Legal

Refunds and postponements

These rules apply to feature experiment readouts, design reviews, squad workshops, holdout readings, and segment briefs booked with Feature Vertex Hub. They do not describe physical goods, software licences, or event tickets we do not sell.

Eligibility

Refunds are available when we have not started reading your pack, or when we cancel because we cannot staff the date we confirmed. A change of mind after the memo is underway is treated as cancellation of remaining work, not as a full refund of time already spent.

Timeframe

Ask in writing to info@featurevertexhub.digital within 14 days of the event you are disputing (a cancelled briefing, a no-show, or receipt of a memo you believe is not the engagement you booked). Older requests are considered only where Malaysian law requires it.

Deposits

The fifty percent deposit holds the briefing date and pays for pack review. If you cancel more than five working days before the briefing, and we have not begun the memo beyond that review, the deposit is returned minus a RM 350 administration amount. Inside five working days the deposit is kept, because the date cannot honestly be sold to another squad.

Full and partial refunds

Full refund of sums paid occurs when we cancel, when we decline the pack as unreadable before work starts, or when you cancel before we have opened the pack. Partial refund of the balance occurs when the memo is incomplete on our side and you do not wish to wait; the deposit then covers reading already done. No refund of the balance is due after a completed memo has been delivered, even if your leadership dislikes the recommendation.

Non-refundable items

Travel booked for a workshop outside Johor Bahru, once purchased with your written approval, is not refundable through us; we pass through the carrier’s own rules. Time already spent on a second-reader pass is not refundable. Journal articles and this website are free and have nothing to refund.

Work already started

Opening your experiment folder, writing pages of the memo, or preparing workshop triage counts as work started. You may still stop the engagement; you pay for hours through the stop notice, billed against the quote, and you receive whatever draft exists. We will not finish a recommendation you have cancelled.

Cancellation and rescheduling

You may postpone once, with at least five working days’ notice, at no extra fee, to a date within six weeks. A second postponement, or notice inside five working days, may require a new deposit. We may postpone if a reader is ill; you may then take a new date or a refund of sums paid for work not done.

No-shows

If the product manager and the rest of the agreed attendees are absent without notice, the briefing is treated as delivered. The memo remains yours. A replacement briefing is a new booking at half the briefing portion of the fee, if we still have a slot.

Process, timing, and method

Email info@featurevertexhub.digital with the engagement date, the experiment name, and whether you want a refund or a new date. We confirm within five working days. Approved refunds are returned by the same method you paid, typically a Malaysian bank transfer, within 14 working days after we have your account details. We do not refund in cash at the office.

Materials

We do not purchase materials for you. Experiment packs you send are not “goods.” We delete them according to the privacy notice after the retention period. There is no restocking discussion because nothing was stocked.

Exceptions

If we delivered a memo for the wrong experiment because we misread the name in your pack, we redo the correct experiment without a second fee or we refund in full. If the pack itself named the wrong experiment, that is a new engagement.