Refunds and cancellation

This notice applies to professional review work by Platform Pulse Hub: baselines, cutover notes, mapping sheets, reconciliation, and working sessions. We do not sell boxed products, subscriptions, or shipped goods, so those models are omitted on purpose.

Eligibility

A refund is available when we have not started the work you paid for, or when we cancel an engagement we can no longer staff. “Started” means we have opened intake, requested access, or reserved a session date in writing after your deposit cleared.

Timeframe

Ask for a refund in writing to info@platform-pulsehub.digital within fourteen days of the invoice or deposit date if the work has not started. After work has started, the rules below on partial refunds apply instead of a cooling-off request.

Full refund

You receive a full refund of sums paid if we cancel, if we never confirmed a start date, or if you withdraw before we have opened intake and before a session date was reserved. Bank charges on the original payment are deducted only if the bank will not reverse them; we will say so in the reply.

Partial refund

If intake has opened or interviews have been booked, we refund the unused remainder after deducting time already spent at the day rate on the Rates page, and after deducting the deposit share that held the calendar (see deposits). You will receive a short account of days used.

Non-refundable items

The following are not refunded once they have occurred: a working session that was held; a walkthrough that was held; travel booked for an on-site session outside Penang Island with your written agreement; and time spent reconstructing an inventory you later decide not to use. We do not charge for materials we did not buy on your behalf, because this practice does not purchase instrumentation licences for clients.

How to request a refund

Write to info@platform-pulsehub.digital with the engagement name, the invoice or deposit reference, and whether you wish to stop entirely or to reschedule. You may also telephone +6042831831 and follow with the same mail so we have a record. Address for notices: 130E,Patani Road,Kampung Rawa,10150,Malaysia.

Processing time and method

Approved refunds are paid back by the same method as the original transfer where the bank allows it, otherwise by Malaysian bank transfer, within fourteen working days after we agree the amount. We do not send cash.

Deposits

The forty percent deposit holds a start date. If you cancel more than ten days before that date and we have not opened intake, the deposit is returned minus a five hundred ringgit calendar hold. Inside ten days, the deposit is retained unless we fill the slot with another engagement; if we fill it, we return the deposit minus the calendar hold.

Rescheduling

One reschedule with at least five working days’ notice is free. Later or repeated moves are treated as a cancellation of the original date plus a new booking, and the deposit rules apply to the date you leave.

Working sessions and no-shows

A half-day session cancelled with less than two working days’ notice, or a no-show by the named attendees without a usable remote fallback, is charged in full. If we are the party who cannot attend, you may choose a new date or a full refund of that session fee.

Work already started

Draft inventories, interview recordings we were permitted to keep, and unfinished briefs remain our working papers. Paid-for finished artefacts already delivered are not returned for a refund; you keep the licence described in the terms. If you stop mid-baseline, you may ask for the unfinished inventory as-is; we will send it without a walkthrough and without a second reader, and the partial-refund account will show that.

Exceptions

If Malaysian consumer law gives you a right this notice does not list, that right still applies. If illness or a government restriction prevents an on-site session, we move it to a call or to a new date without treating it as a no-show.