Deposits, moved dates, and when a fee comes back

Eligibility

A refund is about the fee for a named study, paid to Queue Canvas Grid. Starting prices on the fees page are not invoices. Only a quoted fee that you have paid (deposit or balance) can be refunded.

Timeframe

Ask for a refund in writing to info@queuecanvasgrid.digital as soon as you know the date cannot stand. We answer refund requests within five working days. If a refund is due, we send it within fourteen working days of agreeing the amount.

Full refund

You receive a full refund of sums paid if we cancel the visit for our own reasons (illness of the observer without a substitute, or our inability to travel) and we cannot agree a new date. You also receive a full refund if you cancel in writing at least five working days before an on-site visit and we have not yet sat the session or begun a crowding review of files you sent.

Partial refund

If you cancel between five working days and forty-eight hours before an on-site visit, we keep 30 percent (the deposit) for the held date and return the rest of what you have paid. If a crowding review has been partly read when you cancel, we keep a fair portion of RM 850 (or the quoted sample fee) for hours already spent and return the remainder.

Non-refundable items

The deposit becomes non-refundable once we have travelled to the premises or sat any part of the agreed window. Travel and lodging that were quoted and already spent for a visit outside the Klang Valley are non-refundable. A completed written account is the work; we do not refund because you dislike the minutes the log showed.

Process

Write to info@queuecanvasgrid.digital with the quote date, the study name, and whether you want a new date or money back. We confirm the amount in reply. Refunds go by the same method you paid (bank transfer is usual in Malaysia). We do not refund in cash at the office unless we originally took cash, which we rarely do.

Processing time and method

Bank transfers inside Malaysia usually show within fourteen working days of our agreement. You are responsible for giving the correct account name. We do not send refunds to a third party without a written instruction from the person who paid.

Cancellation and rescheduling

You may move a date once at no extra fee if you give five working days’ notice and the new date is within three months. A second move may be charged a further 10 percent of the visit fee. If rain, a sudden closure, or a public holiday empties the room, we reschedule the window at no extra fee, as noted on the peak-hour study page.

Deposits

A 30 percent deposit holds an on-site date. It is credited to the final fee. It is returned only under the full-refund rules above.

No-shows

If we arrive for the agreed hours and the premises is closed without notice, or reception will not give a view of the list, the visit is treated as delivered for deposit purposes. We may still offer a new date for the remaining fee if you write within a week.

Work already started

Once an observer is on site, or once a crowding sample is being read, that portion of the work is done. We will still send whatever log or letter exists if you have paid for it. We do not unwind a half-written account into a full refund.

Purchased materials

We do not buy retail materials for you. Notebooks and travel are our cost except where a quote listed lodging. There is no goods-return desk.

Exceptions

If Malaysian consumer law gives you a right we cannot contract out of, that right still applies. For refund questions, use info@queuecanvasgrid.digital or telephone +60341064647. The office address is No. 2743 A Jln Changkat Permata Taman Permata Hulu,Klang,Selangor,53300,Malaysia.