Refund Policy

This Refund Policy explains how ThaiHotelMinder Co., Ltd. handles refunds in respect of monthly subscriptions to our advisory modules, one-time implementation packages, and any advisory deliverable produced under the Services. It supplements — and does not replace — the Terms of Service.

1. Monthly modules — cancellation and pro-rata

Modules are billed monthly in advance. You may cancel any module at any time from the workspace Settings → Billing screen. Cancellation takes effect at the end of the then-current billing cycle. The paid month runs to completion — no pro-rata refund is issued for the unused portion of a paid month, in line with standard practice for monthly software subscriptions in Thailand.

2. Delivery failure refunds

If a monthly module fails to deliver its committed advisory pack (as described on the product page) within the committed cadence, and the failure is imputable to ThaiHotelMinder rather than to a HotelMinder outage or Subscriber action, you are entitled to a pro-rata credit calculated as the number of days of failure divided by 30, multiplied by the monthly fee. Credits are applied to the next invoice. To claim, write to support@thaihotelminder.org within 30 days of the failure with your workspace ID and the affected delivery reference.

3. First-month satisfaction

If, at the end of the first calendar month of a new module, you are not satisfied with the quality of the advisory pack, you may request a full refund of that first month within 15 days of the end of the first month. To be eligible: (a) the module must have been active for at least 20 calendar days during the first month; (b) the HotelMinder API connection must have been maintained throughout; (c) you must have opened at least one advisory pack. Refunds are processed to the original payment method within 15 working days.

4. Implementation package

The optional on-site implementation package (฿34,900 one-time) is refundable in full up to 48 hours before the scheduled on-site or remote session. Between 48 hours and 24 hours before the session, 50% is refundable. Within 24 hours of the session, the package is non-refundable. Rescheduling is free of charge up to 48 hours in advance.

5. Group and annual plans

Annual prepaid plans (12% discount) are refundable pro-rata net of the discount if cancelled with 30 days' written notice. The Group plan (multi-property, from ฿18,900/month) is subject to a 3-month minimum term after which monthly cancellation applies as per section 1.

6. Refund method

Refunds are always issued to the original payment method used for the invoice: Bangkok Bank transfer, PromptPay, international SEPA/SWIFT wire, or Stripe credit card. Refunds in Thai Baht typically settle in 3–5 working days for domestic transfers and 5–10 working days for international wires. No FX is applied — refunds are always in THB.

7. Thai VAT handling

Where a refund is issued, the corresponding Thai VAT (7%) is refunded in full, and a Credit Note is issued and submitted to the Revenue Department of Thailand within the reporting cycle in which the refund is processed. Your Thai VAT records will reflect the credit note in the same period.

8. Non-refundable items

The following are non-refundable regardless of the reason for cancellation: (a) advisory packs already opened by any workspace user; (b) implementation sessions already delivered; (c) usage-based fees for additional seats past 3 seats; (d) any invoice issued more than 90 days before the refund request.

9. Consumer Protection Act B.E. 2522

Nothing in this Refund Policy limits any statutory right you may enjoy under the Thai Consumer Protection Act B.E. 2522, where that Act applies to your business relationship with ThaiHotelMinder. The Services are, however, provided on a business-to-business basis and the Consumer Protection Act's protections that apply exclusively to individual consumers do not typically apply to Thai hotel businesses.

10. Dispute resolution

Any dispute over a refund is escalated to our Bangkok billing manager for resolution within 15 working days. If not resolved, the parties will attempt mediation before the Bangkok Metropolitan Court arbitration desk. Failing mediation, the courts of Bangkok have exclusive jurisdiction.

11. Foreign-currency payment refunds

Where an original payment was made in a non-THB currency (typically EUR or USD via international wire), the refund is issued in the same currency at the Bank of Thailand reference rate on the day of the refund. Any FX difference between original payment and refund is borne by the party responsible for the underlying cancellation (typically the Subscriber, unless the cancellation is attributable to a delivery failure by ThaiHotelMinder as described in section 2). Currency-conversion fees charged by intermediary banks are not reimbursed.

12. Refund lifecycle audit trail

Every refund is logged in our accounting system (FlowAccount) with a unique reference number and a corresponding Credit Note filed with the Revenue Department of Thailand. Subscribers can request a copy of any Credit Note issued to their account at any time by writing to billing@thaihotelminder.org. Credit Notes are retained for 10 years, in line with the Thai Revenue Code retention obligation.

13. Refunds in the case of a Sub-Processor incident

If a Sub-Processor incident (e.g. an outage at AIS Cloud, Postmark, Stripe Thailand, or Bangkok Bank) causes a material advisory-pack delivery failure, we apply the credit mechanism described in section 2 as if the failure were imputable to us — even though we would be entitled under our Sub-Processor agreements to seek recovery separately. Subscribers do not need to distinguish between root causes when claiming.

14. Refunds during a PDPA breach

In the exceptional case that a Personal Data breach directly attributable to ThaiHotelMinder results in the notification of affected Data Subjects, we automatically credit the affected Subscriber with a full month of the affected module, without a claim being required. This is in addition to any remedy the Subscriber may pursue under the Data-Processing Agreement or under general Thai law.

15. Escalation to Thai consumer authorities

Business customers who are dissatisfied with our refund handling may escalate to the Office of the Consumer Protection Board (OCPB) of Thailand. The OCPB has jurisdiction over unfair business-to-business practices where a material asymmetry of information can be demonstrated. Contact: 120 Moo 3 Chaeng Wattana Road, Lak Si, Bangkok 10210, ocpb.go.th.

16. Contact

To request a refund or clarify an invoice, write to billing@thaihotelminder.org or call the Bangkok billing office at +66 2 664 7500 (extension 4). For refunds involving a data protection issue, please also copy our DPO at dpo@thaihotelminder.org.