Refund Policy
This policy applies to paid advisory consultations from File Maple Hub (infrastructure assessment, cloud architecture planning, and cloud migration advisory). It does not cover software products, physical goods, or subscriptions — we do not sell those.
Eligibility
Refunds apply to fees paid directly to File Maple Hub under a written proposal. Third-party costs (travel booked by you, cloud credits, licenses) are never refundable through us.
Timeframe
- Before discovery starts: Full refund of fees paid, minus a NT$15,000 administrative fee if a proposal was already issued and signed.
- After discovery begins, before first workshop: 60% refund of the engagement fee.
- After any workshop has occurred: No refund of fees allocated to completed stages; unused future stages may be refunded proportionally if we cancel remaining work.
Deposit payments follow the same stage rules.
Partial refunds
If we mutually reduce scope after work begins, we refund the unused portion of the fee for undelivered workshops or artefacts, calculated against the proposal’s stage breakdown.
Non-refundable items
- Completed discovery interviews and written drafts already delivered
- Custom research purchased for your engagement with your prior approval
- On-site travel already incurred with your approval
Process
Email info@filemaplehub.click with your proposal reference, payment date, and reason. We confirm eligibility within five business days.
Processing time and method
Approved refunds are returned via the original payment method within 14 business days of approval. Bank timelines may add several days.
Cancellation by client
Provide written notice. Workshop date cancellations with less than five business days’ notice may forfeit the deposit for that session if we cannot rebook the reserved time.
Rescheduling
One reschedule of a workshop block is allowed without fee if requested at least five business days ahead. Further reschedules may incur a NT$8,000 calendar fee.
Deposits
A typical 40% deposit reserves dates. Deposits are applied to the final invoice. Deposit refundability follows the stage rules above.
No-shows
If client participants miss a scheduled workshop without timely notice, that session is marked delivered for fee purposes. We may offer a make-up session at day rate if calendar allows.
Work already started
Artefacts produced remain subject to the engagement IP terms. Fees for started stages are earned even if you pause the project.
Exceptions
Statutory rights under Taiwanese consumer or commercial law remain unaffected where they mandatorily apply. Enterprise contracts may supersede this page when signed terms differ.
Contact for refunds
info@filemaplehub.click · +886 7 0000 4300 · Office 9, 42 Example Street, Kaohsiung 00000