Legal · Effective 17 August 2026

Cancellation and refund policy

This policy applies to fees paid for referral analytics audits, measurement blueprints, performance studies and workshops. Project-specific terms in a signed proposal take priority.

Before work starts

If you cancel in writing before the agreed start date, we will refund prepaid fees less non-refundable costs already committed for your project. A cancellation received at least five business days before the start date is generally eligible for a full refund when no work or purchases have begun.

After work starts

Once work has started, completed analysis, preparation, meetings and allocated time are non-refundable. Any refund is limited to the unused portion of prepaid fees after deducting work completed and approved external costs. Delivered reports and completed workshops are non-refundable.

Deposits

A proposal may require a deposit to reserve capacity. Unless the proposal states otherwise, the deposit becomes non-refundable when work begins or when the reserved start date is fewer than five business days away, because that capacity may no longer be reassigned.

Rescheduling and no-shows

Meetings and workshops may be rescheduled once without charge with at least two business days’ notice. Later requests may incur preparation or reserved-time charges. A no-show may be treated as a completed session, but we will consider documented emergencies reasonably.

Servercachegrid cancellation

If we cancel a service and cannot offer a reasonable replacement date, you may choose a refund of the undelivered portion. If a material technical or data limitation prevents the agreed analysis, we will discuss a revised scope, credit or proportionate refund.

How to request a refund

Contact us in writing within 14 days of the cancellation or issue. Include your name, company, project reference, amount and reason. Send the request to our business address, 37 Jln Laruh, 93400 Kuching, Sarawak, Malaysia, or begin by calling +60 8242-7333.

Review and processing

We aim to acknowledge requests within three business days and decide them within ten business days after receiving needed information. Approved refunds are returned by the original payment method where practical and usually appear within 5–10 business days after approval, subject to the payment provider.

Exceptions

Nothing in this policy limits rights that cannot be excluded under applicable Malaysian law. We may make reasonable exceptions for serious circumstances. Purchased data, specialist materials or third-party services obtained specifically with your approval are not refundable once committed.