Legal

Refunds and cancelled fieldwork

Last updated 12 August 2026. These rules apply to professional examinations of invoice processing applications. We do not sell goods, software licences, or subscriptions on this site.

When a refund can be requested

Fees exist only after you accept a written engagement letter. Amounts paid as a booking deposit or as an invoice for fieldwork may be refunded in the situations below. Indicative prices on this website are not charges and cannot be refunded because they were never collected.

Timeframe

Write to engagements@apipipelinegrid.digital within fourteen (14) days of the event you rely on (cancellation, our inability to start, or a billing error). Include the engagement reference, organisation name, and the invoice or receipt number.

Full refund

You receive a full refund of sums paid if we have not started document review or on-site/remote walkthrough, and you cancel at least ten (10) clear days before the first reserved fieldwork day; or if we cancel because of a conflict of interest we did not know at signing; or if we cannot obtain the access the letter required and you prefer to stop rather than wait.

Partial refund

If work has started — reading policy papers, preparing a sampling plan, or opening invoices — we invoice time already spent at the rates in the letter and refund the unused remainder of the deposit or fee. If you cancel between three and nine days before the first reserved fieldwork day, we retain thirty percent (30%) of the booking deposit for held examiner time and refund the rest, unless the letter set a different hold-back.

Non-refundable items

Examiner time already used is not refundable. Agreed travel costs already incurred for a visit outside Ipoh (transport booked in your name or ours with receipts) are not refundable. A findings letter that has been issued is the deliverable; we do not refund because you dislike a finding. We do not refund “unused reports” because we do not sell report packs off the shelf.

Deposits

A booking deposit reserves named weeks for Aisha Rahman, Lim Wei Jun, or Priya Nair as stated in the letter. The deposit is applied to the final fee. It is not a separate product.

Cancellation by you

Cancel in writing. If you cancel fewer than three days before the first reserved fieldwork day, the booking deposit is retained. Remaining unused fees for work not started are still refunded.

Rescheduling

You may ask once to move reserved days, with at least seven days’ notice, at no extra charge if we have capacity in the following eight weeks. A second move, or a move with shorter notice, may be treated as a cancellation of the original dates plus a new booking. We will say so in writing before you confirm.

No-shows

If we attend your premises or keep a reserved remote session and the named counterpart is absent without notice, that day is treated as used time. It is not refunded. We will offer new dates for remaining work at the original rates if the delay is short.

Work already started

Opening the invoice population, interviewing AP clerks, or drafting exceptions counts as started work. Stopping mid-engagement produces a partial letter describing what was tested and what was not. That partial letter is the deliverable for the fees retained.

Purchased materials

We do not buy materials on your behalf as part of these engagements. There is nothing in that category to refund.

How refunds are paid

Refunds go back by the same bank transfer method used to pay us, in Malaysian ringgit, to the account that paid. We do not send cash. Processing time is ten (10) business days after we confirm the amount in writing. Bank charges levied by your bank are yours.

Exceptions

If Malaysian law gives you a non-excludable right that is more favourable than this notice, that right applies. If an engagement letter sets a different refund schedule, the letter prevails for that engagement.

Contact for refund requests

APIPipeline Grid Advisory, A 579 Jalan Sultan Azlan Shah Utara, Taman Tasek Baru, Ipoh, Perak, 31400, Malaysia. Email engagements@apipipelinegrid.digital. Telephone +60 30548-9530, Monday to Friday, 9:00–17:30 MYT.