Refunds
Refunds, deposits, and sittings that do not run
These rules apply to Feature Adoption Studies, First-Week Walkthrough Reviews, Abandoned-Feature Interviews, and Product-Lead Briefings. They do not cover physical goods, software licences, or subscriptions, because we do not sell those.
Write to info@socketvertexhub.digital or call +60361887326 if you need to cancel, reschedule, or ask about a refund. Name the engagement and the start week. We reply within two working days.
When a full refund applies
If we cancel a study before any sitting has taken place — for example because we cannot recruit in time and you do not want to wait — we return the deposit in full. If you cancel in writing more than ten working days before the agreed start week, we return the deposit minus any recruitment costs already spent (screening messages, room holds), which we will itemise.
Partial refunds
If you cancel after recruitment has begun but before the first observed sitting, we keep the deposit and do not invoice the balance. If you cancel after one or more sittings, we invoice for work already done (recruitment plus completed hours) against the quote; any unused balance already paid is returned. We do not refund the product-lead briefing fee once that sitting has been held.
Non-refundable items
Hired rooms outside Batu Caves, Malay transcription already ordered, and travel already bought for a sitting outside Selangor are not refundable once committed, unless the provider refunds us. Those lines appear on the quote so they are not a surprise.
Deposits
Forty percent holds the start week. It is not a separate “product.” It is applied to the fee. It is refundable only on the terms above.
Rescheduling
You may move a start week once, if you give at least seven working days’ notice and we have a later week free. A second move is treated as a cancellation of the original week. We may move a week ourselves around public holidays in Malaysia; that move does not reduce the fee.
No-shows
If your staff miss a kickoff or briefing without notice, that hour is used. If a recruited participant misses a sitting, we try to replace them once; a second miss is not refunded as a reduced sample unless we caused the confusion.
Work already started
Notes, partial briefs, and hours in the field are work. They are billed even if you later decide not to use the findings. We will still deliver what has been finished by the stop date.
How a refund is paid
Refunds go back by the same method as the original payment, usually a Malaysian bank transfer. Allow ten working days after we agree the amount. We do not refund in cash at the Batu Caves office.
Exceptions
If we are in material breach — for example we fail to deliver a brief after taking the balance without a cause you accepted — you may claim a refund of that balance. This page does not limit rights you have under Malaysian consumer law where that law applies to you.