This Refund Policy applies to paid Sitegardenhub engagements: Ordering App Performance Reviews, Menu Item Signal Sessions, Multi-Outlet Compare Briefs, and follow-on readings. It does not cover third-party ordering-app fees, photography, or software licences — we do not sell those.
Eligibility overview
Refunds depend on how far the engagement has progressed, whether a deposit was paid, and whether delays were caused by missing data access on the client side or by Sitegardenhub.
Timeframe to request
Contact info@sitegardenhub.click or +60 88 000 2180 within 14 days of the event giving rise to the request (for example, a cancelled kickoff or a missed deliverable date we caused). Requests after 14 days are considered only in exceptional cases.
Full refund
You may receive a full refund of amounts paid if:
- We cancel the engagement before any reading begins and no substitute date is mutually agreed within 21 days; or
- We fail to deliver the agreed brief within the confirmed timeline for reasons solely within our control, and we cannot complete within a reasonable extension you accept in writing.
Partial refund
A partial refund may apply if:
- You cancel after intake is complete but before substantial reading begins — typically we retain up to 30% of the engagement fee for scheduling and preparation, and refund the remainder of sums received; or
- Scope shrinks by written agreement after work starts (for example dropping a second outlet) — unused fees for the dropped portion may be refunded proportionally.
Non-refundable items
- Completed signal sessions (the session date has occurred)
- Delivered final briefs and completed debrief meetings
- Travel and lodging already incurred for agreed on-site days (billed at cost)
- Third-party costs you asked us to advance with prior approval
Work already started
Once we have begun reading exports or conducting kitchen context interviews, the engagement is considered started. Cancellation then is handled as a partial refund at most, reflecting work performed. Materials and notes prepared for your brief remain internal; unfinished drafts are not a deliverable you can demand for a full fee recovery.
Deposits
The 50% reservation payment on performance reviews and compare briefs secures calendar time. If you cancel more than 7 days before the agreed kickoff, we refund the deposit minus a RM 300 administration fee. Cancellations inside 7 days forfeit the deposit unless we fill the slot with another client for the same window, in which case we refund the deposit minus RM 300.
Rescheduling
You may reschedule once without charge if you give at least 5 business days’ notice and we have available capacity within 30 days. Further reschedules may incur a RM 250 fee. Rescheduling because partner exports arrive late counts as client-side delay; we will propose a new window without treating it as our cancellation.
No-shows
If your decision-makers miss the booked debrief or signal session without 24 hours’ notice, the session is treated as delivered. We will offer one replacement slot within 14 days when capacity allows; additional replacements are chargeable.
Purchased materials
We do not sell physical goods or downloadable product packs. Printed copies of briefs, if requested, are included or quoted separately; once printed and sent, printing costs are non-refundable.
Refund process and method
Email info@sitegardenhub.click with your business name, invoice number, and reason. We confirm eligibility within 5 business days. Approved refunds are returned via the original payment method within 14 business days of approval. Bank charges levied by your institution are outside our control.
How to contact us
Refund and cancellation desk: info@sitegardenhub.click · +60 88 000 2180 · Office 8, 37 Example Road, Kota Kinabalu 00000, Malaysia.
Exceptions
Nothing in this policy limits rights that cannot be waived under Malaysian law. Engagements confirmed under a custom written contract may include superseding refund clauses; those clauses prevail for that engagement only.