Legal
Refunds and cancellations
This notice applies to advisory engagements described on this site. We do not sell packaged software, physical goods, or online courses, so those models are not covered here.
When a fee becomes payable
Work is instructed by a written brief you accept. A deposit may be requested before we travel from Langkawi or before we take a cutover weekend. The balance is invoiced when the observation log is delivered, unless the brief says otherwise.
Cooling-off before work starts
If you cancel in writing before we have been given application access and before any travel is booked, we refund the deposit in full within fourteen working days, by the same method you paid (bank transfer unless we agreed otherwise).
After access or travel is booked
If you cancel after we have received login or export access, or after peninsula travel is booked, we keep a portion that covers time already spent and non-refundable travel. That portion is set out in the brief; if the brief is silent, we keep up to forty percent of the deposit and refund the rest.
Work already started
Sampling journals, mapping tax codes, and drafting observations are the service. Once that work has begun, fees for time incurred are not refundable. Unused days in a quoted block may be credited toward a later close if used within three months.
Rescheduling
You may move a fieldwork week once, with at least seven working days’ notice, at no extra fee. A second move, or a move with shorter notice, may attract the cost of changed travel. We will tell you that cost before you confirm.
No-shows
If the agreed contact is not available on a booked on-site day and we cannot reach a deputy, that day is treated as delivered. We will still complete what we can from exports already taken.
Our cancellation
If we cannot staff the brief (illness, conflict, or a competence issue that appears after scoping), we refund all fees paid for work not performed, including the deposit, within fourteen working days.
Quality of the file
If the delivered observation log omits a module that the accepted brief named, we will complete that module at no extra fee or refund a fair portion of the fee for that module. Disagreement with a finding is not, by itself, a ground for refund.
How to ask
Write to enquiries@mindruntimebase.digital with the brief date and the reason. We aim to confirm the amount within five working days and to pay any refund within fourteen working days after that confirmation. Telephone +60 6012 4870 688 if you need a status update.
Exceptions
Third-party costs we have already paid on your instruction (for example a locked-in ferry or flight for fieldwork) are not refundable unless the carrier refunds us. We do not hold client money as a stakeholder beyond the deposit described above.