This policy applies to professional analytics audits, configuration projects, workshops, and advisory sessions purchased directly from Mesh Kernelhub. Your proposal may include more specific terms.
Deposits and cancellation
Where a proposal requires a deposit, it reserves delivery capacity. A full deposit refund is available if you cancel in writing within three business days of payment and before work starts or capacity is committed. After that point, the deposit may be applied to completed planning, reserved time, or non-recoverable third-party costs.
Work already started
If you cancel after work begins, we calculate fees for completed work and committed resources up to the cancellation date. Any prepaid balance above those amounts is refunded. Completed discovery, audits, workshops, delivered specifications, purchased materials, and third-party licences are non-refundable.
Rescheduling and no-shows
You may reschedule a booked workshop or advisory session once without charge by giving at least two business days' notice. Later changes may incur reasonable committed costs. A missed session without notice is treated as delivered, except where serious circumstances justify an exception.
Service concerns
Tell us within seven days of a deliverable if it materially differs from the agreed scope. We will first correct or re-perform the affected work within a reasonable period. If that is not practical, we may issue a partial or full refund for the affected portion. Changes in preference, unavailable client access, or outcomes outside the agreed scope do not qualify.
How refunds work
Email hello@mesh-kernelhub.digital with the project name, invoice number, reason, and relevant evidence. We respond within five business days. Approved refunds are normally processed within ten business days to the original payment method; bank processing may add time.
Provider cancellation and exceptions
If we cancel and cannot offer a suitable replacement date, we refund fees for undelivered work. We may make fair exceptions for emergencies or where required by Malaysian law. This policy does not limit rights that cannot be excluded.