Refund & cancellation policy

Scope

This policy applies to paid professional engagements with Energy Cloud Digital (fund accountability audits, analytics reviews, board reporting briefs, and coding clean-up workshops). It does not cover goods retail, software subscriptions, or products we do not sell.

Refund eligibility

Refunds relate to fees paid under an accepted engagement letter. Website enquiries and unpaid proposals create no refund obligation.

Timeframe to request

Refund or cancellation requests should be emailed to hello@energy-cloud.digital within fourteen (14) days of the event giving rise to the request (for example, cancellation notice or disputed invoice), unless the engagement letter sets a different window.

Full refund conditions

A full refund of amounts paid is available if we cancel the engagement before fieldwork begins for reasons within our control, or if you cancel in writing before the commencement date stated in the engagement letter and before any kick-off workshop has occurred.

Partial refund conditions

If you cancel after kick-off but before delivery of the final memo, we may refund the unused portion of fees after deducting:

• Time already incurred at the rates in the engagement letter
• Non-recoverable travel booked with your prior approval
• Administrative costs reasonably tied to wind-down

Non-refundable items

• The 40% commencement deposit once the scoping workshop has been held
• Third-party costs already committed with your written approval (for example venue or travel)
• Fees for completed deliverables (issued memos, briefings delivered, clean-up workshops completed)

Work already started

Once evidence collection or analytics procedures have begun, fees for completed stages remain payable. We will itemise stages in the wind-down statement.

Deposits

Commencement deposits secure scheduling. They are credited toward the total fee on completion. They are refundable only under the full-refund conditions above.

Rescheduling

You may reschedule fieldwork once without penalty if at least seven (7) days’ written notice is given. Later reschedules may incur a rebooking fee reflecting staff reallocation.

No-shows

If key client contacts fail to attend an agreed workshop or briefing without twenty-four hours’ notice, that session is treated as delivered for billing purposes.

Purchased materials

We rarely purchase materials for clients. If materials are bought at your request, they are non-refundable once ordered.

Refund process & timing

Approved refunds are processed to the original payment method within fourteen (14) business days after written approval. Bank processing times may add several days.

How to request

Email hello@energy-cloud.digital with your organisation name, engagement reference, and reason. You may also call +60 3 5550 4070. Our postal address is Level 8, 19 Jalan Putra, Kuala Lumpur 50350.

Exceptions

Statutory cooling-off rights, if any apply to your situation under Malaysian law, take precedence over this policy to the extent of any conflict.