Refund & Cancellation Policy

This policy applies to consulting engagements with Pacific Market Entry Partners, including Market Entry Pathway projects, Distributor Search, Trade Compliance Briefs, and Market Scoping Visits. It does not cover physical products, software licences, or event tickets — we do not sell those.

Deposit and fee structure

Most projects require a 50% deposit to confirm the engagement, with the balance due on delivery. Scoping visits may instead invoice day rates weekly. Deposits secure advisor time and commence research.

Cooling-off before work starts

If you cancel in writing before we begin research or workshops, and within five business days of paying the deposit, we refund the deposit in full minus any non-recoverable third-party costs already approved by you (for example, prepaid meeting rooms abroad).

After work has started

Once research, outreach, or workshop preparation has begun:

• Pathway / Search / Brief projects: The deposit is non-refundable. If you cancel mid-project, we invoice for work completed at our reasonable estimate, capped at the remaining project fee. Unused balance of any prepaid amount above completed work is refunded.
• Completed deliverables: Fees for delivered documents or completed visit days are non-refundable.

Scoping visits and travel

• Cancel a visit 10+ days before the first on-ground day: advisory fees for unused days are refunded; prepaid travel is refunded only to the extent suppliers refund us.
• Cancel fewer than 10 days before: unused day fees are charged at 50%; non-refundable travel remains your cost.
• If we cancel for reasons within our control, you receive a full refund of prepaid advisory fees for unused days and we assist in rebooking.

Rescheduling

You may reschedule a workshop or visit once without fee if you give at least five business days’ notice. Further reschedules may incur a NZD 250 administration fee plus any supplier change costs.

No-shows

If a client representative misses a scheduled workshop or meeting without 24 hours’ notice, that session is treated as delivered for billing purposes.

Materials and third-party purchases

Purchased materials (for example, paid company reports or translation ordered at your request) are non-refundable once purchased. We seek approval before such spend.

How to request a refund

Email info@mindcomputehub.digital with your engagement reference, reason, and preferred refund method. We confirm eligibility within five business days and process approved refunds to the original payment method within 10 business days after approval.

Exceptions

If a scope states different commercial terms, the signed scope controls. Statutory rights under New Zealand law that cannot be excluded remain available.