1. Our Refund Approach
Strategic Anchor polling involves payment-processing costs, research preparation, specialist labour and, once fieldwork begins, paid media and other third-party costs.
For that reason, the amount that can be refunded depends on how far work has progressed when a cancellation request is received.
Unless otherwise required by applicable law or agreed by us in writing, the following refund rules apply.
2. Before Work Begins – 90% Refund
If you cancel an order before we have begun substantive work on the poll, you are eligible for a refund of 90% of the amount paid for that poll.
The remaining 10% is retained to account for payment-processing charges, banking fees, administration and other transaction costs already incurred in receiving and refunding the payment.
For the purposes of this policy, substantive work has not begun merely because:
3. After Research Design Begins – 70% Refund
Once we have begun substantive research design or preparation, but before the poll has progressed to fieldwork or other committed delivery activity, you are eligible for a refund of 70% of the amount paid for that poll.
The remaining 30% reflects costs already incurred, which may include:
Research design is considered to have begun once we commence substantive work on preparing, reviewing, structuring or configuring your poll following receipt of your brief.
4. After Fieldwork or Committed Delivery Activity Begins – No Refund
Once fieldwork, paid distribution or another material delivery activity has begun, payments are non-refundable
This is because Strategic Anchor may by that stage have committed or incurred material costs that cannot reasonably be recovered.
This may include:
No refund is payable simply because the poll has not yet been completed at the time a cancellation request is made if fieldwork or another material delivery activity has already begun.
5. Order Acceptance and Unfeasible Polling Briefs
Payment for a Strategic Anchor poll constitutes submission of an order request. It does not, by itself, mean that we have accepted the proposed polling brief.
Each polling brief is subject to review and acceptance by Strategic Anchor in accordance with our Terms & Conditions.
If we determine that the requested poll cannot reasonably be delivered as proposed, we may suggest changes to the:
Where a reasonable alternative can be agreed, the poll will proceed on the revised basis.
If we cannot accept the polling brief and no reasonable alternative can be agreed, we will cancel the order.
Where we decline an order because we cannot accept or reasonably deliver the proposed polling brief, we will provide an appropriate refund having regard to the work already undertaken and any unavoidable costs incurred.
Where no substantive research work has begun, this will ordinarily be a 90% refund in accordance with section 2.
6. Changes Requested by the Customer
Reasonable changes may be accommodated before fieldwork begins, subject to our approval.
Material changes may constitute a revised or new polling engagement.
Material changes may include changes to:
Where a material change requires work already completed to be repeated or substantially revised, additional charges may apply.
Once fieldwork has begun, a material change may require the existing poll to be stopped and a new poll commissioned.
Payments already committed to the original poll will not ordinarily be refundable.
7. Dissatisfaction With Poll Results
Polling is research. Results may therefore differ from a customer’s expectations, assumptions, preferred outcome or previous research.
A refund will not be provided because:
This does not affect any rights you may have if we materially fail to provide the agreed service.
8. Delays
Delivery dates and timeframes are estimates unless we expressly agree otherwise in writing.
A delay does not automatically entitle you to cancel an order or receive a refund.
Polling may be affected by factors including:
Where a material delay occurs, we will use reasonable efforts to complete the poll or agree an appropriate alternative timetable.
9. Cancellation by Strategic Anchor
We may cancel, suspend or discontinue a poll where:
Where we cancel a poll for reasons that are not caused by the customer or a breach of our Terms & Conditions, we will determine any refund by reference to the stage of work completed and costs already incurred.
Where cancellation results from a customer’s breach, unlawful instructions, lack of required rights or permissions, or other conduct for which the customer is responsible, we may deduct or retain amounts reasonably reflecting work performed, costs incurred and commitments already made, subject to applicable law.
10. Volume Package Polls
This policy also applies to individual polls commissioned from a Strategic Anchor volume package, except where the Volume Package Terms specify otherwise.
Cancellation of an individual poll does not by itself cancel or reduce the underlying volume package commitment.
The purchase, use, cancellation and treatment of unused polls within a volume package are governed by the Strategic Anchor Volume Package Terms.
Volume package pricing is a discounted prepaid price. The discount is provided in consideration for both the customer purchasing the complete stated number of polls and paying the complete package price in full in advance. A volume package is not a pay-as-you-go or instalment arrangement.
Before substantive work has begun on any poll within a fully prepaid volume package, cancellation of the entire package will ordinarily be eligible for a 90% refund of the total package price paid.
Where research design or preparation has begun for a poll within the package, but fieldwork or another committed delivery activity has not begun for any poll, cancellation of the entire package will ordinarily be eligible for a 70% refund of the total package price paid.
Once fieldwork or another committed delivery activity has begun for any poll within the package, the volume package is non-refundable, including in respect of package polls that have not yet been commissioned or used, unless otherwise required by applicable law or expressly agreed by Strategic Anchor in writing.
Where an individual commissioned poll is cancelled but the volume package remains in place, the refund rules in sections 2 to 4 apply to the relevant poll payment value, and the treatment of the corresponding package entitlement will be determined under the Volume Package Terms.
11. How to Request a Cancellation
To request cancellation of a poll, contact us as soon as possible at:
info@rrsth.com
Your request should include sufficient information for us to identify the relevant order, such as:
A cancellation request takes effect when it is received by us.
The applicable refund percentage will therefore be determined by the stage the work has reached at the time we receive the cancellation request.
12. Refund Processing
Where a refund is approved, we will normally return the applicable amount using the original payment method where reasonably possible.
Refund processing times may depend on:
We are not responsible for delays caused by banks, card issuers or payment providers after we have submitted an approved refund for processing.
Unless required by applicable law, we are not responsible for differences caused by exchange-rate movements, foreign-exchange charges, bank charges or other fees imposed by third parties.
13. Chargebacks and Payment Disputes
If you believe that you are entitled to a refund, we ask that you contact us first so that we can review the matter.
Submitting a chargeback or payment dispute does not alter the contractual refund rules in this policy or our Terms & Conditions.
We reserve the right to provide the relevant payment provider with information reasonably necessary to respond to a chargeback or payment dispute, including evidence of:
14. Mandatory Legal Rights
Nothing in this Refund & Cancellation Policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded or restricted under applicable law.
Where mandatory law provides you with greater rights than those set out in this policy, the mandatory legal requirements will apply.
15. Changes to This Policy
We may update this Refund & Cancellation Policy from time to time.
The version applicable to a poll will ordinarily be the version in effect when the relevant order was placed, unless a change is required by law or otherwise agreed with you.
16. Contact Us
Questions about cancellations or refunds may be directed to:
Red Rabbit South Pte Ltd
Singapore
