Legal · Updated 17 August 2026

Refund and cancellation policy

This policy applies to paid mobile analytics engagements with Vaultsyncgrid. Your signed proposal may include project-specific terms, which take priority where they differ.

Before work starts

You may cancel in writing before the agreed start date. Any advance payment is refundable in full, less non-recoverable third-party costs that you approved in advance. If we cannot begin the agreed service and no suitable reschedule is accepted, we will refund amounts paid for undelivered work.

After work starts

Once analysis has begun, completed discovery, data preparation, benchmark research, meetings and drafted materials are non-refundable. If you cancel, we calculate the value of work completed against the agreed project stages and refund any remaining prepaid balance. No refund is due where completed work equals or exceeds payments received.

Partial and full refunds

A full refund may be available when we materially fail to provide the agreed service and cannot remedy or reschedule it. A partial refund may apply to clearly separable work not delivered. Dissatisfaction caused by accurate findings, changes in business results, incomplete client data or outcomes outside our control does not by itself qualify for a refund.

Deposits, materials and external costs

A proposal may require a deposit to reserve analyst time. It becomes non-refundable after work begins. Approved purchases such as paid benchmark datasets or specialist research are non-refundable once ordered because they cannot be returned. We disclose such costs before purchase.

Rescheduling and no-shows

You may reschedule a workshop or readout with at least two business days' notice at no charge. Later changes and missed sessions may be treated as delivered when analyst time was reserved, though we will make reasonable efforts to offer one alternative slot. Repeated delays may require a revised schedule or scope.

How to request a refund

Email hello@vaultsyncgrid.digital within 14 days of the relevant cancellation or service issue. Include your organisation, proposal reference, reason and payment details sufficient to identify the transaction. We will acknowledge the request and may ask for supporting information.

Processing and payment method

Approved refunds are processed within 10 business days to the original payment method where possible. Your bank may need additional time to post the funds. We will agree another traceable method if the original route is unavailable.

Exceptions

Nothing in this policy limits rights or remedies that cannot be excluded under applicable Malaysian law. Contact us at +60 3 7729-8848 or Piasau Utara 4, Piasau Jaya Industrial Estate, 98000 Miri, Sarawak, Malaysia if you need help with a cancellation or refund request.