Legal · Updated 17 August 2026

Refund and cancellation policy

This policy applies to professional analytics reviews and recurring reporting engagements. Specific signed terms take priority where they differ.

Eligibility

Before work starts, prepaid fees may be refunded in full if cancellation is received within 3 business days of payment, less non-recoverable third-party costs disclosed in advance. After work starts, any refund is limited to fees for clearly unperformed work.

Deposits and committed work

A proposal may require a deposit to reserve analysis capacity. Once the scheduled work begins, the portion covering completed discovery, data review, analysis, meetings or report preparation is non-refundable. Purchased data access or other approved external costs are non-refundable once committed.

Recurring engagements

You may cancel a recurring engagement with 14 days' written notice before the next reporting cycle. Work already started for the current cycle remains payable. We will identify completed and unperformed portions when assessing any partial refund.

Rescheduling and no-shows

Review meetings may be rescheduled without charge with at least 2 business days' notice. Late changes and no-shows may be charged for reserved preparation and meeting time, though we will make a reasonable effort to offer another slot.

How to request a refund

Email hello@auditpacketgrid.digital with the organisation name, invoice reference, service, reason and preferred contact details. We will acknowledge the request within 3 business days and may ask for information needed to assess work status.

Processing and method

Approved refunds are initiated within 10 business days using the original payment method where reasonably possible. Bank or payment-provider processing may take additional time. No cash alternative is offered for a card or bank payment.

Service concerns and exceptions

Please report a material scope or quality concern promptly so we can review and, where appropriate, correct the work. Nothing in this policy limits rights that cannot be excluded under Malaysian law. Exceptional illness, access failure or other serious circumstances will be assessed fairly in light of work already completed.