Refund & cancellation policy

This policy applies to paid Filebloombase briefings (audits, staffing briefs, treatment mix reviews, and no-show consultations). It does not cover software products, physical goods, or services we do not offer.

Deposit

A 40% deposit holds your briefing week after we confirm that exports can be provided on time. The deposit is credited toward the engagement fee.

Full refund

You may receive a full refund of amounts paid if:

• We cancel the engagement for reasons within our control and cannot offer a reasonable alternative date within thirty days; or
• You cancel in writing more than fourteen days before the first scheduled working session and we have not yet begun substantive analysis of your exports.

Partial refund

If you cancel between seven and fourteen days before the first working session, we retain 50% of the deposit for preparation time already spent and refund the remainder of sums paid.

If we have completed the quiet-reading phase but not yet held the working session, refunds are limited to the unused portion of the balance after deducting preparation time actually performed (minimum one-third of the engagement fee).

Non-refundable items

• Preparation already completed once exports were received and cleaning began
• Travel costs pre-approved in writing for on-site Sabah visits (third-party transport or lodging booked at your request)
• Engagements where the first working session has been delivered

Rescheduling

You may reschedule once without penalty if you give at least seven days’ notice and we have capacity within the following thirty days. Further reschedules may require a new deposit top-up of 10% of the engagement fee.

No-shows

If you miss a scheduled working session without at least twenty-four hours’ notice, that session is treated as delivered. We may offer one replacement session within fourteen days at our discretion; otherwise the fee for that portion remains due.

Work already started

Once export cleaning and segmentation have begun, cancellation shifts to the partial-refund rules above. Deliverables partially completed remain Filebloombase property until the balance for work performed is settled.

Purchased materials

We do not sell retail product kits. Any printed summary included in your briefing fee follows the refund rules for the engagement itself.

Refund process & timing

Email info@filebloombase.click with your engagement reference, salon name, and reason. We confirm eligibility within five business days. Approved refunds are returned by the original payment method within fourteen business days of approval. Bank processing times may add a few days.

Exceptions

If Malaysian consumer law grants you non-waivable rights that exceed this policy, those rights prevail for eligible individuals. Business-to-business engagements follow this policy as written unless a signed statement of work states otherwise.