Reviews, and Ongoing Sourcing Retainers.
Eligibility overview
Fees cover professional time and preparation. Refunds depend on how much work has started, whether travel was booked, and the notice you provide. Physical goods are not sold on this site, so product-return rules do not apply.
Deposits
Engagements typically require a deposit (commonly 40%) to reserve calendar time. Deposits are credited toward the final fee. Deposits become non-refundable once screening outreach or document review has begun, except where we cancel the engagement.
Full refunds
A full refund of amounts paid is available if we cancel before work starts, or if you cancel in writing at least seven calendar days before the agreed kickoff and no supplier outreach or document analysis has begun.
Partial refunds
If you cancel after kickoff but before shortlist delivery, we refund the unused portion of pre-paid fees after deducting time already worked at the agreed rates, plus non-recoverable third-party costs (for example prepaid intercity travel for a confirmed visit day). Partial refunds are calculated within ten business days of cancellation notice.
Non-refundable items
- Completed visit days once the itinerary has been carried out
- Completed import readiness reviews once the written findings are delivered
- Retainer hours already consumed in the current billing month
- Third-party costs we paid on your instruction (couriers for samples, paid directory access) when those costs cannot be recovered
Retainers
Monthly retainers bill in advance. Unused hours do not roll over unless your proposal says otherwise. Canceling a retainer requires thirty days’ written notice; the then-current month remains payable.
Rescheduling and no-shows
Factory visit days may be rescheduled once without fee if you give at least five business days’ notice and plants can accommodate the change. Late reschedules or no-shows for confirmed visit days are charged as delivered days because travel and plant coordination cannot be reused.
Work already started
Once we have contacted suppliers on your behalf, prepared screening notes, or begun analyzing your document set, fees for that work are earned. We will still deliver any partial materials completed by the cancellation date.
Refund process and timing
Email hello@panel-orchardbase.click with your engagement reference and reason. Approved refunds are processed within fourteen business days to the original payment method when possible. Bank timelines may add several days beyond our processing window.
Exceptions
If illness, plant closures, or force majeure prevent a scheduled visit, we will reschedule at no extra professional fee or convert the day to remote document work by mutual agreement. Statutory rights that cannot be waived under the laws of Taiwan(China) remain available.