Legal
Refunds and postponement
These rules apply to quoted reviews, studies, walkthroughs, and peak checks. They do not apply to goods, subscriptions, or software licences, because we do not sell those.
What can be refunded
Fees paid to Package Vertex Base are professional fees for a named reading. A refund is about whether that reading can still be delivered, not about returning a parcel or unused credits. Starting prices on the rates page are not charges until a quote is accepted and a deposit is paid.
Booking deposit
The 40% deposit holds calendar time at your hub and at the Puchong desk. If you cancel more than ten working days before the first agreed visit date, we refund the deposit in full. If you cancel between ten and three working days before, we refund half the deposit. Inside three working days the deposit is retained, because the sample week and travel have already been reserved.
Full fee after delivery
Once the final report, study note, floor note, or peak-readiness note has been sent, fees are not refundable. The work is the writing and the sitting, not a result such as fewer failed attempts.
Partial refund when work has started
If we have already held the kickoff or begun tracing the sample and you then cancel, we invoice time already spent at the quoted rate and refund any unused remainder of the total fee. Time includes hub hours, tracing hours, and draft writing. We will itemise that time in the cancellation note.
Non-refundable items
Pre-agreed travel costs outside the Klang Valley that have already been spent (rail, overnight stay) are not refundable. A night-sort watch that we attended is not refundable as a portion even if you later decline the written note; we will still send the note if it can be finished from what we saw.
Rescheduling
You may postpone once, to a date within thirty days of the original window, if you give us at least five working days’ notice and the new date is free. A second postponement is treated as a cancellation under the deposit rules above. We may postpone for haze closures, flooding, or a safety stop on your floor; in that case the deposit rolls to the new date without penalty.
No-show
If we arrive for the agreed briefing and no floor lead or supervisor is available, and we cannot reasonably wait more than one hour, the visit is a no-show. The deposit is retained. We will offer one replacement window; if you decline it, the remainder of the fee is not charged and no report is due.
Materials and extracts
We do not purchase packing materials or handhelds on your behalf. Your consignment extract remains yours. If you send an extract that still contains recipient phone numbers, we delete it and ask for a cleaned file; that deletion is not a refund event.
How to request a refund
Write to info@packagevertexbase.digital with the quote reference, the hub, and the reason. You may also telephone +60380613243. We confirm the calculation within five working days. Approved refunds are returned by the same method you used to pay, typically a Malaysian bank transfer, within fourteen working days of our confirmation. We do not pay cash at the hub.
Exceptions
If we cannot complete a reading because we decline the work (for example a peak already in progress with no historic sample), we refund any deposit in full. If a clause here conflicts with a mandatory consumer protection rule that applies to you under Malaysian law, that rule prevails.