Refunds and cancellations
These terms apply to paid professional engagements with EnergyCortex Digital — audits, examinations, and advisory reviews described on this site.
Scope
This policy covers fees and deposits for claims financial audits, ledger reconciliation reviews, reserve examinations, and claims application analytics reviews. It does not cover retail product sales or software licences, which we do not offer.
Eligibility for refunds
Refunds depend on how far the engagement has progressed and whether a commencement deposit was paid under a signed letter of engagement.
Timeframe to request
Refund or cancellation requests must be sent in writing to hello@energycortex.digital within fourteen days of the event giving rise to the request (for example, your decision to cancel, or our notice that we cannot proceed).
Full and partial refunds
- Before fieldwork begins (no data received and no on-site days started): commencement deposits are refundable minus an administrative fee of MYR 750 or 10% of the deposit, whichever is lower.
- After data receipt but before substantial fieldwork: we refund unused fees after deducting time already spent at the agreed day rates and any non-recoverable travel booked with your approval.
- After substantial fieldwork or draft reporting: fees for work performed are payable; unused future milestone fees may be cancelled. Deposits are applied to earned fees first.
Non-refundable items
- Fees for completed milestones delivered to you
- Third-party costs already incurred with your written approval (for example, courier of files or specialist transcription)
- Administrative fee noted above when a deposit is returned before fieldwork
Process
Email hello@energycortex.digital with your engagement reference, reason, and preferred resolution. We confirm receipt within two business days and state the calculation within ten business days.
Processing time and method
Approved refunds are paid within fourteen business days to the original payer by bank transfer to a Malaysian account you nominate. We do not issue cash refunds.
Contact for refund requests
EnergyCortex Digital, Level 8, 42 Jalan Stesen, Johor Bahru, Johor 80000 · +60 7 555 7410 · hello@energycortex.digital
Cancellation and rescheduling
You may cancel by written notice. Rescheduling of on-site weeks is allowed once without charge if requested at least ten business days before the planned start; later changes may incur travel rebooking costs. We may cancel if conflicts arise or required access is not provided after reasonable notice; prepaid unused fees are then refunded without administrative fee.
Deposits
Where a 30% commencement deposit applies, it secures staffing for the agreed window and is credited toward invoices. Unused deposit balance after cancellation follows the refund rules above.
No-shows and delayed access
If agreed on-site days cannot proceed because access or coordinators are unavailable without two business days’ notice, we may charge the booked day rate for the first lost day and rebook remaining days.
Work already started
Time incurred on scoping beyond a complimentary enquiry call, sample design, and fieldwork is billable even if you later pause the engagement.
Exceptions
Statutory cooling-off rights under Malaysian consumer law apply only where you engage as an individual consumer outside trade. Most clients contract as businesses; those engagements follow the letter of engagement and this policy as incorporated therein.