These rules apply to commissioned sittings, advisory days, and written briefs. They do not apply to goods we do not sell, to software licences, or to tickets. If a written estimate states a stricter timetable for a locked launch week, that estimate wins for those dates.
Eligibility
A refund is available when we have not yet recruited households or reserved observer time, or when we cancel because we cannot staff the evening. A refund is not used as a way to reject a brief you disagree with after the sittings have run.
Timeframe
Write to info@utility-canvascore.click within fourteen days of the event you are claiming for (a cancellation, a no-show we caused, or a duplicate payment). Claims about a brief you have already used in a production meeting are reviewed case by case and are rarely full refunds.
Full and partial refunds
- Full refund of sums paid: we cancel before recruitment; you cancel in writing more than ten days before the first booked evening; or we fail to deliver a brief within the period named in the estimate for reasons entirely on our side.
- Partial refund: you cancel between ten and five days before the first evening (we keep 30% for recruitment already begun); a household evening is lost because we arrived late without cause (that evening’s fee is returned); translation of a brief is paid for and then not required (the translation line is returned).
- No refund: you cancel within five days of the first evening; a household does not admit the observer for a reason in the home and we have already paid the sitting fee (we will offer one replacement evening, not a cash return); the working session has been held; you simply dislike the findings.
Non-refundable items
Sitting fees already paid to households, observer travel already spent outside Petaling Jaya, and rush supplements for a compressed launch week are not returned once incurred. They will be itemised.
Process
Send the booking reference, the study name, and whether you want a date change instead of money. We confirm in writing within five working days. Approved refunds are paid by the same method as the original transfer, usually a Malaysian bank transfer, within fourteen working days of our confirmation. We do not send cash to a household or to a third party.
Cancellation and rescheduling
You may move an evening once, subject to household availability, if you give at least five days’ notice. A second move is treated as a cancellation. We may move an evening if an observer is ill; that move does not eat your one courtesy change.
Deposits
A deposit of 40% holds dates. It is credited to the final invoice. It is refundable under the full-refund cases above. It is kept if you cancel inside five days or fail to send a usable app build in time for the sitting after two reminders.
No-shows
If your staff fail to attend a booked advisory day in Petaling Jaya, the day is charged. If we fail to attend, the day is not charged and we offer the next open date. Household no-shows are our recruitment problem; we replace the evening without charging you extra, unless you asked for a specific home we cannot replace in time.
Work already started
Once an observer has sat in a home, that evening is delivered work. The log belongs in the brief. You may still cancel remaining evenings under the partial-refund timetable. You may not demand that logs already written be destroyed except where a household asks to be removed from a brief; we will then anonymise further.
Exceptions
Force majeure (flood, movement-control orders, or a power failure that makes a sitting impossible) pauses dates rather than triggering a penalty. Either party may then cancel without keeping the deposit if new dates cannot be agreed within thirty days.
Questions: the desk at Office 7, 51 Placeholder Road, Petaling Jaya 00000, +60 3 0000 8520, info@utility-canvascore.click.