Eligibility
Refunds are available when we have not yet begun the agreed work, or when we cancel because we cannot staff the window. Once a catalog sample has been frozen and path walks have started, fees for time already spent are not returned. The unused remainder may be credited toward a later window if both sides agree in writing.
Timeframe
Ask for a refund or a postponement in writing to info@catalogvertexhub.digital as soon as you know the catalog or the merchandising room cannot proceed. Requests made more than ten working days before a workshop date are treated more generously than requests made in the same week.
Full refund
A full refund of sums received is due if we cancel the engagement for our own staffing reasons, or if you withdraw before we have sent a briefing agenda and before any catalog screens have been captured. Bank charges levied by your bank are not added back.
Partial refund
If you withdraw after the briefing but before the freeze, we retain 20% of the estimated fee for preparation and return the rest of any deposit. If you withdraw after the freeze, we retain fees for work done (briefing, walks already completed, writing started) against timesheets, and return any unused balance of the deposit. Workshop fees are not halved once the pre-read has been done.
Non-refundable items
The 40% deposit on studies longer than one week becomes non-refundable once the catalog sample is frozen, except where we are at fault. Travel booked for a session outside Selangor, if you asked us to travel, is non-refundable once tickets are purchased, unless we cancel.
Process
Write to info@catalogvertexhub.digital with the estimate reference, the study name, and whether you wish to cancel or to move the window. We confirm in two working days what will be retained, returned, or credited. Refunds are made to the same Malaysian bank account or card that paid the deposit.
Processing time and method
Approved refunds are sent within fourteen working days of our written confirmation. Malaysian GIRO or the original card scheme are the usual methods. We do not refund in cash at the Pandamaran office.
Cancellation and rescheduling
You may reschedule a workshop once, with at least five working days’ notice, at no extra fee, subject to room availability. A second move is billed RM 400 for the new pre-read. Catalog studies may be paused if a campaign lock slips; the pause does not, by itself, create a refund.
Deposits, no-shows, and work already started
A workshop no-show — the named merchandisers fail to attend without notice — forfeits the fee. If a key buyer is more than thirty minutes late we may still run a shortened session; that session is not refundable. Path walks already completed are work already started and are billed even if you later dislike a finding.
Materials
Printed grids or physical samples you bring to Klang remain yours. We do not purchase materials on your behalf. There is therefore no materials restocking fee in this practice.
Exceptions
If illness or a government movement restriction in Selangor prevents a workshop, we move the date without penalty. If your commerce app is withdrawn from sale entirely, unused fees after work done are returned. Statutory rights under Malaysian consumer law, where they apply to you as an individual rather than a company, are not excluded.
Desk: 741 Jalan 33 Kawasan 10 Pandamaran Port,Klang,Selangor,42000,Malaysia. Telephone +60331670979.