Legal
Refunds, cancellations, and deposits
These rules apply to measurement reviews, drop-off walkthroughs, sourcing-channel comparisons, and monthly hours. This practice does not sell shipped goods or software licences.
Who this covers
Refunds concern professional time and a written pack. If you paid a booking amount or a balance for work described on this site, this page applies. Consumer rights under Malaysian law are not limited by anything here.
Booking amount
A 30 percent booking amount holds the start week for a measurement review or sourcing-channel comparison. Walkthroughs are paid in full when we confirm the slot. Monthly hours are paid before the month begins.
Full refund
You receive a full refund of sums paid if:
- We cancel the engagement and cannot offer another week that you accept within twenty working days.
- You cancel in writing more than five working days before the start week (for reviews and comparisons) or more than two working days before a walkthrough slot.
- We never received a complete data pack and, after fifteen working days of reminders, we agree the work cannot start. In that case we refund the booking amount in full; we do not invoice the balance.
Partial refund
If you cancel after the start week has begun, or after we have started reconstructing events, we keep a portion that reflects time already spent, documented in an email. The remainder of the booking amount is returned. We do not charge the unpaid balance.
If a findings pack was already delivered, the fee for that engagement is earned. We do not refund a delivered pack because you disagree with a finding.
Monthly hours
Hours unused in a paid month do not roll and are not refunded, unless we failed to make ourselves available on the agreed dates. You may cancel future months with five working days’ notice before the next month starts; that next month is then not charged. A month already begun is not refunded.
Walkthrough no-shows
If nobody from your side joins a confirmed walkthrough and you did not write to us at least one working day before, the session fee is not refunded. We will offer one reschedule if you write the same day with a reason we can reasonably accept (illness, office closure, or a production incident on the hiring app).
Rescheduling
You may move a start week once, with at least five working days’ notice, at no charge, subject to our calendar. A second move is treated as a cancellation of the held week and a new booking.
Work already started
Reconstructing events, walking screens, and drafting findings are the work. Once those have begun, time spent is billable even if you later pause the hiring app or change product owners.
How to ask
Write to info@sitespringhub.click with the engagement week and the reason. You may also call +60 3 0000 4300 or write to Office 10, 66 Placeholder Road, Shah Alam 00000. We confirm the decision in email within ten working days.
How money returns
Refunds go back by the same method you paid (typically bank transfer) within fifteen working days after we confirm the amount. You are responsible for giving us the correct account details. Bank charges levied by your bank are not added by us; charges our bank levies on an international return are deducted if they apply.
Exceptions
We do not refund because a recommended screen was not built, because hiring volume did not change, or because a third-party analytics product later contradicted a count we reconstructed from your export. We do refund if we failed to deliver the pack described in the confirmation letter.