Refunds, cancellation, and unused briefings

Eligibility

Refunds apply to fees paid to Agent Canvas Base for a named commission (activation report, onboarding review, seller study, or cohort recap). Website browsing is free. Informational rates on the rates page are not charges.

Booking sum

A 30 percent booking sum holds the calendar slot. If you cancel in writing more than ten working days before the agreed kickoff, the booking sum is returned in full. If you cancel inside those ten working days, the booking sum is retained to cover the reserved writing days. The remainder, if already paid, is returned.

After kickoff

Once the event map has started, fees reflect work already done. If you cancel after kickoff but before the definition workshop, we invoice mapping time at RM 1,200 per working day used, deduct it from sums paid, and refund the rest. After the workshop, the engagement is treated as underway: you receive whatever draft exists, and fees for remaining unused briefings may be refunded, but writing days already spent are not.

Full and partial refunds

A full refund of all sums is due if we cannot start within thirty days of the agreed kickoff for reasons on our side, or if we determine at mapping that the export cannot support any reconstruction and you decline to wait for a better window. A partial refund applies in the cancellation cases above and when a stall visit, already paid, is cancelled by us.

Non-refundable items

Travel already purchased for an agreed in-person briefing is non-refundable except as the carrier allows; we pass through any recovered fare. Third-party room hire booked at your request is non-refundable once ordered. Time spent on a completed final report is not refundable because the document has been delivered.

Work already started and materials

Event maps, drafts, and interview notes produced under the engagement remain part of the work product. If a refund is paid because we cannot complete, you still receive the unfinished draft as a courtesy; it is not a finished report and must not be presented as one. We do not purchase stock or print runs that would create unused materials beyond ordinary printing of the final PDF.

Rescheduling and no-shows

You may reschedule a briefing once, with five working days’ notice, at no charge. A second move may be quoted. If you miss a briefing without notice, that session is treated as delivered. A replacement session can be booked at RM 1,800.

Deposits and the remaining fee

The booking sum is a deposit against the quoted fee, not a separate product. The balance is due on delivery of the final report. We may withhold the second briefing until the balance is received. Overpayments are refunded within fourteen days of our noticing them.

How to request a refund

Write to info@agentcanvasbase.digital with the quote date and the reason. We confirm in writing within five working days. Approved refunds are paid to the original account or card within fourteen working days. We do not refund in cash at the office.

Exceptions

If Malaysian law grants a cooling-off right that applies to your engagement, that right sits alongside these rules. These refund terms do not cover services we do not offer, such as software licences, delivered merchandise, or class tickets.