Refunds, deposits, and diary changes

These rules apply to diagnostics, campaign post-mortems, full-channel attribution studies, and quarterly credit reviews commissioned from App Meadow Core. They do not cover goods, subscriptions, media buying, or software licences, because we do not sell those.

Eligibility

A refund is considered when we have not delivered the written output named in the scoping letter, or when we cancel a diary week and cannot offer another within a reasonable time. Disagreement with a credit ranking, after a study delivered to the letter, is not by itself a refund ground.

Timeframe to ask

Write to hello@appmeadowcore.click within 14 days of the event you rely on (a missed readout we caused, a written output that never arrived, or a deposit paid for a week we later cancelled). Requests after that window are considered only where Malaysian law requires it.

Full or partial refund

Full refund of sums paid if we have not started reconciliation (no file week begun) and you cancel more than seven working days before the booked briefing, or if we cancel and you decline the replacement week.

Partial refund if reconciliation has started but the credit table has not been delivered. We keep a reasonable amount for days already worked, described in the reply, and return the rest of the deposit and any further sums paid.

No refund of the 40% deposit (or the first 50% on a diagnostic) if you cancel inside seven working days of the briefing without a cause we caused, or if you fail to send the file list after two written reminders and we close the study as abandoned.

Non-refundable items

Third-party room hire we booked at your request for an extra readout, if already incurred. Travel we incurred with your written approval for an on-site file week outside Petaling Jaya. Those are invoiced at cost and are not returned once spent.

Process

Email the study name, the letter date, and the reason. We confirm receipt within two working days and give a decision within ten working days after that, unless files must be reviewed with you first.

Processing time and method

Approved refunds are returned the same way the fee was paid (bank transfer to the account that paid us, unless you name another account in writing). Allow up to 14 working days after approval for the bank to show the sum.

Contact for refund requests

hello@appmeadowcore.click · Level 10, 53 Demo Road, Petaling Jaya 00000 · +60 3 0000 1960

Cancellation and rescheduling

You may move a briefing once, with five working days’ notice, at no extra fee. A second move may be charged a half-day if an analyst diary is already blocked. We may move a week if an analyst is ill; the deposit then stays attached to the new week.

Deposits

Deposits hold a diary week. They are applied to the final invoice. They are refundable only as set out above.

No-shows

If nobody from your side attends a confirmed readout and we received no message that morning, the readout is treated as delivered for diary purposes. We will offer one replacement sitting; a second replacement is quoted.

Work already started

Once reconciliation begins, the study is underway. Stopping it then follows the partial-refund rule. You still receive whatever conflict log exists at the stop date, so the days paid for are not empty.

Purchased materials

We rarely buy materials. If a study requires a purchased station log or a paid extract you asked us to obtain, that cost is passed through and is not refundable once purchased.

Quarterly reviews

A year retainer cancelled after quarter one is refunded only for quarters not yet started, minus any unbilled days already worked in a file week that had begun. Quarter one rule-lock work is not reversed because you later drop quarters two to four.

Exceptions

If Malaysian consumer or contract law gives you a stronger right in your situation, that right applies. These paragraphs describe our ordinary practice for commissioned professional work between businesses.