These terms apply to paid assessments: the health app retention review, the first-run walkthrough, the trial window reading, the lean measurement plan, and extra studio days. They do not apply to goods, memberships, or app-store purchases, because we do not sell those.
A scoping conversation is free. There is nothing to refund if we never confirm a start week.
Eligibility
A refund is available when we have taken a deposit or a fee and one of the following is true:
- You cancel in writing before the start week and before we have begun the first-run or opened your export
- We cancel because we cannot staff the week, or because we discover the app makes a diagnostic claim we will not sit beside
- We deliver nothing by the agreed end date and have not offered a revised date you accept
A refund is not available merely because you dislike the findings in a written review, or because return in the app did not move after you made changes.
Timeframe
Write to info@system-canvaspoint.click as soon as you know you must cancel. We count working days in Malaysia, Monday to Friday, excluding public holidays in Kuala Lumpur.
Full and partial refunds
Full refund of sums paid if you cancel at least ten working days before the start week, and we have not started the first-run, interviews, or export reading.
Partial refund if you cancel between nine and three working days before the start week: we keep forty percent of the agreed fee (the deposit) for the reserved weeks, and we return any further sum already paid.
No refund of the deposit if you cancel with fewer than three working days’ notice, or after the start week, except as described under “Work already started.”
If we cancel and cannot offer a new week within thirty days that you accept, you receive a full refund of sums paid.
Non-refundable items
- The deposit, once we are inside three working days of the start week or have begun the work, except where we are at fault
- Extra studio days that have already been held
- Bank charges levied by your bank on a returned transfer, which we cannot recover
We do not sell printed merchandise or kits. There are no “opened product” rules here.
Work already started
Once we have installed for a first-run, opened a stripped export, or held the first interview, the engagement has started. If you then stop the work, we bill for time already spent at the extra-studio-day rate, against the fee, and we return any unused remainder of sums paid. If time already spent exceeds what you have paid, we will invoice the difference up to the agreed fee; we will not invent extra work to fill the original weeks.
Materials we have already written (an incomplete draft, an annotated first-run) remain ours unless you pay the remaining fee for the agreed deliverable.
No-shows and rescheduling
If nobody from your side attends a working session and we have not received at least one working day’s notice, that session is treated as held. We will offer one replacement session in the following two weeks, subject to the calendar. A second no-show is not replaced.
You may reschedule the start week once, with at least ten working days’ notice, to a week we actually have free. A second move is treated as a cancellation and a new booking.
Process and method
Send a refund request to info@system-canvaspoint.click with the engagement confirmation, the date, and the reason. We will reply within five working days with what we can return.
Approved refunds are paid by bank transfer in Malaysian ringgit to the account that paid us, within fifteen working days after we have the account details. We do not refund to a card network; this site does not take cards. We do not refund in store credit.
Contact
System Canvaspoint, Office 7, 76 Placeholder Avenue, Kuala Lumpur 00000 · +60 3 0000 3070 · info@system-canvaspoint.click.