Refunds and cancellations

Write to info@modelvertexpoint.digital or call +60356373296 to request a refund or to cancel. Name the engagement, the estimate date, and whether access has already been granted. We confirm in writing.

Eligibility and timeframe

You may cancel for a full refund of sums paid if you write to us more than ten working days before the agreed start date and we have not yet opened your logs or begun the call inventory. Requests made later are assessed under the partial-refund and work-started rules below. Raise a refund request within thirty days of the event you want considered (cancellation, missed sitting, or delivery you believe is incomplete).

Deposits

The 40% deposit holds a start week. If you cancel with more than ten working days’ notice, the deposit is returned in full. With five to ten working days’ notice, we retain 20% of the agreed fee (or the deposit, whichever is smaller) for calendar reservation, and return the rest. With fewer than five working days’ notice, the deposit is not returned unless we can fill the week with other paid work, in which case we return the unused portion.

Work already started

Once a call inventory has begun, or we have sat with logs, the engagement is underway. You may still stop. We bill for days already worked against the estimate’s daily implication (total fee divided by the planned working days) and refund any unused remainder of sums paid. Materials already written (even in draft) are delivered as they stand; they may be incomplete.

Briefings and no-shows

Briefing fees paid to hold a date are refundable in full with three or more working days’ notice. Later cancellations forfeit the fee unless we can offer another slot within ten working days that you accept. If the room does not attend and does not send a message the same morning, the session is a no-show and is not refunded. Rescheduling once, with at least three working days’ notice, is free.

When we cannot observe the app

If, after intake, it becomes clear that logs cannot support even an inferred picture and you decline an instrumentation review, we refund the deposit minus time already spent on intake, billed at RM 450 per hour, capped at the deposit. If you were told at intake that a portion would be inferred and you agreed in writing, that limitation is not a ground for refund by itself.

Incomplete delivery

If we miss an agreed delivery date by more than ten working days for reasons other than your delayed access, you may cancel the remainder and receive a refund of fees paid for undelivered artefacts (the walkthrough counts as an artefact). A report delivered on time, even if you disagree with a finding, is not incomplete delivery.

Non-refundable items

Time already spent reading logs; travel booked for sittings outside the Klang Valley at your request once tickets are purchased (we will try to recover and pass back what we recover); and briefing no-shows. We do not sell physical materials, courses, or downloadable product keys, so there are no product-return rules.

How refunds are paid

Refunds go back by the same method you used to pay, where that is possible, within fourteen working days of our written agreement that a refund is due. Bank transfers inside Malaysia are usual. We do not refund in kind with extra sittings unless you ask for that instead of money.

Rescheduling assessments

You may move a start week once, with at least five working days’ notice, without extra fee, subject to our calendar. A second move is treated as a cancellation and a new estimate.