Refund Policy

This policy applies to consulting engagements with SchemaCloud Hub Advisory for financial audit of mobile banking applications. It does not apply to software licences, goods, or online checkout—this site does not sell those. Fees, deposits, and schedules are set in a written statement of work (SOW). Where this page and an SOW differ, the SOW prevails.

Eligibility

Refunds are available only for amounts actually paid to us under a confirmed SOW. Informational prices on this website are not invoices. A request must come from the contracting party named in the SOW, in writing, to hello@schemacloud-hub.digital or by post to No. 114 Jln Damai, Kuala Lumpur, Wilayah Persekutuan, 55000, Malaysia.

Timeframe to request

Send a refund request within 14 calendar days of the event that gives rise to it (for example, a cancelled start date, a no-show we caused, or a scope we cannot staff). Requests after that window are considered only where Malaysian law requires it or where we agree in writing.

Full refund

A full refund of amounts paid is due if we cancel the engagement before any fieldwork, sampling, or walkthrough has started, and we cannot offer a mutually agreed new start date within 30 calendar days. A full refund is also due if we have not commenced work and you withdraw in writing at least 10 business days before the agreed start date.

Partial refund

If work has started—access confirmed, samples selected, interviews held, or draft notes issued—we refund the unused portion of fees after deducting time already spent at the rates in the SOW, plus any non-cancellable third-party costs we incurred with your prior written approval (for example, a booked meeting room). If more than 70% of the agreed scope is complete, no partial refund of the professional fee is due unless the SOW says otherwise.

Non-refundable items

The following are not refundable once incurred: the deposit described below after the cooling-off in the SOW (if any) has passed; time already worked; and third-party costs you approved in writing. We do not charge for unused materials because we do not sell physical kits or printed product packs.

Deposits

A typical SOW asks for a booking deposit of 30% of the informational fee, payable by bank transfer after the SOW is signed. The deposit reserves named staff and a start window. It is credited against the final invoice. It is refundable in full if you cancel at least 10 business days before the start date and no fieldwork has begun. After that point the deposit is applied to time already spent; any remainder is refunded under the partial-refund rule.

Cancellation by you

Write to us to cancel. If you cancel 10 or more business days before the start date and work has not begun, paid amounts are refunded minus any approved third-party costs. If you cancel later, the partial-refund rule applies.

Rescheduling

You may request one reschedule of a walkthrough or on-site day at no charge if you give at least 5 business days’ notice. Later changes may be treated as a cancellation of that day and re-booked as new time. We will reschedule without penalty if our named lead is unavailable.

No-shows

If your nominated owners do not attend an agreed walkthrough and we received no notice, that day is billable and is not refunded. We will offer one replacement slot in the following 15 business days, billed only if extra days are needed beyond the SOW.

Work already started

Once read-only access is confirmed or the first sample is drawn, the engagement has started. Stopping at that point does not unwind time already spent. Draft notes remain yours under the SOW’s intellectual-property clause; we do not take them back as a condition of a partial refund.

Refund process and method

We acknowledge a written request within 5 business days and confirm the calculation within 10 business days. Approved refunds are paid by bank transfer to the account that paid us, within 14 business days of confirmation. We do not refund in cash, e-wallet, or card checkout because we do not collect those methods on this site.

Processing time

From complete request to funds leaving our account, expect up to 24 business days, including bank clearing. We will send a short confirmation when the transfer is instructed.

Exceptions

If we cannot complete the agreed sample because your application access is withdrawn, we invoice only for work done and refund the unused balance. If a regulator or court requires a different treatment, that requirement prevails. This policy does not cover consumer retail goods, shipping, or event tickets—we do not offer them.

Contact for refund requests

SchemaCloud Hub Advisory, No. 114 Jln Damai, Kuala Lumpur, Wilayah Persekutuan, 55000, Malaysia. Email hello@schemacloud-hub.digital. Telephone +60 03-2142-3178. Monday to Friday, 9:00–17:30 MYT. Saturday by appointment.