Fees and refunds

What can be refunded

A retainer paid before sampling is refundable, minus a documented administration amount stated in the engagement letter, if you cancel in writing before we have received files or begun reading policy packs. If you cancel after the sampling frame is locked but before any file is opened, we refund the unused balance after time already spent on the frame and the kick-off.

Timeframe

Put cancellation in writing to reviews@logicgatewaypath.digital. We confirm the fee position within ten working days. Approved refunds are paid within fourteen working days of that confirmation, to the account that paid the retainer, unless you nominate another account in writing.

Full and partial refunds

A full refund of the retainer applies only when no engagement work has started and the letter’s administration amount is zero or waived. Partial refunds apply when some work has started: we invoice time at the rates in the letter and return the remainder of the retainer. Once the findings report has been delivered, fees for that report are not refundable.

Non-refundable items

Delivered reports and worksheets are not returnable goods. Agreed travel costs already incurred for on-site reading are not refundable. A follow-up sample that has been read is charged even if you later disagree with a grade. We do not refund because an account later performed well; performance is not the test we were hired to apply.

Work already started

Opening files, scoring worksheets, or drafting the report counts as work started. You may still stop the engagement. You pay for work done and receive whatever worksheets exist at the stop date. We will not finish a report you have cancelled merely to justify the original fee.

Deposits and retainers

Most engagements ask for a retainer before access is granted. The retainer is a deposit against fees, not a separate product. It is applied to the final invoice. Unused retainer after a proper cancellation is returned as above.

Cancellation and rescheduling

On-site reading dates can be moved once without charge if you give at least five working days’ notice. Later changes may be charged as a half-day at the letter’s rate if we cannot reasonably fill the time. Remote reading has no site booking; cancellation still follows the work-started rule.

No-shows

If we attend your premises at the agreed time and access is not provided, the reserved day is chargeable. We will offer a new date; the missed day is not refunded.

Purchased materials

We do not sell kits, templates as products, or printed binders as a catalogue item. If a letter includes printing of a bound report at your request, that print cost is non-refundable once sent to the printer.

How to ask

Write to reviews@logicgatewaypath.digital with the engagement reference, or call +60 03-5638-1636. The desk is at No. 5A Jalan USJ 8/2B, Subang Jaya, Selangor 47610. Refunds are made by bank transfer, not in cash at the office.

Exceptions

If we cannot staff the engagement after you have paid a retainer and no substitute reader acceptable to you is available, we return the unused retainer in full. Statutory rights you have under Malaysian law are not limited by this page where they cannot be limited.