Legal
Refund Policy
Rules for deposits, cancellations, and refunds on professional engagements — written for the services we actually offer.
Scope
This policy applies to Onboarding Funnel Audits, Activation Path Workshops, Cohort Retention Briefs, and related retainers booked with Desktop Grovebase. It does not cover physical goods, software licenses, or subscription products — we do not sell those.
Eligibility window
Refund requests must be emailed to info@desktop-grovebase.click within 14 days of the event that triggers eligibility (cancellation confirmation, declined kickoff, or documented non-delivery).
Deposits
Audits and retainers require a 40% deposit to reserve a start window. Workshops are paid in full before the session. Deposits are credited toward the final fee.
Full refund
You receive a full refund of amounts paid when:
- We cancel the engagement for reasons on our side and cannot offer a mutually acceptable new date within 30 days
- We decline the work after intake because it is outside our practice, before kickoff materials are reviewed in depth
Partial refund
If you cancel an audit more than 10 business days before the agreed kickoff, we refund amounts paid minus a 15% scheduling fee. If you cancel between 5 and 10 business days before kickoff, we retain the deposit and refund any additional prepayments.
Non-refundable items
- Workshops cancelled fewer than 5 business days before the session date (you may reschedule once within 60 days instead)
- Work already delivered (completed audit sections, issued briefs, completed workshop hours)
- Third-party costs already incurred with your written approval (for example booked travel outside KL)
Rescheduling
One courtesy reschedule is allowed per engagement if requested at least 5 business days in advance. Further reschedules may incur a MYR 450 administration fee.
No-shows
If your team misses a confirmed workshop or briefing without 24 hours’ notice, that session is marked delivered and is not refundable. We may offer a paid replacement slot.
Work already started
Once kickoff materials are under active review, fees for time already spent are deducted from any refund using the day-rate implied by your statement of work. Remaining prepaid balances are returned.
Refund method and timing
Approved refunds are returned to the original payment method within 14 business days of approval. Bank processing times may add several days.
How to request a refund
Email info@desktop-grovebase.click with your organisation name, engagement type, invoice or confirmation reference, and reason. We confirm receipt within two business days and state the provisional outcome.
Contact
Office 11, 57 Sample Street, Kuala Lumpur 00000 · +60 3 0000 3290 · info@desktop-grovebase.click