Scope
This policy applies to paid analytics consulting engagements. It does not create a right beyond the signed proposal or service agreement, whose specific terms take priority.
Cancellation before work starts
You may cancel in writing before the agreed start date. Fees paid in advance are eligible for a full refund, less any non-refundable third-party costs approved by you and already incurred. Notify us at least five business days before a scheduled workshop to avoid rescheduling costs.
Work already started
Once work begins, completed discovery, analysis, meetings and prepared materials are non-refundable. If you cancel part-way through, we will calculate a partial refund for prepaid, unperformed work after deducting completed work and committed costs. Deposits that reserve capacity may be non-refundable where stated in the proposal.
Rescheduling and no-shows
One reasonable rescheduling request made at least two business days in advance is normally accepted without charge. Repeated changes, late notice or a no-show may be charged for the reserved time. We will offer a new date subject to availability.
When we cancel
If we cannot deliver and no suitable reschedule is agreed, we will refund fees paid for the undelivered portion. This does not include delays caused by missing access, incomplete data or other client dependencies.
How to request a refund
Email hello@modelvectorgrid.digital with your company name, engagement reference, reason and payment details. Requests should be made within 14 days of cancellation or the issue becoming known.
Processing
We will acknowledge requests within three business days and aim to decide them within ten business days. Approved refunds are returned to the original payment method where possible and may take 5–15 business days to appear. Bank processing times are outside our control.
Exceptions
We may consider exceptional circumstances fairly and in line with Malaysian consumer law. Purchased reports, completed workshops, bespoke materials already produced and third-party expenses are not refundable unless defective or otherwise required by law.