Refunds and cancelled site days

Eligibility

Refunds apply only to fees you have paid us under a written engagement note for hospitality application audit work. Briefing requests submitted through this website are free and have nothing to refund. Informational fee ranges on service pages are not invoices.

Timeframe to ask

Ask in writing within 14 days of the event that triggers the request (cancellation, unused prepaid days, or a deposit you believe should return). Requests after the report has been accepted are limited to arithmetic errors on the invoice.

Deposits

A deposit holds on-site days and travel blocks. If you cancel more than 10 full days before the first scheduled on-site day, the deposit is returned in full. If you cancel between 10 days and 72 hours before, half the deposit is returned. Inside 72 hours, the deposit is not returned, because we have already declined other properties for that window.

Unused prepaid days

If the engagement is prepaid as a block of days and we jointly agree to end early because the scoped paths are complete, unused whole days are refunded. Partial days already started are not refunded. Days unused because your nominated contact was absent, or because vendor access was not granted, are not refunded unless we caused the gap.

Work already started

Once walkthroughs or control tests have begun, fees for time already spent — including preparation of the inventory and any travel already incurred as named in the note — are not refundable. Remaining unworked days follow the unused-days rule above.

Rescheduling

You may reschedule on-site days once, with at least 7 days’ notice, at no extra fee if we have a later window within 60 days. A second reschedule, or a move with less than 7 days’ notice, is treated as a cancellation for deposit purposes, then a new deposit may be required for the new dates.

No-shows

If we arrive for a booked walkthrough and the desk or outlet cannot receive us, that day is charged. We will wait up to two hours on property. After that the day is closed as a no-show.

Materials

We do not sell kits, printed manuals, or hospitality hardware. There is nothing to return by courier. Draft findings remain ours until the report is delivered; after delivery, you keep the report even if a later unused-day refund is paid.

Non-refundable items

Third-party travel booked at your request and named on the invoice (for example, island flights we were asked to take) is non-refundable once purchased, unless the carrier refunds us. Workshop slots already held with your team in the last 48 hours before the workshop are non-refundable.

How to request a refund

Write to briefings@systemfabricbase.digital with the engagement note reference, the property name, and whether you are cancelling, rescheduling, or asking about unused days. You may also call +60 3-87338951 or write to 2691 Jln Cinta Alam, Country Heights, Kajang, Selangor 43000, Malaysia. We confirm the calculation in writing before money moves.

Processing time and method

Approved refunds are paid within 14 working days by the same method you used to pay us (typically Malaysian bank transfer). We do not refund in cash at the Kajang desk and we do not issue store credit, because we do not operate a shop.

Exceptions

If we cannot attend a booked day for reasons on our side, that day is not charged and any deposit tied only to that day is returned. If Malaysian law gives you a non-excludable right that is wider than this page, that right applies.