Refunds and Cancellation Policy

If you cancel after accepting the SOW but before any chargeable research work has started, we will refund the prepaid service fee in full. Any separately authorised, genuinely non-recoverable third-party expense already incurred will be addressed only if it was clearly agreed in writing before it was incurred and may lawfully be charged.

Research starts when, after the required payment and SOW confirmation, Taiwha begins a chargeable activity within the agreed scope. Receiving an enquiry or preparing a quotation is not the start of paid research.

You may request cancellation in writing at any time. We will stop further avoidable work reasonably promptly and provide a reconciliation of:

1. Research services reasonably performed up to cancellation, assessed against SOW milestones, agreed stage values or, where none are defined, a documented and reasonable allocation of the agreed project fee;
2. Third-party costs specifically authorised by you and already incurred or unavoidably committed, net of any recovery; and
3. The remaining prepaid amount, which will be refunded.

We will not charge twice for the same work or cost. A deposit is a payment toward the project fee, not an automatically non-refundable penalty. We will explain the calculation if you ask.

Once the agreed work has been properly performed and delivered, a change of mind, disagreement with an evidence-supported conclusion, change in commercial priorities or an unsuccessful business outcome does not, on its own, entitle the Client to a refund.

However, a delivered report is not beyond review. If the work is materially incomplete, contains significant errors attributable to Taiwha, or does not substantially match the agreed SOW, we will investigate. Our first response will normally be to correct or complete the affected work without additional charge, within a reasonable agreed period. If that remedy is not possible or is not appropriate, we will offer an appropriate price reduction or refund for the affected services, taking account of applicable law. Serious breaches may justify further remedies.

A negative finding can still be a valid research result. For example, a correctly performed supplier screen may conclude that no candidate meets an agreed specification. This is different from omitting the agreed search or presenting unverified candidates as verified.

Recurring work is governed by the agreed monthly or quarterly SOW. Unless the SOW expressly provides for renewal, there is no automatic renewal.

You may decline the next research period before it starts, with no fee for that future period. If you cancel during a paid period, we will account for research already performed and any authorised, unavoidable costs, and return the unused prepaid balance. Where the SOW reserves specific capacity or states fixed-period commitments, those terms must be explicit, proportionate and consistent with applicable law.

Ending an ongoing partnership does not require you to purchase future periods. Completed and fully paid deliverables remain available for the uses licensed in our Terms.

If Taiwha cancels an engagement without Client breach, or we are unable to deliver a material part of the agreed work, we will refund the prepaid fee attributable to work not properly performed, including any prepaid future research periods not supplied. If we have delivered separable, conforming work of agreed value, we will explain any allocation. This does not limit other legally available remedies for breach.

Use the business contact email displayed at taiwha.com/contact. Include your company name, SOW or invoice reference, payment date, the relevant deliverable, and a short explanation of the request. Please do not send sensitive credentials, card numbers or unnecessary personal data.

Service standards: We aim to acknowledge a request within 3 business days, make an initial determination within 10 business days after receiving the information reasonably needed to assess it, and initiate any approved refund within 10 business days of approval or sooner where required by law. Bank and payment-provider processing times may vary. Refunds ordinarily go back to the original payment method.

You may raise a material delivery defect even after the normal review window; that window is intended to help close routine review promptly, not to waive rights or excuse non-conforming work.

• We do not promise that every research engagement will produce a favourable commercial finding or a specific business result.
• We do promise to address substantiated errors, failure to perform agreed tasks and cancellations through a documented, fair process.
• A refund request does not permit either party to misuse or disclose the other’s confidential information.
• No agent or referrer may privately approve or deny a refund on Taiwha’s behalf unless authorised in writing.
• Nothing here limits rights or remedies that cannot be excluded under applicable law. If an individual contracts as a consumer rather than for business purposes, additional consumer protections may apply.

For project scope, acceptance, source limits and the permitted use of research, see our Business Research Services Terms and Delivery and Revisions Policy.

Company: TAIWHA GROUP LTD · Company No. 16861187
Contact: /contact/