Refunds and cancellation

Vector Cloud Core, 7th Floor Menara Promet, Jalan Sultan Ismail, Kuala Lumpur, Wilayah Persekutuan 50250, Malaysia. Refund requests: brief@vectorcloud-core.digital or +60 3-21412725.

What can be refunded

Fees and deposits relate only to scoped audit work: site days, remote log review, and a findings brief. There is no product catalogue and no delivery of physical goods. Informational pages and the contact form do not create a charge.

Deposits

A deposit may be asked to hold a review week on our calendar. If you cancel more than ten working days before the first booked site day, the deposit is returned in full. If you cancel with ten working days or fewer remaining, the deposit is kept against time already reserved, unless we can place another engagement in that week — in which case we return the unused deposit.

Full refund

You receive a full refund of sums paid if we cancel the engagement for our own staffing or if we cannot obtain the access the brief assumed and we agree the work cannot proceed. You also receive a full refund if you withdraw before we have opened any of your exports and before any site day, and outside the late-cancellation window above.

Partial refund

If work has started — exports opened, interviews held, or a site day begun — we invoice for time already spent at the rates in the brief and refund the remainder of any prepayment. A findings brief that is already substantially drafted is treated as work performed even if the close-out meeting has not occurred.

Non-refundable items

Pre-agreed travel and lodging for sites outside the Klang Valley, once booked at your request, are not refundable if they cannot be cancelled free of charge. Third-party export or vendor access fees that you asked us to incur on your behalf are not refundable once paid. Time spent waiting on site when access was not ready is billable and not refunded.

Rescheduling

You may move a review week once, with at least ten working days’ notice, at no extra fee, subject to our calendar. A second move, or a move inside ten working days, may be treated as a cancellation of the original week and a new booking. We will say so in writing before you confirm.

No-shows

If the site is closed to us on a booked day without prior notice, or the named supervisor is unavailable and no deputy is offered, that day is charged. It is not refunded. We will still attempt to complete remote portions if the brief allows.

Work already started

Opening your files, walking the floor, or drafting findings counts as started work. You may still stop the engagement; you pay for what was done and receive whatever partial note we can honestly issue. We will not invent a full brief from an incomplete review.

How to request a refund

Write to brief@vectorcloud-core.digital with the engagement reference, the company name, and whether you are cancelling, rescheduling, or disputing a charge. We confirm receipt within three working days. Approved refunds are paid by the same method as the original payment where possible, or by Malaysian bank transfer. Processing typically takes five to ten working days after approval, plus your bank’s time.

Exceptions

If the accepted brief states a different cancellation table, the brief wins. Statutory rights you have under Malaysian law are not limited by this page where they cannot be limited.

Last updated 12 August 2026.