Legal
Refunds and cancellation
These rules apply to professional engagements for financial audit of fraud-monitoring applications. They do not describe goods, shipping, or an online store — we do not sell those.
Eligibility
Fees are for time, judgement, and a written file. A refund is considered only against amounts actually received for an engagement letter, and only in the situations below. Informational prices on this website are not invoices.
Retainer to reserve the team
A letter may ask for a retainer before we hold calendar time. If you cancel in writing before the scoping meeting, we refund the retainer in full within 14 business days by the same bank-transfer route it arrived, unless we have already issued a scoping note you accepted. If scoping has started, we keep a fee for hours already worked at the rates in the letter and refund the unused balance.
Timeframe to ask
Refund requests must reach contact@indexsignal-core.digital within 14 calendar days of the event you rely on (cancellation, missed kickoff, or a stage you believe was not delivered). Requests after the management letter is issued are limited to arithmetic errors on the invoice.
Full refund
A full refund of amounts received for a stage applies if we cancel the engagement for our own conflict or capacity before that stage’s fieldwork begins, or if we never hold the agreed kickoff and the delay is ours. You would not owe a cancellation fee in those cases.
Partial refund
If you cancel after fieldwork has started, we bill hours and disbursements to the stop date, including workpapers already prepared, and refund any unused prepaid balance. If a stage report has been delivered, that stage is earned in full.
Non-refundable items
Completed stages, issued management letters, inspection files already handed over, and third-party disbursements you approved (for example, a notary or a secure-room hire in Kuala Lumpur) are not refundable. We do not sell physical kits or software licences, so there is nothing of that kind to return.
Work already started
Walkthroughs, extract review, and sample testing count as started work even if the closing meeting has not occurred. Stopping mid-file does not unwind hours already spent. We will still send you whatever workpapers exist at the stop date, marked draft if incomplete.
Cancellation
Either party may cancel in writing (email is enough). We confirm the stop date, the hours to bill, and any refund. Access to your systems ends on the stop date.
Rescheduling
Kickoff and closing meetings can be moved once without fee if you give at least five business days’ notice. Later changes, or a second move, may be billed as a half-day at the letter’s daily rate because the team is already blocked.
No-shows
If the agreed walkthrough or closing meeting does not occur and we receive no notice the same morning, we may bill the reserved day. We will offer one replacement slot within ten business days.
Deposits and materials
We do not take deposits for goods. Client data extracts remain yours; we do not “purchase materials” on your behalf except rare disbursements named in the letter. Those disbursements follow the non-refundable rule above once spent.
How a refund is paid
Refunds are paid by bank transfer to the account that paid us, in Malaysian ringgit. Processing takes 14 to 21 business days after we confirm the amount in writing. We do not refund to a third-party account without a letter from the paying entity.
How to request
Email contact@indexsignal-core.digital with the engagement reference, the amount, and the reason. You may also write to 38 Lrg Haji Taib 3, Kuala Lumpur, Wilayah Persekutuan, 50350, or call +60 3-4042 7869. We acknowledge within three business days.
Exceptions
If Malaysian law requires a different outcome for a particular consumer situation, that law prevails. Our usual clients are institutions commissioning professional work under an engagement letter, not distance-sold consumer goods.