Refunds

Refunds, deposits, and missed sittings

When a Toolkitnest assessment can be refunded, what happens if work has already started, and how deposits, no-shows, and rescheduling are treated.

This notice covers the sittings we actually offer: fitness app analytics reviews, member retention readings, coach briefings, pre-launch measurement plans, and monthly interpretation. It does not cover retail goods, shipping, or software licences, because we do not sell those.

Eligibility

A full refund of money you have paid is available if you cancel in writing more than ten days before the first booked sitting and we have not yet begun reading your logs. Monthly interpretation may be stopped at the end of a paid month; unused future months are not billed.

Timeframe to ask

Write to info@toolkitnest.click within 14 days of the event that grounds the request (a cancellation, a missed sitting, or a dispute about the written reading). We confirm receipt within two working days.

Full or partial

Full refund — cancellation more than ten days before the first sitting, logs not yet opened, deposit unused.

Partial refund — cancellation between three and ten days before the first sitting: we keep 40% of the agreed fee for the held dates and return the rest of what you have paid. If we have already begun the log walkthrough, we invoice for time spent at RM 450 per hour, capped at the deposit, and return any remainder.

No refund — cancellation inside three days; a no-show without notice; a written reading already delivered; monthly interpretation for a month that has begun.

Non-refundable items

The 40% deposit becomes non-refundable once we have opened the log sample or attended a floor morning. Printed briefing sheets already produced are not credited.

Process

1. Email info@toolkitnest.click with the sitting date and the reason.
2. We reply with what we can return and any hours already worked.
3. Approved refunds go by bank transfer to the account that paid us.

Processing time and method

Bank transfers inside Malaysia are sent within ten working days of agreement. We do not refund in cash at the office. We do not reverse a payment onto a card, because we do not take cards.

Cancellation and rescheduling

You may move a sitting once, at no charge, if you give at least five working days’ notice and we have an open slot within six weeks. A second move is treated as a cancellation of the original dates. We may move a floor morning if weather or a studio closure makes the observation useless; that move does not consume your one free reschedule.

Deposits

Deposits hold dates. They are applied to the final invoice. They are returned only under the full-refund rule above.

No-shows

If your side does not attend a booked sitting and does not telephone +60 4 0000 2180 beforehand, the sitting is forfeited. A new date requires a new deposit.

Work already started

Once we have read logs or stood on the floor, that time is payable even if you later decide not to take the follow-up sitting. You still receive whatever written pages exist at that point.

Materials

We do not buy equipment on your behalf. Printed briefing sheets are included in the briefing fee and are not a separate goods sale.

Exceptions

If we cancel for our own reasons (illness in the three-person desk, for example) you may choose a new date or a full refund of sums paid for the cancelled sitting. Statutory rights under Malaysian consumer law are not limited by this page where they cannot be limited.