Eligibility
Refunds concern fees paid to Utility Gardenhub for a named booking. They do not concern software licences or physical goods, which we do not sell.
Booking amounts
A thirty percent booking amount holds a start week for an audit or a briefing date. It is refundable in full if you cancel more than ten working days before that week or date, or if we cancel because we cannot staff the work.
Inside ten working days, the booking amount is kept if we have already refused another client for that week. We will still refund it if we can fill the week with other work of similar length.
After work has started
Once we have begun reading an export or annotating copy, fees for time already spent are not refundable. We will invoice only through the last completed stage (intake, log sample, copy sample, draft note) and refund any balance already paid beyond that stage.
If you withdraw because you cannot produce a usable export, the booking amount is not returned after week 1 of an audit has started. We will not charge the balance.
Briefings: cancellation, rescheduling, no-shows
You may reschedule a briefing once, with at least five working days’ notice, subject to a free morning on our calendar. A second move is treated as a cancellation.
If nobody from your side attends a booked sitting (in person or on the call) without notice, the briefing fee is not refunded. If we fail to attend, you receive a full refund of that briefing fee or a new date at your choice.
Cadence reviews
If you cancel before we have opened the copy sample, fees paid are refunded minus any booking amount already earned under the ten-working-day rule. After annotation has started, the same “stage reached” rule as audits applies.
Materials
You keep your logs. We do not buy materials on your behalf. There is nothing to restock.
How to request a refund
Write to info@utility-gardenhub.click with the booking week, the invoice reference if you have one, and whether you are cancelling, rescheduling, or disputing a stage. You may also use +60 3 0000 7630. We confirm receipt within two working days.
Method and timing
Refunds are paid back by the same method as the original payment where the bank allows it, otherwise by Malaysian bank transfer to the account you nominate. Allow ten working days after we agree the amount. We do not refund in cash at the desk.
Exceptions
If a findings note has been delivered and paid, we do not unwind that fee because you disliked the conclusion. We will correct a factual misread of the log at no charge, as described in the audit scope. Statutory rights under Malaysian consumer law, where they apply, are not limited by this page.