Refunds, deposits, and cancellations
What can be refunded
Fees are for time, access reading, sampling, and a written report or briefing. A refund may apply when we have not started fieldwork, when we cancel because we cannot staff the dates we accepted, or when a scoping call was prepaid and we decline the work. Informational prices mentioned in conversation are not charges until a letter of appointment is signed and an invoice is issued.
Timeframe to ask
Ask for a refund in writing to audits@systemkernelpath.digital within 14 days of the event you rely on (our cancellation, your cancellation before start, or a material failure to deliver the named report). Requests after the report has been delivered and accepted in writing are considered only for billing errors, not for disagreement with findings.
Full refund
You receive a full refund of fees and deposits paid if we have not used the access you granted, have not sampled stores, and have not begun the inventory, and you cancel at least five working days before the agreed start date. You also receive a full refund if we cancel the engagement for our own staffing reasons and no substitute date is agreed within 15 working days.
Partial refund
If work has started — inventory begun, admin access used, or samples taken — we invoice for time already spent at the rates in the letter of appointment and refund the unused balance of any deposit. If you reduce the scope (for example dropping a vault after week one), we refund the unused portion of that vault’s fee if we have not yet sampled it; we do not refund time already spent mapping it.
Non-refundable items
The following are not refundable once incurred: time already worked; a booked on-site day at your premises in the Klang Valley after we have travelled or set the day aside; third-party room or access fees you asked us to pay on your behalf; and the cost of producing extra bound copies of a report already issued. We do not sell software, templates as products, or training seats, so there are no product-return rules.
Deposits
A typical engagement asks for a deposit of 30 percent of the quoted fee to hold the start week. The deposit is credited to the final invoice. It is refundable under the full-refund rule above. It is not a separate product. We do not take deposits through this website.
Cancellation by you
Write to audits@systemkernelpath.digital. More than five working days before start: full refund of sums paid, minus any non-refundable third-party cost already incurred at your request. Inside five working days: we may keep up to two days’ quoted fieldwork as a cancellation charge if we cannot fill the week, and refund the rest. After start: partial refund as described above.
Rescheduling
You may ask once to move the start week by up to 30 days without a charge, if you give five working days’ notice and we have capacity. Further moves, or moves with shorter notice, may be treated as a cancellation and a new booking. We will not unreasonably refuse a move when your administrator access is delayed for reasons outside your control, provided the delay is documented.
No-shows
If the agreed kick-off or on-site day arrives and your records owner or administrator does not attend and does not send access, we treat that day as worked. It is not refunded. We will offer one replacement slot within 20 working days. A second no-show may end the engagement with fees due for work already done and no refund of the deposit covering those days.
Work already started
Opening the tenancy, exporting a sharing report, sampling libraries, or drafting findings counts as started work. You own drafts only when the letter of appointment says so; otherwise drafts remain our working papers until the final report is issued. Stopping the work does not entitle you to an unfinished report for free, but we will hand over factual inventories already compiled if you have paid for that time.
Purchased materials
We rarely buy materials for an audit. If you ask us to purchase a specific standard, a printed schedule, or extra bound copies, those items are charged at cost. Opened or custom-printed copies are not refundable. Unused items still in their wrapping can be returned to us within 14 days for a refund of that line only.
How to request a refund
Email audits@systemkernelpath.digital with the engagement reference, the amount, and the reason. You may also write to Jalan SS 24/11, Taman Megah, Petaling Jaya, Selangor 47301, Malaysia, or call +60 3-78043464 during Monday to Friday, 9:00–17:30 MYT. We confirm receipt within three working days.
Processing time and method
Approved refunds are paid within 14 working days after we accept the request. We refund by the same method you used to pay, usually a Malaysian bank transfer. We do not refund in cash at the studio. Currency is Malaysian ringgit unless the letter of appointment used another currency; then we refund in that currency.
Exceptions
If Malaysian consumer law gives you a stronger right for a particular fee, that right applies. These rules are written for organisational audit services, not for goods sold at a distance. Disagreement with an audit finding is not, by itself, a ground for a refund once the named report has been delivered in the form the letter of appointment described.