Fees and refunds
Money follows the letter, not this website.
We do not take cards, wallets, or checkout on this site. The rules below apply to professional fees for storefront examinations once a scoping note and engagement letter are in place.
What can be refunded
Fees are for time and a written deliverable on a named e-commerce application. They are not for goods, shipping, or a software licence. A refund is considered only against amounts you have already paid under an engagement letter.
Timeframe
Ask in writing to desk@endpointmesh-hub.digital within fourteen days of the event you rely on (a cancellation, a missed start, or a deliverable you believe does not match the letter). Requests after that window are considered only where Malaysian law requires it or where we agree in the letter to a longer period.
Full refund
If we have received a retainer and we have not started fieldwork — no sample sessions, no file requests issued, no on-site day begun — we refund the retainer in full, less any bank charges we cannot recover, provided you cancel in writing before the start date in the letter.
Partial refund
If fieldwork has started, we bill time and expenses to the stop date and refund any unused retainer. “Started” includes a completed walkthrough hour, a first extract already in our possession, or a scheduled warehouse visit that we attended. We do not refund for findings you dislike if the letter’s scope was performed.
Non-refundable items
Third-party costs we have already incurred with your written approval — for example a 3PL access fee or a certified extract — are not refundable once spent. Time already written up in a draft letter is not refundable. Informational fee ranges on this website are not payments and cannot be refunded.
How to ask
Write to desk@endpointmesh-hub.digital with the engagement reference, the storefront named in the letter, and whether you seek cancellation, rescheduling, or a refund. You may also telephone +60 3-78449484 and follow with the same email. We acknowledge within five working days.
Processing time and method
Approved refunds are paid within fourteen working days by bank transfer to the account that paid us, in Malaysian ringgit unless the letter used another currency. We do not refund in store credit, vouchers, or cash at the desk.
Cancellation
You may cancel in writing at any time. If you cancel more than ten working days before the start date, the retainer is returned as a full refund under the rule above. Inside ten working days we may keep up to thirty percent of the retainer to cover a reserved team, unless we can re-fill the week, in which case we keep only time already spent on scoping.
Rescheduling
One reschedule of the start date, with at least seven working days’ notice, is made without a fee if the new window is within three months. Further moves, or a move inside seven working days, may be charged as a new scoping note. Campaign weekends you named in the letter are treated as fixed dates; moving them is a new booking.
Deposits and retainers
We may ask for a retainer before the first walkthrough day. It is credited against the final invoice. It is not taken through this website. Unpaid retainers mean we do not start.
No-shows
If your team is not available for a booked walkthrough day and you have not given one working day’s notice, we may charge that day as time. A second no-show allows us to end the engagement and bill time to date; unused retainer after that bill is refunded.
Work already started
Once sample sessions or file reading have begun, stopping the work does not unwind those hours. You still receive whatever working papers exist at the stop date, marked as incomplete if the letter’s full scope was not finished.
Materials
We do not sell physical kits. Copies of your own extracts are returned or destroyed under the letter. Our findings letter remains our work product; you may use it inside your organisation as the letter states. There is no “unused product” to send back.
Exceptions
If we cannot staff the week we accepted, we refund any retainer in full and help you find another date. If Malaysian law gives you a right that is stronger than this page, that right applies. This page does not cover platform subscriptions, parcels, or retail goods — we do not sell those.
Contact
Refund requests: desk@endpointmesh-hub.digital, +60 3-78449484, Lot 20, Petaling Jaya, Selangor 46100, Malaysia.