Refunds and cancellation

What can be refunded

A deposit or fee is refundable when we have not started the booked work and you cancel within the window in your engagement letter, usually ten working days before the first on-site day. “Started” means we have used the live access you provided, begun interviews or ride-alongs, or begun the configuration review described in the letter.

If we cancel because we cannot staff the week, or because a conflict appears after booking, you receive a full refund of sums paid for that engagement. We will also say so in writing.

Partial refunds

If you cancel after work has started but before the findings session, we invoice for days already spent, including travel days already taken, and refund the unused remainder of the fee. Time is counted in half-days. Preparation that used your live access counts as started work.

What is not refundable

Once the findings session has been held, the professional fee for that engagement is not refundable. The letter is the deliverable; disagreement with a finding is not a ground for a refund. Prepaid travel that cannot be recovered — for example a fare to Penang or Johor already ticketed at your request — is not refundable unless we cancelled. We do not sell software, spare parts, or shipped goods, so there is no product-return path on this site.

Deposits

We may ask for a deposit to hold a named week. The deposit is applied to the final invoice. It is refundable on the same rules as the fee. Holding a week without a deposit is at our discretion and is not a confirmed booking.

Rescheduling

You may move a booked week once, with at least ten working days’ notice, to another week we can staff within three months. A second move, or a move with less notice, is treated as a cancellation of the original week. We will try to offer a later slot; we do not promise one.

No-shows and access that never arrives

If our auditor arrives at the agreed yard and the host is absent, or live access was never granted after reminders in the letter, the first day is chargeable and is not refunded. We will wait a reasonable time that morning, then leave a note with the site contact. A new date is a new booking.

Work already started, and materials

Notes, marked-up boards, and draft maps produced during the week remain part of the engagement file. They are not a separate product you can return. We do not purchase materials on your behalf as a retail item. If a site requires paid visitor passes or car-park fees, those out-of-pocket costs are billed at cost and are not refundable once paid.

How to ask

Write to audits@runtimemesh-core.digital with the organisation name, the engagement week, and whether you are cancelling, rescheduling, or asking about a deposit. You may also call +60 3-20781097 or write to 31 Jln Ampang, Kuala Lumpur, Wilayah Persekutuan 50450, Malaysia.

Approved refunds are paid by the same method as the original invoice payment, usually a bank transfer to the account that paid us. We aim to instruct the transfer within fourteen working days after we confirm the amount in writing. Bank processing after that is outside our office.

Exceptions

If a mandatory Malaysian consumer rule applies to your booking and is stricter than this page, that rule prevails. Most of our work is a business-to-business professional service confirmed by engagement letter. This page does not cover goods, subscriptions, or event tickets, because we do not sell them.