Refunds and cancelled work

Eligibility

Refunds are about fees you have paid us for an engagement that has not been delivered as quoted, or that you cancel under the conditions below. They are not a guarantee that your analytics property will show a particular number after you implement a finding.

Timeframe

Ask in writing to info@auditcanvasbase.digital as soon as you know you need to cancel or that a deliverable is missing. We review refund requests within ten working days of receiving enough detail (quote reference, date, and reason). Approved refunds are paid within fifteen working days after we agree the amount.

Deposit

The thirty percent deposit holds a slot on our calendar. If you cancel more than ten working days before the agreed start of walking or of the session, we refund the deposit in full. If you cancel ten working days or fewer before that start, the deposit is kept, because the slot is difficult to fill. If we cancel, the deposit is refunded in full, and any other fees you have already paid for that engagement are refunded.

Work already started

Once we have installed a build, begun a journey walk, or opened a facilitated session, fees for time already spent are not refundable. If you cancel mid-audit, we will invoice (or keep) a reasonable portion of the remaining fee for work done, and refund the unused remainder of the balance if you have already paid it. You may ask for whatever draft notes exist at that point; they will be incomplete.

Full and partial refunds

A full refund of fees paid applies if we have not started the walk or session and you cancelled inside the deposit window above, or if we are unable to deliver and you do not want a rearranged date. A partial refund applies when some walking or facilitation has occurred, or when only one store of a two-store quote could be installed and you choose to stop rather than wait for the second build.

Non-refundable items

Agreed travel expenses already incurred for an in-person day in or beyond Penang are not refundable. A completed written report, measurement plan, or mapping table that matches the quote is not refundable because you already have the deliverable. A readout that you attended is not refundable.

No-shows

If nobody from your side joins a scheduled readout or measurement plan session and you had not rescheduled with at least two working days’ notice, that session is treated as delivered. We will offer one alternative time as a courtesy; we will not refund the facilitation fee for the missed sitting.

Rescheduling

You may reschedule a session or a readout once, with at least two working days’ notice, at no extra fee. Further moves, or a move with less notice, may be charged as a new sitting at a figure we will state before we agree the date.

If we cannot install the build

If the candidate you sent cannot be installed, or debug logs cannot be produced, we pause rather than invent findings. If that pause lasts more than twenty working days because we are still waiting on you, we may close the engagement, keep the deposit, and refund any unused balance of a paid fee. If the fault is ours (for example we lose a confirmed slot without cause), you may choose a new date or a full refund of fees paid for that engagement.

How to request a refund

Email info@auditcanvasbase.digital with the subject “Refund”, the quote or invoice number, and what you are asking for. You may also write to Jalan Bayu Mutiara 1, Taman Bayu Mutiara,Bukit Mertajam,Pulau Pinang,14000,Malaysia, or telephone +60378805813. We will confirm the amount and the method before money moves.

Refund method and processing time

We refund by the same method you paid, usually a Malaysian bank transfer. Allow up to fifteen working days after approval for the amount to appear, plus whatever your bank adds. We do not refund in cash at the office.

Exceptions

If a quote states a different deposit or cancellation window, the quote wins for that engagement. Statutory rights under Malaysian law that cannot be waived still apply.