Last updated 17 August 2026
Refund & cancellation policy
This document explains our approach in plain English. Please contact us if you need clarification about how it applies to your engagement.
Eligibility and request timeframe
Because our work is scheduled consulting rather than a physical product, refunds depend on work completed and costs committed. Submit a refund request within 14 calendar days of the relevant payment and before the engagement is completed. A timely request does not automatically guarantee a refund.
Full and partial refunds
A full refund may be available when we cancel before work starts or cannot provide the agreed service. A partial refund may be available for prepaid, unperformed work after deducting completed analysis, workshops, reserved time, approved third-party costs and purchased data or materials that cannot be recovered.
Non-refundable amounts
Completed discovery, analysis, delivered reports, attended workshops, deposits identified as non-refundable in a signed proposal, and approved external costs are not refundable. Work already started is charged at the rate or milestone basis agreed in the proposal.
Cancellation, rescheduling and no-shows
Tell us promptly if plans change. Sessions may be rescheduled once without charge when at least two business days’ notice is given, subject to availability. Late cancellation or no-show time may be treated as delivered because the consulting capacity was reserved. Engagement cancellation terms in a signed proposal take precedence.
How refunds are processed
Contact us by telephone or through the enquiry form with the engagement name, invoice reference, reason and requested outcome. We will acknowledge the request, review delivered and committed work, and explain our decision. Approved refunds are normally initiated within 10 business days.
Method, timing and exceptions
Approved refunds are returned to the original payment method where possible. Bank and payment-provider processing can add time after initiation. We may use another agreed method when the original method is unavailable. Nothing in this policy limits rights that cannot be excluded under Malaysian law.
Contact for requests
Send refund and cancellation requests to Fabric Synchub, 2 Jln 5, Taman Sungai Jelok, 43000 Kajang, Selangor, Malaysia, or call +60 3 8736-4730. Include enough information for us to identify the engagement securely.