Legal
Refund and cancellation policy
How cancellations, rescheduling, deposits, and refunds work for Gateway Synchub consulting services.
Last updated 17 August 2026Scope of this policy
This policy applies to consulting workshops, audits, measurement design, and insight sprint services purchased directly from Gateway Synchub. Pricing shown or discussed before a signed proposal is informational. There is no online checkout on this website. Any engagement-specific cancellation terms in a signed proposal take priority.
Before work starts
If you cancel before the agreed start date, fees paid for work not yet begun are eligible for a full refund, less any non-refundable third-party costs that you approved in writing. Please send a cancellation request by email. A deposit is refundable under the same rule unless the proposal expressly identifies a reasonable booking or preparation portion as non-refundable.
After work starts
Once research, analysis, preparation, or workshops have begun, completed work and approved purchased materials are non-refundable. We may offer a partial refund for the uncompleted portion, calculated against the agreed scope and work performed. Custom deliverables already supplied are not refundable merely because priorities change or a recommendation is not adopted.
Workshops, rescheduling, and no-shows
You may request one reschedule without charge by giving at least two Malaysian business days’ notice. Later changes may incur reasonable preparation or facilitator costs stated before confirmation. A no-show or cancellation after a scheduled workshop begins is non-refundable, though we will try to arrange a replacement session where capacity allows.
Service issues and exceptions
Tell us promptly if a deliverable materially differs from the agreed scope. We will first seek to correct or complete the work within a reasonable period. Where correction is not possible, a full or partial refund may be offered in proportion to the affected work. Nothing in this policy limits rights that cannot be excluded under applicable Malaysian law.
Requesting and receiving a refund
Email hello@gateway-synchub.digital with your organisation, engagement reference, reason, and payment details. We will acknowledge the request within two Malaysian business days and normally decide it within ten business days. Approved refunds are returned to the original payment method where possible and are usually initiated within ten business days; bank processing may take longer.