Our analytics work reserves specialist time and often begins with preparation before the first workshop. This policy explains how cancellations, rescheduling and refunds are handled unless your signed proposal states different terms.
Before work starts
You may cancel within five business days of accepting a proposal and receive a full refund of amounts paid if no discovery, data review, research or reserved workshop has started and no non-refundable third-party cost has been committed. Tell us promptly in writing at hello@console-harborcore.digital.
Deposits and work already started
A proposal may require a deposit to reserve capacity. Once work starts, the portion covering completed analysis, preparation, workshops and committed materials or provider costs is non-refundable. Any remaining prepaid amount is eligible for a partial refund after these amounts are deducted. We will provide a clear calculation.
Cancellation during an engagement
For fixed projects, give at least ten business days' written notice unless the proposal specifies otherwise. For monthly advisory, cancellation applies from the end of the current paid month or agreed minimum term. Completed milestones, work in progress and unavoidable commitments remain payable.
Rescheduling and no-shows
A workshop may be moved once without charge when requested at least two business days in advance, subject to availability. Later changes may incur a reasonable fee for time that cannot be reassigned. If attendees do not join within 20 minutes and give no notice, the session is treated as delivered, though we will offer available materials and a short follow-up.
Refunds when we cancel
If we cannot deliver a paid service and cannot agree a suitable replacement date or consultant, we will refund the undelivered portion in full. If a material failure on our part cannot be corrected within a reasonable period, you may request a proportionate refund for the affected deliverable.
How to request a refund
Email hello@console-harborcore.digital with your company name, proposal or invoice number, reason for the request and relevant dates. Submit requests within 14 days of cancellation or the affected delivery. We normally acknowledge requests within two business days and decide them within ten business days.
Processing and payment method
Approved refunds are returned to the original payment method where possible. Bank processing can take 5–10 business days after approval. We do not provide cash refunds. Currency conversion differences, intermediary bank charges and taxes already remitted may be handled according to the payment provider and applicable law.
Exceptions and consumer rights
Custom analysis already delivered, completed workshops and licensed third-party materials cannot be returned. We may make exceptions for serious illness, emergency or other exceptional circumstances at our discretion. Nothing in this policy removes rights or remedies that cannot lawfully be excluded under Malaysian law.