Refunds and cancellation

These rules apply to independent reviews of fintech applications booked with Runtime Grid Core, Ktld, Jalan Haji Taha, Kuching, Sarawak 93400, Malaysia. They do not apply to goods, subscriptions, or software licences — we do not sell those. The engagement letter controls if it states a different rule for a named project.

When a fee is payable

Work is quoted in Malaysian ringgit in the engagement letter. We may ask for a deposit to hold dates. The balance is due as stated in that letter, usually before we deliver the findings pack or on a dated invoice after the walkthrough. This website never takes payment.

Full refund

You receive a full refund of sums paid if we cancel because we cannot staff the dates we accepted, or if you cancel in writing at least ten working days before the agreed start date and we have not begun reading your materials or walking the application. “Start date” means the first day of access or the first scheduled walkthrough, whichever is earlier.

Partial refund

If you cancel between nine and three working days before the start date, we refund the deposit minus the administrative time already spent (intake calls, access setup), capped at thirty percent of the deposit. If work has started — including sampling logs or walking journeys — we invoice time already spent at the daily rate implied by the letter and refund any unused remainder of sums paid.

No refund

Fees for work already performed are not refundable. That includes a completed findings pack, a completed walkthrough, and a completed re-check of named journeys. Deposits are not refundable if you cancel with fewer than three working days’ notice, or if you fail to provide agreed access for more than five working days after the start date and we have kept ourselves available.

Non-refundable items

Third-party costs we incur with your written approval (for example, a room hire for an on-site walkthrough, or travel booked at your request) are not refundable once committed. We do not buy materials for you as a retailer; if a rare outlay is needed, it will be named in writing first.

How to request a refund

Write to reviews@runtimegrid-core.digital or call +60 82-253237 with the engagement name and the reason. We confirm in writing. Approved refunds are paid by the same method you used to pay us, or by bank transfer to the account you nominate, within fifteen working days after we accept the request.

Cancellation and rescheduling

Either side may propose new dates. If we can move the same team, we reschedule once without a fee when you give at least five working days’ notice. Further moves, or moves with shorter notice, may attract a rescheduling charge of ten percent of the engagement fee to cover calendar disruption. Cancellation uses the refund rules above.

No-shows

If your team misses a booked walkthrough without one working day’s notice, that session is treated as delivered for scheduling purposes. We will offer one replacement slot in the following ten working days; a second miss is billed as time spent and is not refunded.

Work already started

Once we have used agreed access or begun the sample, stopping the engagement does not unwind that work. You still receive whatever notes exist at stoppage, marked as incomplete. You remain responsible for revoking the access you granted.

Exceptions

If we are unable to complete the pack for a cause on our side (illness of the named reviewers with no substitute, or a conflict we should have caught), you may choose a later date or a full refund of sums paid for unfinished work. Statutory rights under Malaysian law are not limited by this page where they cannot be limited.