Refunds for studies, maps, and field days
These rules apply to money paid against a written quote for a Control Vertex Hub engagement. This site does not sell downloads or ship goods.
Eligibility
A refund is available when we have not started the work you paid for, or when we cancel and cannot offer a new date within six weeks. “Started” means we have begun the control map, booked testers, or travelled for a field day. Reading your brief is not started work.
Timeframe
Ask in writing within fourteen days of the event you are relying on (our cancellation, a deposit paid in error, or a quote you withdrew before start). Requests after the memo has been delivered are considered only for a proven factual error we refuse to correct, and then only as a partial refund agreed in writing.
Full refund
You receive the full amount you have paid if you withdraw before we start, or if we cancel the engagement and you do not want a later date. If testers have already been booked with a non-refundable incentive hold, that hold is deducted even from an otherwise full refund when you are the one who cancelled inside seven days of the first session.
Partial refund
If the control map is done and sessions have not begun, we keep the map fee (the Control Map Review floor, or the mapping portion stated in the quote) and return the rest of the deposit. If some but not all sessions have run, we keep a share equal to completed sessions plus recruitment already spent, and return the remainder. Field days cancelled after travel has been bought keep the travel cost.
Non-refundable items
Tester incentives already paid. Room hire we cannot recover. Travel tickets already purchased for a field day you asked us to book. Time already spent writing a map or memo that has been delivered. These are not products on a shelf; they are costs tied to a named week.
Work already started
Once mapping or facilitation has begun, you are buying that labour even if you later decide not to attend the debrief. You may still receive the memo. Skipping the debrief is not grounds for a refund of the study.
Deposits
The fifty percent deposit secures recruitment and a place on our calendar. It is applied to the final figure. It is returned under the full-refund rule above, minus any non-refundable items that have already been spent.
Cancellation and rescheduling
You may reschedule once, with at least seven days’ notice before the first session or field day, at no extra fee if the new date is within eight weeks. A second move, or a move inside seven days, is treated as a cancellation of that week and may incur tester holds. We reschedule at no charge if a facilitator is ill or the Petaling Garden room is unusable.
No-shows
If your staff do not attend a debrief we have confirmed, the debrief fee in the quote is still due. We will offer one replacement hour within a month. Testers who do not arrive are our problem; we replace them or reduce the memo’s sample and the fee by agreement, rather than charging you for an empty chair.
Materials
We do not buy physical kits for you. Builds, test phones we own, and printed consent forms stay with us. There is nothing to return by courier.
How to request a refund
Write to info@controlvertexhub.digital with the quote date, the study type, and why you are asking. We confirm in five working days. Approved refunds are paid by the same method you used to pay us, within fourteen working days after we have the account details we need. We do not refund in cash at the studio.
Exceptions
If Malaysian law gives you a right we have not listed, that right still applies. This page does not cover retail goods, subscriptions, or event tickets, because we do not sell them.
Studio: Jalan 5/65, Petaling Garden,Petaling Jaya,Selangor,46000,Malaysia. Phone: +60122679752.