Refund & cancellation policy

Last updated: 18 August 2026

Scope

This policy applies to paid professional engagements with Digital Vertex Grid, including Membership Behaviour Assessments, Retention Pattern Reviews, Cohort Engagement Briefings, and Loyalty Advisory Sessions. It does not cover software licences or physical product shipments—we do not sell those.

Deposits

Engagements typically require a deposit stated in the engagement letter before work begins. Deposits secure scheduling and preparation time.

Full refund eligibility

If you cancel in writing before we begin substantive work (including data review or kick-off interviews), we refund fees paid minus any non-recoverable third-party costs already incurred with your written approval. Cancellations received at least seven days before a booked advisory session receive a full refund of the session fee.

Partial refunds

If work has started, we may issue a partial refund reflecting completed stages (for example, kick-off completed but findings workshop not yet held). The engagement letter may define stage fees. Completed stages are ordinarily non-refundable.

Non-refundable items

• Completed briefing sessions and delivered written reports
• On-site workshop travel costs already spent with your approval
• Advisory sessions cancelled with less than seven days’ notice (except where we cancel)

Rescheduling

You may reschedule an advisory session once without charge if you give at least seven days’ notice. Later reschedules may incur a MYR 300 administration fee. Assessment timelines may shift by mutual written agreement when data handover is delayed.

No-shows

If key stakeholders fail to attend a scheduled briefing without notice, that session is treated as delivered. A replacement session may be booked at the then-current session fee.

Work already started

Once anonymised membership data review or interviews have begun, fees for those stages remain due even if you later pause the engagement.

Refund process and timing

Email refund requests to info@digitalvertexgrid.digital with your engagement reference. Approved refunds are processed within fourteen business days to the original payment method where possible.

Exceptions

If we cancel an engagement for reasons other than your breach of the engagement letter, you receive a full refund of amounts paid for undelivered work.

Contact

+60322740829 · 1 144 Jln Tun Sambanthan,Kuala Lumpur,Wilayah Persekutuan,50470,Malaysia