Eligibility and request window
Contact us within 14 calendar days of payment if you believe a refund is due. Include the proposal number, payment date and reason. Eligibility depends on the agreed scope, work completed and committed project costs.
Before work starts
If you cancel before analysis or scheduled workshops begin, we will refund prepaid fees less any agreed non-refundable deposit, completed preparation and unavoidable third-party costs disclosed to you.
Work already started
Once work begins, completed discovery, data review, analysis, workshops and delivered materials are non-refundable. A partial refund may cover prepaid work not yet started, after deducting completed work and committed costs. Full refunds are available where we cannot provide the agreed service and no reasonable reschedule or substitute scope is accepted.
Deposits and reserved capacity
A proposal may identify a deposit as non-refundable where it reserves specialist capacity or covers onboarding work. Its amount and purpose will be stated before payment.
Cancellation, rescheduling and no-shows
Give at least two business days’ notice to reschedule a workshop. Late cancellations or no-shows may be charged for the reserved session. We will reasonably accommodate illness, emergencies and events outside your control.
How refunds are processed
Email hello@softkernelgrid.digital or write to our Kuala Lumpur office. We will acknowledge the request, review project records and normally respond within seven business days. Approved refunds are issued to the original payment method within 10 business days; bank processing may take longer.
Exceptions
Nothing in this policy limits rights that cannot be excluded under applicable Malaysian law. We may make fair exceptions where service failure or exceptional circumstances justify them. Last updated: 17 August 2026.