Refund and Cancellation Policy

Eligibility and request timeframe

Request cancellation in writing at hello@instancecraftgrid.digital. A full refund of fees paid is available when you cancel at least 10 business days before the agreed start date and no bespoke work has begun. Requests made within 10 business days are reviewed against work completed and committed time.

If we cancel and cannot offer a suitable alternative, we will refund all fees for work not delivered.

Partial and non-refundable amounts

After work begins, any refund is limited to prepaid fees for clearly separable work not yet performed. Completed discovery, data review, modelling, workshops, reports, and reserved time already used are non-refundable. Approved third-party costs purchased specifically for your engagement are also non-refundable.

Deposits become non-refundable once bespoke preparation starts, but any amount above completed work and committed costs will be returned. No physical materials or product shipping are part of our services.

Rescheduling and no-shows

You may request one reschedule without charge by giving at least five business days' notice, subject to availability. Later changes may incur reasonable costs or use the scheduled allocation. If required participants do not attend and no notice is given, the session is treated as delivered, although we will try to provide notes or arrange a paid replacement session.

Process, timing, and method

Include your company, engagement name, invoice number, reason, and requested outcome. We will acknowledge the request and may ask for supporting information. Approved refunds are initiated within 10 business days and returned to the original payment method where possible; your bank may take additional time.

Exceptions may be agreed where serious illness, emergency, or a material failure by us makes normal terms unreasonable. Cancellation does not remove payment obligations for accepted work already completed. Contact us at +60 3 7847-6364 or our Miri address for help.