Refund & cancellation policy
Scope
This policy covers professional engagements described on this site: Retail Profitability Audit, App Analytics Review, Margin Leak Assessment, Seasonal Close Review, and related scoped work. It does not cover software licences, physical goods, or subscriptions because we do not sell those.
Deposit
A 40% deposit confirms your start date. Deposits are credited toward the total engagement fee.
Full refund eligibility
A full refund of amounts paid is available if:
- We cancel the engagement for reasons within our control before fieldwork begins, or
- You cancel in writing at least ten business days before the agreed start date and no preparatory work has been delivered
Partial refund
If you cancel fewer than ten business days before the start date, or after we have begun document review, we may retain a portion of the deposit reflecting time already spent on scoping, export checks, and scheduling. The retained amount will be itemised.
Non-refundable items
- Fees for completed milestones listed in the engagement letter
- Third-party travel costs already incurred with your written approval
- Time spent after you approve a draft findings pack
Work already started
Once fieldwork or desk review has begun, fees for completed stages remain payable. Unused future stages may be cancelled with a partial credit at our discretion.
Rescheduling
You may reschedule once without penalty if you give at least five business days’ notice. Later reschedules may incur a scheduling fee disclosed in writing.
No-shows
If key client contacts miss agreed working sessions without notice and the delay prevents progress, we may charge for the reserved time or convert the session to an asynchronous review.
Refund process
Email hello@ai-connects.digital with your engagement reference and reason. We confirm eligibility within five business days. Approved refunds are returned to the original payment method within fourteen business days of approval.
Exceptions
Statutory cooling-off rights that may apply under Malaysian consumer law are respected where they legally override this policy. Engagements contracted with company clients follow the engagement letter if it sets different commercial terms.