Refund Policy
Scope
This policy applies to paid trade marketing engagements with Runtime Routecore Trade Marketing—including in-store activations, POS storytelling kits, field merchandising routes, retailer sell-in support, promo calendar orchestration, and shopper insight sprints. This website does not process payments; refunds relate to invoices paid under a written agreement.
Eligibility
Refunds are considered when we cancel an engagement we cannot deliver, when a prepaid phase is unused because we failed to start within the agreed window for reasons within our control, or when both parties agree in writing to unwind unused scope. Preference changes after creative or field work has started do not automatically create a refund right.
Timeframe to request
Refund requests should be emailed to hello@runtime-routecore.digital within fourteen (14) days of the issue arising or of invoice payment for unused prepaid work—whichever is relevant to your case. Include the invoice reference, engagement name, and a short description of the request.
Full and partial refunds
- Full refund: May apply when we cancel before any kickoff work begins, or when a deposit covers a phase we never started for reasons within our control.
- Partial refund: May apply when part of the scope is unused and can be cleanly separated—for example, remaining unused field-route weeks after an agreed early close, less costs already committed.
Non-refundable items
- Third-party costs already committed or spent: printing, fabrication, sampling product purchased on your behalf, retailer fees, venue or bay booking charges, and contractor shifts already scheduled with cancellation penalties.
- Completed discovery, insight sprints, creative concepts, and delivered POS files.
- Work already performed for activations, route visits, or sell-in materials.
- Deposits marked non-refundable in the engagement letter when they secure scarce retailer slots or crew calendars.
Cancellations and rescheduling
Client cancellations more than ten (10) business days before a scheduled activation or route start may allow reallocation of prepaid fees to a new date within ninety (90) days, subject to crew and retailer availability. Cancellations inside ten business days may forfeit deposits covering reserved labour and materials. Rescheduling requests should be made as early as possible; repeated reschedules may require a new fee schedule.
Deposits, no-shows, and work already started
Deposits reserve planning capacity and retailer coordination. If a client no-shows a confirmed kickoff or on-site window without timely notice, the deposit may be retained. Once work has started—briefs drafted, stores walked, files in production—fees for completed portions remain payable even if later phases are cancelled.
Purchased materials
Printed POS, fabricated displays, and sampling goods ordered with client approval are non-refundable once production or purchase is underway. Unused physical materials remain client property after payment unless otherwise agreed.
Refund process and timing
Approved refunds are processed to the original payment method where possible, or by bank transfer to the paying entity. Processing typically takes ten to fifteen (10–15) business days after written approval, depending on banks. We confirm the amount and method by email before initiating transfer.
Exceptions
Force majeure events affecting retail access (for example sudden store closures beyond our control) are handled case by case—often by rescheduling rather than refund. Nothing in this policy limits mandatory rights under applicable Thai law.
Contact for refund requests
Runtime Routecore Trade Marketing · hello@runtime-routecore.digital · +66 0-2221-6448 · 30-32 Chakrawad Rd., Samphanthawong, Bangkok, 10100, Thailand