Refunds, deposits, and rescheduling

Last updated: 18 August 2026

This policy applies to paid professional engagements with Proxy Vertex Grid for onboarding flow measurement and related services described on this site. It does not cover physical retail goods or software subscriptions, which we do not sell.

Deposit

A deposit stated in your proposal reserves measurement window dates or a sitting day. Deposits are credited toward the total fee. Unless the proposal says otherwise, the deposit is 30% of the engagement fee.

Eligibility for a full refund

You may receive a full refund of amounts paid if we cancel the engagement for reasons within our control and we cannot offer a suitable alternative date within thirty days. You may also receive a full refund if you cancel in writing more than fourteen days before the agreed window start and we have not begun paid preparation work beyond scheduling.

Partial refunds

If you cancel between fourteen and seven days before the window start, we may retain the deposit and refund other amounts paid. If observation has started but the written report is not yet delivered, we may invoice for work completed (intake, observation days already run) and refund the remainder.

Non-refundable items

• Completed observation sittings and delivered memos or reports
• Readout meetings already held
• Third-party costs you approved in writing (for example recruited moderated sessions)
• Deposits when cancellation occurs less than seven days before the window without a force majeure event

Work already started

Once intake is complete and observation notes exist, fees for those stages remain payable even if you pause the remaining report. We will state completed stages in writing when calculating any partial refund.

Rescheduling

You may reschedule a measurement window once without penalty if you give at least seven days’ notice and a new date is available within sixty days. Later reschedules may require a new deposit. Remeasurement dates follow the same notice rules.

No-shows

If your team misses a scheduled readout or workshop without twenty-four hours’ notice, that session is considered delivered. We will offer one courtesy reschedule when capacity allows; additional sessions may be billed.

Refund process and timing

Email info@proxyvertexgrid.digital with your proposal reference and reason. Approved refunds are processed to the original payment method within fourteen working days after approval. Bank timelines after we release funds are outside our control.

Exceptions

Force majeure events (including prolonged outages that block all agreed observation methods) are handled in good faith. Statutory rights under Malaysian law that cannot be waived remain available.

Contact for refund requests

Proxy Vertex Grid, Kompleks Pusat Islam, Jalan Perdana,Kuala Lumpur,Wilayah Persekutuan,50480,Malaysia, +60322746032, info@proxyvertexgrid.digital.