Refunds, postponement, and work already begun

Eligibility

A refund is available when we have not yet held the first participant session (or, for a language review, the first working session), and you cancel in writing. Once sessions have begun, fees for time already spent are not returned. Unused later weeks may be refunded in part, as set out below.

Timeframe

Write to info@cloud-pulsepoint.digital at least ten working days before the first booked session week if you want a full refund of sums paid, minus a RM 400 administration charge for estimates already issued. Inside ten working days, the thirty percent deposit is kept; other sums paid for work not yet started are returned.

Full and partial refunds

Full refund minus the administration charge: cancellation before we have booked participants or opened a protocol. Partial refund: after the briefing but before sessions, we keep the deposit and return the rest. After sessions have started, we invoice for days already worked at a day rate derived from the estimate, and return any unused remainder. There is no refund for a completed readout.

Non-refundable items

The administration charge after an issued estimate. Travel already bought at your request. Room hire already paid at cost. Participant thank-you payments already made. Those are not profit lines; they are money that has left the practice.

Process

Send a message to info@cloud-pulsepoint.digital with the estimate reference, the app name, and whether you wish to cancel or postpone. Priya confirms what has been spent. Refunds are made to the Malaysian bank account or card that paid, within fifteen working days of that confirmation. We do not refund in cash at the Senawang office.

Cancellation and rescheduling

You may postpone once, to a week we both have free, without extra charge if you give ten working days. A second postponement is treated as a cancellation of the original week and a new estimate. If we must postpone because of illness in the practice, you may wait or take a full refund of unused fees, including the deposit.

Deposits

Thirty percent holds the first session week. It is credited to the final invoice. It is kept if you cancel inside ten working days of that week, unless we are the ones who cannot attend.

No-shows

If a participant does not attend and you cannot offer a replacement in the same week, that session is still counted as delivered for scheduling purposes. We will try to find another hour in the study window. We will not extend the window without a written change to the estimate.

Work already started

Briefing notes, consent wording, and session guides prepared for your app count as work started even if no writer has yet sat down. Those hours are billed if you cancel after we have sent them.

Exceptions

If we breach confidentiality, store note bodies against the protocol, or sit with a notebook after you told us a child writes in it, you may end the engagement and receive unused fees including the deposit. If a session cannot run because we failed to send the consent form, that session is not charged.

Contact for refund requests

G 5 Lrg Bunga Raya 6/2 Senawang Business Centre,Seremban,Negeri Sembilan,70400,Malaysia. Telephone +6066781815. Email info@cloud-pulsepoint.digital. Ask for Priya Menon and name the estimate.