When a fee comes back, and when it stays with the days already walked

Write to info@pipeline-mapbase.digital with “refund” in the subject line, or call +60391328961. Name the estimate date and the capture path. We answer refund questions within two working days.

Eligibility

A full refund of money you have paid is available if we cancel an engagement before kickoff, or if we cannot attend a booked Klang Valley visit and cannot offer another date within ten working days. A full refund of a deposit is also available if you cancel in writing more than ten working days before the agreed kickoff.

Timeframe

Ask within fourteen days of the event you are citing (our cancellation, your cancellation, a missed hour, or delivery of a map you believe is not the path we agreed). Older requests are considered only where Malaysian law requires it.

Full or partial

If you cancel between ten and three working days before kickoff, we keep 50% of the deposit to cover the week we held and return the rest. If you cancel inside three working days, the deposit is not returned. After kickoff, fees follow the work already done: walkthrough days billed, staff hour billed, unreadout maps billed at 80% of the remaining balance if you still want the PDF without the meeting, or 100% if the PDF and readout were both delivered.

Non-refundable items

Travel lines already spent on a visit outside the 25 km radius, once tickets or mileage have been incurred with your written agreement, are not refundable. Extra staff hours at RM 350 that already took place are not refundable. A map that matches the live path on the kickoff dates is not refundable merely because the stalls are uncomfortable to read.

Process

Email the request. We confirm what has been walked and what has been invoiced. If a refund is due, we write the amount and the method. Do not send another payment “to reverse” an invoice; wait for our note.

Processing time and method

Approved refunds are paid within fourteen working days by the same channel you used (bank transfer to the Malaysian account that paid us, unless that account is closed, in which case we will ask for another Malaysian account in the same organisation’s name). We do not refund in cash at Taman Len Sen.

Cancellation and rescheduling

You may move a kickoff week once, with five working days’ notice, at no charge. A second move, or a move with less notice, may require a fresh deposit if the original week cannot be filled. We may move a date around public holidays in Wilayah Persekutuan or when a staff hour cannot proceed because the callback owner is unwell; that is not a cancellation by you.

Deposits

The 40% deposit on a Full Pipeline Map or Handoff Mapping holds the kickoff week. It is applied to the final invoice if the work proceeds. Capture Point Review and Quarterly Check have no deposit unless you asked us to hold a specific week.

No-shows

If we arrive for a booked counter hour and the tablet or the named staff member is not available, that hour is treated as delivered. We will offer one replacement hour in the following ten working days; a second no-show is billed without a further visit. Video interviews follow the same rule: a waiting time of twenty minutes without you on the call is a no-show.

Work already started

Once we have completed the live walkthrough, that portion stands even if you later pause. We can freeze the engagement if you rebuild the capture app mid-path; the clock stops, and days already walked remain payable. When the path is stable we finish the map or, if you withdraw, invoice for work done as set out above.

Materials

We do not purchase goods on your behalf. The PDF is the material. If a readout has not happened, you still receive the PDF when the remaining balance for the written map is paid, unless you asked us to destroy it — in which case the written-map portion remains payable because the walking already happened.

Exceptions

If we deliver a map of the wrong capture path (a different app from the one named in the estimate), we will redraw the agreed path at no further fee or refund the fees for that engagement, at your choice. Illness at our desk that cancels a readout is rescheduled; it is not a ground for keeping the PDF and reclaiming the whole fee.