Legal
Refunds, cancellations & rescheduling
When Filenestbase refunds assessment fees, how deposits work, and how to request changes.
Scope
This policy covers paid Filenestbase assessments: the Grocery Delivery App Analytics Audit, Basket & Checkout Funnel Review, Courier Performance Measurement Brief, and Reorder Pattern Working Session. It does not cover third-party software licences or goods we do not sell.
Eligibility
Refunds apply to fees paid directly to Filenestbase for an engagement that has not been fully delivered. Informational website browsing is free and not refundable.
Timeframe to request
Contact us within fourteen days of a cancellation decision or disputed invoice, and before the final deliverable is accepted, using info@filenestbase.click or +60 4 0000 1960.
Full refunds
A full refund of amounts paid is available if we cancel the engagement for reasons on our side, or if you cancel in writing more than ten business days before the agreed kickoff and no substantial preparatory work has begun.
Partial refunds
If you cancel between ten and three business days before kickoff, we retain the deposit to cover preparation and refund any balance not yet earned. If work has started (evidence review underway), we invoice for hours completed at the agreed rate and refund unused prepaid amounts.
Non-refundable items
- Deposits once kickoff has occurred and evidence review has begun
- Completed briefs or session decision records already delivered
- Travel costs already incurred for confirmed on-site sessions outside Penang Island
Work already started
Once we have opened your exports or held the definition workshop, the engagement is considered started. Fees reflect work performed; unused prepaid fees may be refunded on a pro-rata basis.
No-shows and missed sessions
If your team misses a scheduled workshop without twenty-four hours’ notice, that session fee is non-refundable. We will offer one reschedule within thirty days subject to availability.
Rescheduling
You may reschedule once without charge with at least five business days’ notice. Later changes may incur a MYR 200 administration fee.
Materials
We do not purchase physical materials for clients. Digital templates included in a brief remain covered by the engagement fee and are not separately refundable after delivery.
Process & timing
Email refund requests with your invoice number and reason. Approved refunds are processed within fourteen business days to the original payment method. Bank timelines may add several days.
Exceptions
Force majeure events (severe flooding affecting George Town operations, for example) may pause timelines; prepaid fees remain as credit for ninety days unless you request a refund of unused amounts.
Contact
Refund and cancellation desk: info@filenestbase.click · Office 7, 33 Demo Road, George Town 00000 · +60 4 0000 1960.