Refunds, deposits, and missed visits

This policy applies to paid reviews and walkthroughs from File Studio Base. It does not apply to software licences or shipped goods because we do not sell those.

Eligibility

Fees are for professional time: observation, writing, and a readout. A refund depends on how much of that time has already been used and on whether a site visit was reserved.

Timeframe to ask

Write to hello@filestudiobase.click within 14 days of the event you want refunded (for example a cancelled start week or a missed visit). Later requests are considered only where Malaysian law requires it.

Deposit (40%)

The deposit holds a start week. If you cancel more than 10 working days before that week, we refund the deposit in full. If you cancel 10 working days or fewer before the start week, the deposit is kept because we have already declined other floor work. If we cancel for reasons in our control (illness without a substitute, or we cannot staff the week), we refund the deposit in full.

After work has started

Once access planning or on-site observation has begun, fees for days already worked and for writing already drafted are not refunded. Unused prepaid days can be rescheduled within three months or refunded minus the deposit rule above, at your choice.

Partial refunds

If we cannot complete a findings pack because you never grant access, we invoice for time spent and refund any unused prepaid balance after that invoice. If we deliver a pack you dislike, that is not by itself grounds for a refund; we will hold a second readout of up to 45 minutes at no extra fee.

Non-refundable items

Agreed travel already purchased (flights, long-distance taxis) at your request. Interpreter bookings you asked us to make. Night-shift premiums for dates you confirmed.

No-shows

If our reviewer arrives at the agreed campus and your host is absent without notice, that day is charged. We will try to use remaining hours for remote screen notes if you prefer, rather than waste the day.

Rescheduling

One free move of the start week is allowed if you give 10 working days’ notice. Later moves are treated as a cancellation under the deposit rule, then a new booking.

How refunds are paid

Refunds go back to the original payment method where the bank allows it, within 15 working days after we agree the amount in writing. We do not pay cash at the office.

Who to contact

File Studio Base, Level 7, 58 Test Street, Kuching 00000. Phone +60 82 000 2180. Email hello@filestudiobase.click. Put “Refund” and the estimate number in the subject line.