Refund and cancellation policy

This policy applies to professional engagements offered by Tenant Pulse Hub — Tenant Usage Assessments, Monthly Usage Briefs, Portfolio Comparison Reviews, and Team Briefing Sessions. It does not cover physical products or software licences, which we do not sell.

Eligibility

Refunds are considered when an engagement you paid for has not been delivered as agreed, when we cancel and cannot offer a suitable alternative date, or when written terms in your engagement letter grant a cooling-off right.

Timeframe to request

Raise a refund request within 14 days of the event giving rise to the claim (for example a missed delivery date or cancelled session), unless a longer period is stated in your engagement letter.

Full or partial refunds

• Full refund — we cancel before work starts and no alternative date is accepted; or we fail to deliver the agreed brief without a remedying re-performance.
• Partial refund — work has started (intake completed or records reviewed) but remaining deliverables are cancelled by mutual agreement; the portion reflecting completed analysis may be retained.

Non-refundable items

Completed written briefs already delivered, completed presentation sessions, and months of Monthly Usage Briefs already issued are non-refundable. Deposits may be non-refundable when stated in the engagement letter after intake has begun.

Process

Email info@tenant-pulsehub.digital with your name, engagement reference, and reason. We confirm receipt within three business days and aim to decide within ten business days.

Processing time and method

Approved refunds are returned via the original payment method where possible within 14 business days of approval. Bank transfers inside Malaysia may require your account details for verification.

Cancellation and rescheduling

You may reschedule a Team Briefing Session once without charge if you give at least five business days’ notice. Later changes may incur a rescheduling fee of RM 150 to cover facilitator preparation. Assessments may be paused by mutual written agreement; extended pauses beyond 60 days may require a new scoping note.

Deposits and no-shows

Where a deposit is collected to reserve a Melaka on-site date, a no-show without 48 hours’ notice forfeits the deposit. Remaining balances already paid for unused future monthly briefs may be refunded pro rata after deducting work already delivered.

Work already started and materials

If analysis of your exports has begun, fees covering time already spent are payable. Printed worksheets prepared for a briefing are included in the session fee and are not separately refundable once printed.

Exceptions

Statutory rights under Malaysian law remain unaffected. Engagement letters may add stricter client protections; where they conflict with this page on a specific booking, the signed letter prevails.

Contact for refund requests

No. 351, Taman Peringgit Jaya,Melaka,Melaka,75400,Malaysia · +6062839832 · info@tenant-pulsehub.digital