Refund and cancellation policy

Before work begins

You may cancel a confirmed analytics engagement before its scheduled start. Unless your proposal states otherwise, a full refund is available when written cancellation reaches us at least five business days before work begins, less any non-recoverable third-party cost you approved in advance.

Deposits and late cancellation

A proposal may require a deposit to reserve specialist time. If you cancel fewer than five business days before the start, the portion covering reserved time and approved preparation may be non-refundable. We will itemise any deduction. No-show discovery or workshop sessions may be charged because the allocated time cannot readily be reassigned.

Work already started

After work begins, completed discovery, analysis, implementation, validation, workshops, and documentation are non-refundable. If you end the engagement early, we refund prepaid fees for clearly separable work not yet started, after deducting completed work and approved non-recoverable costs. Partial refunds are calculated against the milestones or rates in your proposal.

Rescheduling

You may request one reschedule without an additional fee by giving at least two business days' notice, subject to availability. Later requests may incur reasonable costs if specialist time has already been reserved. We will propose alternative dates before treating a reschedule as cancellation.

Purchased services and external costs

Third-party platform fees, data purchases, licences, or specialist services obtained specifically for your engagement are non-refundable once ordered, provided you approved them. Webpacketbase does not sell physical goods, so shipping or product-return terms do not apply.

Service concerns

If delivered work materially differs from the written scope, notify us promptly with details. We will first seek to correct or complete the affected deliverable within a reasonable time. Where correction is not practical, a full or partial refund for the affected portion may be offered. A change in preference, internal priority, expected commercial performance, or a third-party platform limitation does not by itself qualify completed work for refund.

How to request a refund

Email hello@webpacketbase.digital with your company name, engagement reference, reason, and payment details, or call +60 7-2323224. We acknowledge requests within three business days and normally decide them within ten business days after receiving the necessary information.

Processing and method

Approved refunds are returned to the original payment method where possible, usually within seven to fourteen business days after approval. Bank or payment-provider timing may vary. Exceptions required by Malaysian law remain unaffected.