Refunds
Deposits, cancellations, and refunds
These rules apply to engagement studies and written briefs. We do not sell physical goods, subscriptions, or downloadable software, so this page does not cover those.
Fees are for time, travel arrangement, recruiting, observation, and writing. A fifty percent deposit confirms the briefing week and holds the household plan. The balance is due when the brief is delivered, at or before the walkthrough.
When a full refund of the deposit applies
If we cancel because we cannot staff the dates we confirmed, or because we discover before week one that we cannot ethically proceed (for example, covert recordings in the materials), we refund the deposit in full within fourteen working days. If you cancel in writing more than ten working days before the first agreed household session or, for a product-cycle brief, more than ten working days before the intake call, we refund the deposit in full.
Partial refunds
If you cancel between ten and three working days before the first session or intake call, we keep thirty percent of the deposit for recruiting and calendar cost and refund the rest. If a pairing-week or companion-app study has already completed screening but observation has not begun, we may refund fifty percent of sums paid, at our discretion, documented by email.
Non-refundable situations
Once observation or reading of your archive has begun, fees for work already done are non-refundable. That includes notes written, households already visited, and hours already spent on a product-cycle reading. A brief delivered as described in the study plan is not refundable because you dislike a finding. Deposits are non-refundable if you cancel within three working days of the first session, except where we are in material breach.
Rescheduling
You may move the briefing or the first session once, with at least five working days’ notice, without a fee. A second move, or a move with less notice, may be charged RM 800 to cover re-contacting households. If we must move because of haze, flood, or illness in our office, we will offer new dates and will not charge that fee.
No-shows
If your staff miss the walkthrough without twenty-four hours’ notice, the brief is still delivered by email and the balance remains due. We will offer one replacement hour, not a second full walkthrough, without an extra fee.
Households who withdraw
If a household withdraws, we recruit a replacement where the timetable allows. If too few households remain to meet the study plan, we will agree with you in writing either to shorten the brief or to refund a portion of the unused observation fee. Incentives already paid to a household are not recovered from you as a separate line if they sat at least one session.
Work already started and materials
We do not buy retail mirror units on your behalf unless the estimate says so. If an estimate includes a hotel-bathroom hire for an on-mirror review, that hire is non-refundable once booked, unless the hotel refunds us. Printed copies of a brief are included in the fee; extra bound copies are RM 40 each and are not refundable once printed.
How to ask
Write to info@mirrorcanvaspoint.digital with the study name, the invoice number, and the reason. You may also call +60320783915. We confirm the decision in email. Approved refunds are paid to the same Malaysian bank account or card that paid us, within fourteen working days after we accept the request. We do not refund in cash at the Wisma Hang Sam reception.
Exceptions
If Malaysian consumer law gives you a stronger right in a particular case, that right applies. These rules do not cover products we do not sell, shipping of hardware, or app-store purchases of anyone’s companion app.