Refund and cancellation policy

Scope of this policy

This policy applies to paid app performance reporting, release health reviews and analytics foundation audits purchased directly from Index Syncpoint. It does not affect rights that cannot be excluded under Malaysian law.

Before work starts

You may cancel within three business days of written acceptance for a full refund of fees paid, provided work has not begun and no third-party costs have been incurred. If you ask us to begin immediately, completed work and committed costs are deductible.

Work already started

After work starts, refunds are assessed against the undelivered portion of the agreed scope. Time already spent, completed analysis, purchased data access and other non-recoverable materials are not refundable. If we cannot complete the agreed service, we will refund the undelivered portion.

Cancellations and rescheduling

Requests must be made by telephone or in writing. Workshops or review meetings may be rescheduled once without charge with at least two business days’ notice. Later changes or no-shows may be charged for reserved preparation and meeting time.

Deposits and partial refunds

A proposal may require a deposit to reserve capacity. Unless stated otherwise, the deposit becomes non-refundable once work starts. Where a partial refund applies, it is calculated from the unperformed scope after deducting completed work and committed costs.

How to request a refund

Contact +60 3-8024 7634 and provide your company name, project reference, reason and payment details. We acknowledge requests within three business days and normally decide them within ten business days.

Payment method and timing

Approved refunds are returned to the original payment method where possible. Bank processing may take five to ten additional business days. We do not issue cash refunds for bank or card payments.

Exceptions

We may consider exceptional circumstances fairly and in writing. Changes to a client’s priorities, incomplete data supplied by the client or decisions made after delivery do not by themselves make completed professional work refundable.

Contact details

Index Syncpoint, Sime UEP Industrial Park, UEP, 47600 Subang Jaya, Selangor, Malaysia · +60 3-8024 7634