Refunds, cancellation, and rescheduling

Scope

This policy applies to paid professional engagements described on this site — including the Subscription Revenue Performance Audit, Cohort Retention Review, Billing Integrity Check, Quarterly Revenue Health Review, and discovery days. It does not cover software products, physical goods, or marketplace purchases because we do not sell those.

Deposit and fee structure

A 40% deposit confirms the start date for fixed-fee engagements. The balance is invoiced at the draft findings stage unless the statement of work says otherwise. Quarterly retainers are invoiced at the start of each quarter.

Eligibility for refunds

• Full refund of unused fees if we cancel an engagement for reasons within our control and no substitute date is agreed within 15 business days.
• Partial refund if you cancel in writing more than 10 business days before the agreed kickoff and we have not begun substantive data-room work. We may retain up to 20% of the deposit for administrative preparation already completed.
• No refund of deposit if you cancel within 10 business days of kickoff, fail to provide required exports after two documented reminders, or do not attend a confirmed kickoff without 48 hours’ notice (no-show).

Work already started

Once reconciliation or analysis has begun, fees for completed stages are non-refundable. Unused later stages may be credited toward a rescheduled window within three months, subject to availability.

Materials and third-party costs

Pre-approved travel outside Kuala Lumpur and purchased third-party data extracts are non-refundable once incurred. We will not purchase materials without your written approval.

Rescheduling

You may reschedule once without penalty if you give at least 5 business days’ notice. Later reschedules may incur a MYR 800 administrative fee to cover calendar holds and analyst reassignment.

Quarterly retainers

If you cancel a quarterly retainer before the quarter starts, prepaid fees for that quarter are refundable minus a MYR 500 administration fee. After the quarter begins, the fee for that quarter is non-refundable; future quarters are not charged.

Refund method and timing

Approved refunds are returned to the original payment method within 14 business days of written approval. Bank transfer fees charged by your institution are outside our control.

How to request a refund or cancellation

Email hello@energicore.digital with your engagement reference, reason, and preferred resolution. You may also call +60 3 5550 2180. We confirm receipt within two business days.

Exceptions

Statutory cooling-off rights, if any apply under Malaysian law to your situation, take precedence over this policy where they conflict.