Refund and cancellation policy

Eligibility and request timeframe

Because our work is a tailored professional service, refunds depend on the stage reached. Submit a request by calling +60 5-727 0772 within 14 calendar days of the relevant invoice or the event giving rise to the request. Explain the engagement, concern and requested resolution.

Before work starts

If you cancel before the agreed start date, prepaid fees are refundable less non-recoverable third-party costs and any expressly stated booking deposit. A deposit is refundable only where the accepted proposal says so or where Malaysian law requires it.

Work already started

Once discovery, data review, analysis or workshops have begun, fees for completed time and delivered milestones are non-refundable. A partial refund may cover prepaid work not yet started, after deducting completed work and non-recoverable costs. Completed reports, workshops and consumed advisory hours are not refundable merely because findings differ from expectations; analytical outcomes are not guaranteed.

Full refunds and exceptions

A full refund is available when we cancel an engagement before any work begins and cannot offer an acceptable new date. If a delivered service materially fails the signed scope, notify us promptly. We will first offer a reasonable correction or re-performance; where that is not possible, an appropriate full or partial refund may apply. Statutory rights are not excluded.

Cancellation, rescheduling and no-shows

Reschedule a workshop or scheduled session at least two Malaysian business days beforehand without charge on the first occasion. Later changes may incur reasonable preparation or facilitator time. If your required attendees do not attend and no notice is given, the session is treated as delivered. Repeated delays may require a revised schedule and fee.

Purchased resources

Approved, engagement-specific data access, specialist licences or other third-party resources already purchased are non-refundable unless the supplier refunds us. We do not charge for physical materials or product shipping.

Processing and method

We acknowledge a refund request within five Malaysian business days and aim to decide it within ten. Approved refunds are issued to the original payment method where practical within 14 calendar days of approval; bank processing may add time. We never require an additional payment to release a refund.