Legal
Refunds, deposits, and cancellations
These terms apply to quoted survey and reporting engagements with Panel Gardenbase. They do not cover products, software subscriptions, or goods we do not sell.
Eligibility overview
Fees relate to professional time for briefings, site access, drafting, and revisions. Refunds depend on how much of that work has already been performed when you cancel or request a change.
Deposits
We may request a deposit (commonly 30–50% of the quoted fee) to reserve survey dates and begin preparation. Deposits are credited toward the final invoice. Deposits become non-refundable once a survey date is confirmed and preparation or travel booking has begun, except where we cancel the engagement.
Full refund
If you cancel in writing more than ten business days before the first confirmed survey date, and we have not yet incurred third-party access costs on your behalf, we refund payments received minus any documented bank transfer fees.
Partial refund
If you cancel between ten and three business days before the survey, we retain the deposit to cover reserved time and refund any amount paid above the deposit. If the survey has occurred but the draft report has not been issued, we invoice for survey days completed and refund the unused reporting portion where separable on the quote.
Non-refundable items
- Survey days already completed
- Draft or final reports already delivered
- Paid bilingual summary add-ons once drafting has started
- Third-party permit or access fees paid on your instruction
Work already started
Once drafting of a condition report, lifecycle brief, calendar, or defect log has begun after the survey, fees for that drafting phase are payable. We will stop further work on written request and invoice only for stages completed.
Rescheduling
You may reschedule a survey once without charge if you give at least five business days’ notice and a new date within six weeks is agreed. Later notice or repeated moves may incur a rescheduling fee of up to one survey day rate.
No-shows and refused access
If our team arrives within the agreed window and cannot gain essential access for reasons within the client’s control, the survey day is chargeable. We will offer a new date subject to availability.
If we cancel
If we must cancel for reasons within our control and cannot offer a suitable alternative date, we refund amounts paid for unfinished stages in full.
Refund process and timing
Email info@panel-gardenbase.click with your engagement reference and reason. We confirm eligibility within five business days. Approved refunds are returned by the original payment method where possible, or by bank transfer to a Hong Kong account you nominate, within fourteen business days after approval.
Exceptions
Nothing in this policy limits rights that cannot be excluded under Hong Kong law. Engagement letters may state project-specific deposit rules; where they conflict with this page, the signed letter prevails for that project.