Refund & cancellation policy

Scope

This policy applies to professional engagements with AI EnergySys Digital — including EdTech payment reporting audits, app analytics reviews for payment flows, and settlement assessments. It does not cover physical products, software licences, or subscription plans, which we do not sell.

Deposit and scheduling

A deposit stated in the proposal reserves start dates and analyst time. Deposits are refundable in full if we cancel the engagement before kickoff. If you cancel more than ten business days before the agreed kickoff, the deposit is refundable minus any non-recoverable third-party costs already approved in writing. Cancellations inside ten business days forfeit the deposit unless we successfully rebook the slot with another client for the same window.

Full refunds

You may receive a full refund of fees paid if we have not started fieldwork and we mutually agree to end the engagement, or if we are unable to staff the agreed dates and no suitable alternative is offered.

Partial refunds

If fieldwork has begun, fees for completed stages (for example kickoff and completed sample reconciliations) remain payable. Unused future stages may be refunded on a pro-rata basis as documented in the engagement letter.

Non-refundable items

• Fees for completed findings packs already delivered
• On-site travel costs already incurred with your prior approval
• Third-party data extraction fees paid on your behalf with approval

Rescheduling

You may request one reschedule without penalty if notice is given at least ten business days before kickoff. Later reschedules may incur a rescheduling fee reflecting analyst idle time, disclosed before confirmation.

No-shows

If scheduled interview participants repeatedly miss agreed sessions without notice, we may convert remaining time to written-only review or close the engagement with fees due for work performed.

Work already started

Once exports have been reviewed or interviews conducted, that portion of the fee is earned. Stopping mid-engagement yields a partial invoice, not a full refund.

Refund process and timing

Email hello@aienergysys.digital with your engagement reference and reason. We confirm eligibility within five business days. Approved refunds are returned via the original payment method within fourteen business days of approval.

Exceptions

Statutory rights under Malaysian consumer law that cannot be waived remain unaffected where they apply. Enterprise purchase orders may include superseding refund clauses; those written terms prevail for that engagement.