Refunds, deposits, and missed sessions

Eligibility

A refund is due when we cancel a confirmed date and cannot offer another within twenty working days that you can attend. A refund is also due if you cancel in writing before we have started the work, subject to the timeframes below. Starting the work means the first workshop, the first audit import, or the first walkthrough — whichever comes first for that engagement.

Timeframe

Write to info@schema-pulsepoint.digital as soon as you know a date cannot stand. Requests are acknowledged within two working days. Approved refunds are processed within fourteen working days of that acknowledgement.

Full and partial refunds

Workshops. Cancel seven or more days before the session: full refund of the workshop fee, including the deposit. Cancel fewer than seven days before: the deposit is kept; any remainder already paid is returned. If we cancel, you receive a full refund or a new date, at your choice.

Audits, reviews, and schema planning. Cancel before the first scheduled session and before we have imported an export: full refund. After the first session or import, the deposit is non-refundable. If we have delivered a draft dictionary or a punch list, fees for completed stages stay payable; unused later stages are refunded on a written breakdown.

Non-refundable items

The deposit after work has started. Printed worksheets already produced for a workshop. Room hire we cannot recover when you cancel inside seven days and asked us to book a room outside Wisma Shaw. Time already spent on a paid inventory walk (RM 1,400) if you do not continue to schema planning.

Refund process and method

Tell us the engagement, the date, and the account that paid. We refund to the original transfer or card where the bank allows it. We do not refund in cash at the office. Processing time is fourteen working days after approval; banks in Malaysia may add their own clearing time.

Cancellation and rescheduling

You may reschedule a workshop once, with seven days’ notice, at no extra fee, to a date within three months. A second move is treated as a cancellation of the original booking and a new deposit. We may reschedule if a planner is ill; we will offer a new date within ten working days.

Deposits

Thirty percent holds the first date. It is credited to the final invoice. It is returned in full only in the cases named above.

No-shows

If nobody from your side attends a confirmed workshop or walkthrough, and you have not written to cancel, the session is treated as delivered. The deposit is kept. Remaining fees for that session stay payable. A later date is a new booking.

Work already started

Draft pages, clustered exports, and punch lists already written are part of the engagement even if you stop. We will send what exists and invoice for that stage. We will not delete your copy of a dictionary you have already paid for in full.

Purchased materials

We do not sell kits or third-party licences. If we print extra copies of your dictionary at your request, those print costs are non-refundable once printed.

Exceptions

If a movement control order or a building closure makes Wisma Shaw or your floor unusable, we will move the session to another room or to a remote writing day without treating it as your cancellation. Statutory rights under Malaysian consumer law that cannot be excluded remain available.