Refund & cancellation policy
How refunds, cancellations, and rescheduling work for Switch Vertex Grid engagements. This site does not sell physical products or software licences.
Eligibility
Refunds apply to fees paid for professional analysis engagements (audits, reviews, studies, briefings) as described in your statement of work. Website content itself is free; there is nothing to refund for ordinary browsing.
Timeframe to request
Refund or cancellation requests should be sent in writing to info@switchvertexgrid.digital within 14 days of the triggering event (for example, cancellation notice or disputed invoice), unless your statement of work sets a different window.
Full refunds
A full refund of prepaid engagement fees is available if we cancel the engagement for reasons on our side, or if you cancel in writing before kickoff and before any intake workshop has occurred, subject to deduction of non-recoverable third-party costs already approved by you (for example, booked venue fees).
Partial refunds
If you cancel after kickoff but before the final readout, we may refund the unused portion of the fee after deducting work already performed (intake, evidence pull, analysis hours) at the rates implied by the statement of work. Partial refunds are calculated in good faith and confirmed in writing.
Non-refundable items
- Completed readouts and delivered written artefacts
- Approved third-party costs (venues, travel already incurred for KL on-site days)
- Preparation already delivered for a Switch Cohort Briefing if you cancel within 5 business days of the scheduled session without rescheduling
Deposits
Some engagements require a deposit to reserve analyst time. Deposits are credited toward the final fee. Deposits become non-refundable once the intake workshop has been held, except where we are unable to deliver the remaining scope.
Rescheduling
You may reschedule a scoped kickoff or readout once without fee if you give at least 5 business days’ notice. Later changes may incur a rescheduling charge reflecting analyst hold time.
No-shows
If key stakeholders miss a booked half-day readout without timely notice, that session is treated as delivered for scheduling purposes. A replacement session may be booked at an additional session fee.
Work already started
Hours spent on definitions, evidence pull, and analysis after kickoff are billable. Refunds cannot unwind work already performed and shared with you in draft or final form.
Refund process and timing
Email info@switchvertexgrid.digital with your engagement reference, payment date, and reason. We confirm eligibility within 10 business days. Approved refunds are returned via the original payment method where possible within 21 business days of approval.
Exceptions
Mandatory consumer rights under Malaysian law, if applicable to your situation, take priority over this policy. Statement-of-work clauses agreed in writing may refine these terms for a specific engagement.
Contact for refund requests
36 Menara Maybank Jln Tun Perak,Kuala Lumpur,Wilayah Persekutuan,50050,Malaysia · +60320321933 · info@switchvertexgrid.digital