Refunds, deposits, and missed sittings
These rules apply to paid reviews and sessions: the engagement measurement review, event naming session, cohort reading, and launch-week observation. They do not apply to software licences or shipped goods because we do not sell those.
Eligibility
A refund is available when we have not started the booked work, or when we cancel because we cannot staff the dates. “Started” means we have opened your inventory or the first sitting has begun.
Timeframe
Ask in writing to hello@toolkitmeadow.click within fourteen days of the event that you believe justifies a refund (our cancellation, a missed kickoff we caused, or a deposit you paid before we declined the sample).
Full refund
You receive a full refund of sums paid if we cancel, if we decline the work because the sample cannot be cleaned of identifiers and no alternative is agreed, or if you cancel in writing more than ten working days before the kickoff and we have not opened the inventory.
Partial refund
If you cancel between ten and three working days before kickoff, we retain the thirty-percent deposit and refund any remainder. If inventory week has begun but the readout has not, we invoice for days already spent at a reasonable share of the fee and refund the unused portion.
Non-refundable items
The deposit becomes non-refundable once inventory week has started or once a naming session has begun. Launch-week observation days already written are non-refundable. Bank transfer fees charged by your bank are not returned.
Process and timing
Write to hello@toolkitmeadow.click with the booking dates and reason. We reply within five working days. Approved refunds are paid by bank transfer to the account that paid us, usually within fourteen working days after we have your account details.
Cancellation and rescheduling
You may reschedule once, at least five working days before kickoff, subject to studio availability. A second move is treated as a cancellation. We may reschedule for public holidays in Malaysia or illness; we will offer new dates rather than keep a fee for work not done.
No-shows
If no one from your side joins the kickoff or a named sitting and you have not written that morning, that sitting is forfeited. Launch-week notes still run if the feature shipped; if the feature did not ship and you did not tell us, the week is billed.
Work already started and materials
Findings pages already delivered remain yours; the fee for that portion is not refunded. We delete session samples on the ordinary schedule even if a later portion is refunded. We do not purchase physical materials for these bookings, so there is no materials restocking rule.
Exceptions
If a force majeure event in Kuala Lumpur closes the building, video sittings continue where possible. If video is impossible, we pause dates without treating the pause as your cancellation.
Studio: Level 10, 72 Demo Avenue, Kuala Lumpur 00000. Telephone: +60 3 0000 5410.