Refunds, cancellation, and retainers

When a refund can apply

Money paid to us is a fee or a retainer for named professional work, set out in an engagement letter. A refund is considered only against that letter, not against a website enquiry or an unpublished quote.

Timeframe

Ask in writing (email is enough) as soon as you know the batch will not proceed. If you cancel before we have opened the first booking application and before any agreed kick-off meeting has been held, we refund the retainer in full, less any bank charges we cannot recover, provided the request arrives within 14 days of payment and before the start date in the letter.

Full refund

A full refund of sums received is due if we cannot staff the engagement at all and we have not started the file read. It is also due if we have taken a retainer and you cancel in the window above, with no kick-off and no files opened.

Partial refund

If work has started — files opened, sampling locked, working papers begun, or a kick-off held — we invoice time already spent at the daily rate in the letter, or a reasonable portion of the fixed fee equal to work done, and refund the unused remainder of the retainer. Site-visit costs already incurred (for example travel booked for a front-office walkthrough) are deducted if they cannot be cancelled.

Non-refundable items

Delivered working papers and a delivered batch schedule are the work product. Fees for work already performed and delivered are not refundable. A pre-arrival read of a group or clinic block, once the clearance note or hold list has been sent, is not refundable.

How to request a refund

Write to enquiries@logiccomputegrid.digital from the address on the engagement letter, with the letter date and the reason. You may also call +60 6-6775588 and follow with the same email. We confirm in writing what will be refunded and what will be invoiced for work done.

Processing time and method

Approved refunds are paid back by the same method we received (typically bank transfer) within 14 working days of our written confirmation. We do not refund in cash at the Taman Teratai desk.

Cancellation by you

You may cancel the remaining unused portion of an engagement at any time in writing. Cancellation does not unwind working papers already issued. If a front-office visit or a closing meeting is booked, give at least three working days’ notice where you can, so the diary can be freed.

Rescheduling

Kick-off and closing meetings can be moved once without a fee if you give at least three working days’ notice. Shorter notice, or a second move, may be billed as a half-day if we had kept the diary clear and could not place other file work in the slot.

Deposits and retainers

A retainer is not a separate product. It is applied to the fee as work is done. Unused retainer after a proper cancellation is refunded as above. We do not hold open-ended deposits for unspecified future batches.

No-shows

If a planned on-site walkthrough or closing meeting does not go ahead because the client side does not attend and has not postponed, we may charge the reserved time. The file-read work itself continues unless you cancel the engagement.

Work already started

Opening the sample, requesting missing papers, and drafting working papers all count as work started. At that point the engagement is no longer in the full-refund window.

Materials

We do not buy materials for resale. Copies of your booking files remain yours; we return or destroy our copies as the letter and the privacy notice describe. There is no restocking fee because there is no stock.

Exceptions

If we are in material breach of the engagement letter and have not remedied it within a reasonable time after written notice, you may cancel and we will refund fees for work not performed. Statutory rights under Malaysian law that cannot be excluded remain available.