Refunds & cancellations
How deposits, cancellations, and refunds work for Appnesthub assessments, briefings, clinics, and retainers.
Last updated: 20 August 2026
This policy applies to professional services offered by Appnesthub — assessments, advisory briefings, team channel clinics, and pattern review retainers. It does not cover physical product retail or software subscriptions, which we do not sell on this site.
Eligibility
Refund requests must come from the contracting client named on the statement of work or invoice. Contact info@appnesthub.click or +60 3 0000 3960 with the engagement reference.
Deposits
Messaging Usage Pattern Assessments typically require a 40% deposit to reserve the sample window. Deposits are credited toward the final fee.
Cancellation by the client
- More than 14 days before the agreed kick-off: deposit refunded minus a RM 400 administration charge
- 7–14 days before kick-off: 50% of the deposit refunded
- Fewer than 7 days before kick-off, or after kick-off has begun: deposit is non-refundable
Briefings and clinics cancelled more than 7 days ahead may be rescheduled once at no charge or refunded in full if we have not incurred venue or travel costs. Cancellations inside 7 days are non-refundable; a replacement date within 60 days may be offered at our discretion.
Rescheduling
One reschedule of kick-off or session date is usually allowed if requested at least 7 days ahead and diary space exists. Further reschedules may incur a fee stated in writing.
Work already started
Once interviews or sample-window observation have started, fees for work performed are payable. We may refund unused portions of prepayment for stages not begun, less non-recoverable costs (for example prepaid travel).
No-shows
If client participants fail to attend a booked briefing or clinic without 24 hours’ notice, the session fee is charged in full.
Materials
Printed workshop materials prepared to your request are non-refundable once produced. Digital deliverables already issued are non-returnable.
Retainer quarters
Quarterly retainer fees are payable in advance of each quarter. Unused quarters cancelled with 21 days’ notice before the quarter starts may be refunded pro rata minus work already scheduled in writing. After a quarter starts, that quarter’s fee is non-refundable.
Processing time & method
Approved refunds are processed within 14 business days to the original payment method where possible, or by bank transfer to an account you nominate in writing.
Exceptions
Force majeure events (for example government movement restrictions preventing agreed on-site work) may lead to rescheduling or a goodwill partial refund at our discretion when remote delivery is not workable.
Questions
Email info@appnesthub.click with your invoice number. We respond within two business days.