Before work starts
You may cancel by telephone or written notice. A full refund is available when we receive notice at least five business days before the scheduled start and have not begun preparation or committed non-recoverable third-party costs.
Partial refunds
If preparation has started, any refund deducts completed discovery, test planning, environment review, reserved specialist time and approved materials or third-party costs. We provide a breakdown. Deposits become non-refundable once equivalent work or commitments have been incurred.
Work already started
Completed audit, evidence collection, analysis, reporting and retesting are non-refundable. If you stop an engagement, we invoice work completed to the cancellation date and return any remaining prepaid balance after valid deductions.
Rescheduling and missed sessions
One reschedule is normally permitted without a fee when requested at least two business days before a planned workshop or testing window. Late changes may incur costs where time cannot be reassigned. A missed session without notice may be charged, but we will consider documented emergencies reasonably.
Service concerns and exceptions
Tell us promptly if a deliverable materially differs from the accepted scope. We will first correct or repeat the affected work where reasonable. If we cancel and cannot offer an acceptable new date, prepaid fees for undelivered work are refunded in full. Statutory rights under Malaysian law are not limited.
How to request a refund
Call +60 5-5361974 and provide your organisation, proposal reference, reason and payment details needed to locate the transaction. Approved refunds are returned to the original payment method, normally within 10 business days; bank processing may take longer. We do not issue cash refunds for electronic payments.