Refund & cancellation policy

Last updated: 18 August 2026.

Scope

This policy applies to paid engagements described on this site: Pattern Reviews, Demand Window Mapping, Fulfillment Bottleneck Briefs, and Monthly Pulse Retainers. It does not cover goods, shipping, or software subscriptions, which we do not sell.

Eligibility

Refund eligibility depends on whether work has started, whether a deposit was paid, and whether cancellation timelines in the engagement letter were met.

Deposits

Fixed-scope reviews may require a deposit (typically 30–50% of the agreed fee) to reserve start dates. Deposits are credited toward the final invoice.

Full refund

If you cancel in writing before we begin intake of your request samples, and no analyst time has been scheduled beyond the initial scoping call, we refund fees paid in full within fourteen (14) business days.

Partial refund

If you cancel after sample intake has begun but before the pulse report is delivered, we may refund the unused portion after deducting work already performed at the agreed rate, including analysis hours and preparation. Deductions are itemised in writing.

Non-refundable items

Completed clarification sessions, delivered reports, and months of Monthly Pulse already provided are non-refundable. Third-party costs expressly approved by you in advance (for example, booked on-site travel) are non-refundable once incurred.

Work already started

Once pattern mapping has started on your samples, cancellation converts the engagement to time-and-materials for hours completed, capped at the agreed fee.

Monthly Pulse Retainer

Retainers renew month to month. Cancel with at least fourteen (14) days’ written notice before the next billing date. The current month is not refunded once the monthly note or check-in has been delivered or scheduled by mutual agreement.

Rescheduling

You may reschedule a clarification session once at no charge with at least forty-eight (48) hours’ notice. Later changes or no-shows may forfeit that session without extending the engagement.

No-shows

If you miss a scheduled intake or clarification session without notice, we may count it as delivered for scheduling purposes and set a single replacement slot within ten working days.

Refund process and timing

Email info@service-pulsecore.digital with your engagement reference and reason. Approved refunds are processed within fourteen (14) business days to the original payment method where possible.

Exceptions

If we cancel an engagement for reasons other than your breach, you receive a full refund of amounts paid for undelivered work. Statutory rights under Malaysian law remain unaffected where they apply.