Refunds & cancellations

Scope

This policy applies to paid advisory engagements with Service Canvashub: retention audits, cohort reviews, and renewal workshops. It does not cover software subscriptions, physical goods, or marketplace purchases — we do not sell those.

Deposit

A fifty percent deposit typically reserves calendar dates. The deposit is credited toward the engagement fee. Deposits become non-refundable once the evidence pass has begun (we have confirmed receipt of materials and started reading them), except where required otherwise by Malaysian law.

Full refund eligibility

You may receive a full refund of amounts paid if:

• We cancel the engagement for reasons within our control and cannot offer a suitable alternative date within thirty days; or
• You cancel in writing before we begin the evidence pass and before any working session has occurred, and no custom preparation beyond intake scheduling was delivered.

Partial refunds

If you cancel after the evidence pass has started but before the working session, we may retain the deposit to cover work already performed and refund any surplus paid above that deposit. If the working session has occurred but the written brief is not yet delivered, fees for completed stages remain payable; unused later stages may be refunded on a pro-rata basis described in your statement of work.

Non-refundable items

• Work already delivered (briefs, memos, workshop summaries)
• Third-party venue costs you asked us to book on your behalf once incurred
• Time slots you missed without notice (no-shows) after a confirmed working session date

Rescheduling

You may reschedule a confirmed session once without penalty if you give at least five business days’ notice. Later reschedules may incur a rescheduling fee of up to fifteen percent of the engagement fee or forfeiture of the deposit if the slot cannot be refilled, whichever your statement of work specifies.

No-shows

If key participants do not attend a confirmed workshop or working session without prior notice, the session is treated as delivered for fee purposes. A repeat session may be booked at an additional fee.

Refund process & timing

Email info@service-canvashub.click with your engagement reference, reason, and preferred refund method. We confirm eligibility within five business days. Approved refunds are processed within fourteen business days to the original payment method where possible, or by bank transfer to a Malaysian account you nominate.

Work already started & materials

Exports and documents you share remain your property. We delete or return copies on request after the engagement closes, subject to record-keeping needs described in our Privacy policy. Fees for analysis already performed are not refundable merely because you later disagree with findings.

Exceptions

Statutory rights under Malaysian consumer law that cannot be waived remain unaffected. Engagements commissioned by businesses may follow the commercial terms in the statement of work where those terms are more specific than this page.

Contact for refund requests

Service Canvashub · Office 8, 24 Example Avenue, Kuala Lumpur 00000 · +60 3 0000 2180 · info@service-canvashub.click.