Refunds, deposits, and unused sittings

These rules apply to fees for remote education app analytics audits, learner engagement readings, faculty briefings, and mid-term checks commissioned from Toolkitspring. They do not mention goods, shipping, or software subscriptions, because we do not sell those.

Eligibility

A refund is considered when you cancel in writing before we have started mapping the export, when we cancel because we cannot perform the agreed reading, or when a paid briefing does not occur and is not rescheduled under the rules below. A change of mind after the written reading has been delivered is not a ground for a full refund.

Timeframe to ask

Write to info@toolkitspring.click within fourteen days of the event you rely on (cancellation, missed sitting, or our notice that we cannot proceed). Requests after that window are considered only where Malaysian law requires it.

Full refund

You receive a full refund of sums paid if we have not yet opened the export and you cancel at least seven days before the agreed start date; or if we withdraw because the work cannot be done (for example, the records cannot be matched to any timetable and no substitute cohort is offered). Bank charges levied by your bank are not added back.

Partial refund

If we have started calendar mapping or drafting, and you cancel, we refund the balance after deducting time already spent, billed at a reasonable share of the agreed fee, and after retaining the deposit where the deposit rules below apply. If a briefing is cancelled by you inside seven days and we have already prepared the sitting, the briefing fee is not returned in full; we retain fifty percent and refund the rest, unless we agree a new date under rescheduling.

Non-refundable items

• The thirty percent deposit once we have accepted a hashed export and begun mapping, except where we withdraw for our own inability to perform.
• Travel billed at cost for an on-campus briefing, once tickets or a car journey have been committed with your written go-ahead.
• A second factual draft you requested and we have already written.

Process and method

Send the request from the email used on the invoice, naming the reading, the invoice number, and the reason. We confirm in writing within five working days. Approved refunds are paid by bank transfer to the account that paid us, within fourteen working days after our confirmation. We do not refund in cash at the Malacca office.

Cancellation

Cancel in writing. Email to info@toolkitspring.click is enough. Telephone notice to +60 6 000 2180 should be followed by email the same day.

Rescheduling

A briefing or clarification call may be moved once, at no extra fee, if you give at least five working days’ notice. A second move, or a move inside five working days, may be charged an administrative RM 250 or treated as a cancellation, depending on whether the room or video sitting can still be used.

Deposits

A deposit of thirty percent is due when we accept the export. It reserves the diary slot. It is credited against the final invoice. It is refundable only under the full-refund cases above.

No-shows

If no one from your organisation joins a booked briefing or call, and no one has written to move it, the sitting is treated as delivered. We will offer one replacement sitting within thirty days at fifty percent of the briefing fee; after that, a new briefing is quoted afresh.

Work already started

Opening the export, mapping it to the calendar, and writing a draft all count as work started. Unused later stages (for example, a briefing you no longer want after receiving the draft) can be dropped; the fee is then adjusted to the stages performed, and is not reduced to zero.

Materials

We do not purchase printed course packs or physical goods for you. There is nothing in that category to refund. Hashed files you sent remain yours; we delete them according to the retention period in the privacy notice after the file is closed, or sooner if you ask and the invoice is settled.

Exceptions

If a statutory cooling-off right applies to you as a consumer under Malaysian law, it operates in addition to these rules and is not narrowed by them.

Last updated: 20 August 2026.