Refunds, deposits, and rescheduling

Scope

This policy applies to paid Appspringhub engagements: Pharmacy App Analytics Review, Care App Journey Audit, Instrumentation Health Check, and related assessment windows booked under a written scope. It does not cover third-party software licences or products we do not sell.

Deposit

A 40% deposit secures your assessment dates. The deposit is credited toward the total fee. Work does not begin until the deposit clears.

Full refund eligibility

You may receive a full refund of the deposit if you cancel in writing more than 14 days before the agreed kickoff date and we have not started access review or workshops.

Partial refund

Cancellations 7–14 days before kickoff may receive a 50% refund of the deposit if limited preparatory work has occurred. Cancellations inside 7 days of kickoff are generally non-refundable for the deposit, because workshop slots and analyst time are held exclusively.

After work has started

Once access review or the first workshop has begun, fees for work completed are non-refundable. If you pause an engagement, we invoice for time already spent against the project fee and may deduct it from the deposit.

Balance payments

The remaining balance is due on delivery of the written brief. Refunds of the balance apply only if we fail to deliver the agreed brief within the written timeline for reasons solely within our control, after a reasonable cure period.

Non-refundable items

• Deposits forfeited under the late-cancellation rules above
• Third-party costs you asked us to incur in writing (for example, approved travel to an outlet visit)
• Completed Instrumentation Health Checks after the punch-list is delivered

Rescheduling

You may reschedule once without penalty if you give at least 7 days’ notice and a new window is available within 60 days. Further reschedules may require a rebooking fee of MYR 600.

No-shows

If your stakeholders miss a booked workshop without 24 hours’ notice, that session counts as delivered for scheduling purposes. We may offer one replacement session at our discretion.

Refund method and timing

Approved refunds are returned to the original payment method within 14 working days of written approval. Bank processing times may add several days.

How to request a refund or cancel

Email info@appspringhub.click with your scope reference, the engagement name, and the reason. Include Office contact if needed: Office 10, 47 Placeholder Avenue, George Town 00000, phone +60 4 0000 3070.

Exceptions

If Malaysian consumer law grants you non-waivable rights broader than this policy for your situation, those rights apply.