Refund policy

Scope

This policy applies to professional review engagements with CogniConnect Digital (payroll compliance reviews, analytics checks, readiness reviews, and related desk work). It does not cover software licences, physical goods, or subscription products — we do not sell those.

Deposit

A deposit of 40% of the agreed fee reserves calendar space. Deposits are stated on the engagement outline and invoice.

Full refund eligibility

A full refund of amounts paid is available if:

• We cancel the engagement for reasons within our control and no suitable reschedule is agreed; or
• You cancel in writing at least 14 days before the scheduled start date and no substantive review work has begun (including evidence planning workshops already delivered).

Partial refund

If you cancel between 7 and 13 days before the scheduled start, we retain 50% of the deposit for preparation and calendar holding, and refund the remainder of amounts paid. If substantive work has already started (configuration review, sampling, or drafting), fees for work performed are charged at the outline rates; unused prepaid amounts may be refunded after that deduction.

Non-refundable items

• Fees for working sessions, sampling, and report drafting already completed
• Third-party costs incurred with your prior approval (for example, non-local travel booked for on-site days)
• Time spent waiting on agreed access that was not provided during reserved sessions (billed as scheduled)

Cancellation and rescheduling

Reschedule requests made at least 7 days before the start date are accommodated once without fee when capacity exists. Later reschedules may incur a calendar-hold fee of 10% of the engagement fee. No-shows for confirmed working sessions without 24 hours’ notice may be charged as delivered time.

Work already started

Once evidence review or application walkthroughs begin, refunds exclude the value of completed stages. We itemise stages on request when a mid-engagement cancellation occurs.

Refund process and timing

Email hello@cogniconnect.digital with your outline reference and reason. Approved refunds are processed within 14 working days to the original payment method where possible. Bank transfers may take additional clearing time depending on your bank.

Method

Refunds are issued in Malaysian Ringgit to the payer on the invoice unless otherwise agreed in writing.

Contact for refund requests

hello@cogniconnect.digital · +60 3 5550 1740 · Level 9, 51 Jalan Lagoon Selatan, Bandar Sunway, Selangor 47500.