Refunds, cancellations, and no-shows

These terms apply to professional sittings listed on this site: Marketplace App Liquidity Assessments, Operator Briefings, Publisher Listing Reviews, and Follow-up Monitoring. We do not sell physical goods, software licences, or event tickets, so there is no shipping return and no “digital download” exception. For the sitting contract itself, see the terms.

Eligibility

A refund is available when you cancel in time, when we cancel, or when we cannot deliver the sitting for a reason on our side (for example, we cannot staff the agreed weeks). A change of mind after the written pack has been delivered is not a ground for a full refund. Fee notes state the deposit and the balance. Requests go to info@toolkit-lighthouse.click with the invoice number.

Timeframe

Write to us as soon as you know the date cannot stand. The clock below is counted in Malaysian working days, excluding public holidays in Selangor.

Full refund

You receive a full refund of sums paid if we cancel the sitting and cannot offer a date you accept within thirty days; if we decline the work at intake because the extract cannot lawfully be shared; or if you cancel an Operator Briefing or Publisher Listing Review more than five working days before the sitting date, provided we have not already issued a written review.

A liquidity assessment deposit is fully refundable if you cancel more than ten working days before the agreed start of week one, and we have not begun reading an extract.

Partial refund

If you cancel a liquidity assessment after week one has started but before the pack is delivered, we refund the balance not yet invoiced and retain the deposit for time already spent on sample design and reading. If the pack is delivered and the working session has not occurred, the session can be rescheduled once; the pack fee is not returned.

If an Operator Briefing is cancelled with five or fewer working days’ notice, we retain fifty percent of the sitting fee and refund the rest, unless we have already travelled at your request — travel already spent is not refunded.

Non-refundable

Time already spent reading an extract. A delivered written pack or publisher review. A completed working session. Follow-up watches whose sample window has already been frozen. Bank or card charges our account has already paid, if any. We do not charge for materials we did not buy; there is no “purchased goods” line on our invoices.

How to request a refund

Email info@toolkit-lighthouse.click from the address on the fee note. Name the sitting, the date, and whether you want to cancel or reschedule. We confirm in writing. Refunds, when due, go back by the same method you paid (bank transfer is usual) within fourteen working days of our confirmation. We do not refund in cash at the office.

Cancellation and rescheduling

You may reschedule an Operator Briefing or working session once, to a date within sixty days, if you give at least five working days’ notice. Further moves are treated as a cancellation under the partial rules above. We may reschedule for illness or a public holiday; that is not a cancellation by you.

Deposits

The liquidity assessment deposit holds the weeks. It is applied to the final invoice. It is not a separate product. Losing a deposit under the partial rules above is the charge for calendar time we could not offer to another house.

No-shows

If the working session or briefing has no attendee with authority to decide featured slots, and you have not postponed in time, the session is treated as delivered. A second session, if you still want it, is quoted as extra time.

Work already started

Once we have an extract and have begun the reading, the sitting has started even if the pack is not yet in your hands. That is the line between a full and a partial refund for assessments. We will not delete findings you have already received as a condition of refund.

Exceptions

If Malaysian consumer law gives you a right we have not restated, that right still applies to the extent the law covers a business sitting of this kind. If a force majeure event (flood, long power failure at the office, movement control that cancels travel) prevents a Petaling Jaya session, we move it to video at no extra fee rather than cancel, unless you prefer to wait.

Questions: info@toolkit-lighthouse.click or +60 3 0000 9630.