Fees, cancellation, and refunds

What can be refunded

Fees exist only after an engagement letter is signed. Amounts paid as a retainer or deposit against that letter may be refunded in whole or in part according to the rules below. A scoping enquiry sent through this website is free; there is nothing to refund at that stage.

Timeframe to ask

Write to engagements@runtimecloud-hub.digital or to the practice at 5 Wisma Kelana Mas, 19 Lrg Dungun, Bukit Damansara, Kuala Lumpur, 50490, within fourteen days of the event you rely on (for example, our cancellation, a material change of scope you did not cause, or a duplicate payment). Later requests are considered only where Malaysian law requires it.

Full refund

You receive a full refund of sums paid if we cancel before any fieldwork or extract review has started, if we cannot staff the letter and you do not accept a revised timetable, or if we identify a conflict after signing and must withdraw before work begins.

Partial refund

If you cancel after we have started, or if you cannot provide extracts after two written reminders, we bill time already spent at the week-rate in the letter (capped at the engagement fee) plus agreed expenses. Any retainer above that amount is returned. If we have delivered a draft report, the fee for that stage is earned.

Non-refundable items

The following are not refundable once incurred: travel booked with your written approval beyond the Klang Valley; specialist extract or translation costs you asked us to incur; and time already written up on the file. We do not charge “restocking” or platform fees.

How to request a refund

Send the engagement letter reference, the amount, the reason, and the account that paid. We confirm in writing within five working days whether the request is accepted, partly accepted, or declined, and why.

Processing time and method

Accepted refunds are paid within fourteen working days by the same method originally used (typically a Malaysian bank transfer). We do not refund in cash at the Damansara desk.

Cancellation and rescheduling

You may reschedule a start date once, with ten working days’ notice, at no extra fee if the team is free. A second move, or a move with shorter notice, may be billed as a wasted week if we cannot re-fill the diary. We may reschedule for illness or conflict; in that case no extra fee applies.

Deposits and retainers

A typical letter asks for a retainer of thirty to fifty percent before the document request is opened. The retainer is credited to the final invoice. It is not a separate product.

No-shows

If an on-site day in the Klang Valley is agreed and your team is not available, with less than two working days’ notice and without a usable remote alternative, that day is billable. We will still attempt to use it on extracts if access exists.

Work already started

Once extracts are under review, the engagement is in progress. Stopping then does not unwind time already spent. You remain entitled to working papers sufficient to show what was done, even if a full report is no longer required.

Purchased materials

We do not sell kits, licences, or physical materials. If we purchase a data extract on your instruction, that cost follows the non-refundable rule above.

Exceptions

Nothing on this page limits a right you have under Malaysian consumer or contract law that cannot be excluded. If a signed letter sets a different refund schedule, the letter wins.

Questions: engagements@runtimecloud-hub.digital, +60 03252-3273.

Last updated 12 August 2026.