Refund & cancellation policy

Scope

This policy applies to campaign analytics audits, retained analytics work and launch or experiment readouts purchased directly from Switchsyncbase. Project-specific cancellation terms in a signed proposal take precedence.

Before work begins

If you cancel in writing before the agreed start date, amounts paid are eligible for a full refund less non-recoverable third-party costs clearly disclosed and already committed for your project. A deposit may be retained only to cover those committed costs or reserved work expressly made non-refundable in the proposal.

After work has started

When work has begun, fees for completed analysis, meetings, setup and time already spent are non-refundable. Any remaining prepaid amount may qualify for a partial refund after deducting completed work and non-cancellable costs. Custom reports and completed deliverables are not refundable merely because findings differ from expectations or a campaign does not achieve a desired result.

Retainer cancellation

Ongoing retainers may be cancelled with the notice period in the proposal. Work scheduled within that notice period remains payable. Unused prepaid periods after the effective cancellation date will be refunded unless they cover a minimum commitment expressly agreed in writing.

Rescheduling and no-shows

Meetings may be rescheduled without charge with at least two business days’ notice, subject to availability. A missed session or late cancellation may count as delivered where preparation was completed and the reserved time cannot reasonably be reassigned. We will make a reasonable effort to offer a replacement for genuine emergencies.

Switchsyncbase cancellation

If we cancel work and cannot offer an acceptable new date, we will refund amounts paid for services not delivered. If delivery is prevented by circumstances beyond reasonable control, we will first seek to reschedule or adjust scope fairly.

How to request a refund

Email hello@switchsyncbase.digital with your name, company, invoice reference, service and reason for the request. Submit requests within 14 days of cancellation or the issue becoming known. We normally respond within five business days.

Processing and payment method

Approved refunds are issued to the original payment method where possible within 10 business days. Bank or payment-provider processing may add time. We will explain any partial deduction before processing. Nothing in this policy limits mandatory rights under Malaysian consumer law.