What can be refunded
A study is a professional engagement. Money you have paid may be returned in full or in part depending on how far the work has travelled: deposit only, observation started, briefing drafted, or working session held. Informational rates on the Rates page are not a purchase; only a confirmed quote letter creates a fee.
Timeframe to ask
Write to info@workspace-mapbase.digital within 14 days of the event you are asking about (a cancelled date, a no-show, or a briefing you believe does not match the letter). Requests after 14 days are considered only where Malaysian law requires it or where we have clearly failed to deliver the named briefing.
Full refund
If we cancel a study before the first observation day and cannot offer a date within 30 days, you receive a full refund of sums paid. If you cancel in writing more than 10 working days before the first observation day, the deposit is returned in full.
Partial refund
If you cancel between 10 and 3 working days before the first observation day, we keep 40% of the study fee (the deposit) for held time, and return any remainder already paid. If observation days have begun but no briefing has been delivered, we invoice for days already sat and return the unused balance. If a working session is included and you cancel only that sitting after the briefing is delivered, the session fee (or the portion named in the letter) is not returned; the briefing fee stays earned.
Non-refundable items
Travel costs beyond Johor Bahru that you approved in the letter, a translator we booked at your request, and room hire you asked us to arrange are not refundable once committed. Time already spent on intake and export reading after you confirmed the letter is billed even if you later decide not to host the floor days.
Work already started
Once a practitioner has sat an observation day, that day is earned. Draft notes are not a product we hand over instead of a briefing; if you stop the study at that point you receive a short close-out note, not the unfinished 8–12 page briefing, unless we agree otherwise in writing.
Deposits
A 40% deposit holds the first observation date. It is applied to the final invoice. It is returned only under the full-refund and early-cancel rules above.
Cancellation and rescheduling
You may ask once to move observation days with at least 5 working days’ notice, subject to our calendar. A second move is treated as a cancellation of the original hold. We may reschedule if a practitioner is ill; that is not a cancellation by you and does not consume your one move.
No-shows
If the floor is closed to us on a booked observation day without 24 hours’ notice — sponsor absent, badge withheld, team not told — the day is charged as sat. A working session with fewer than the agreed people may be run or postponed at our judgement; if you empty the room on the day, the session fee is earned.
Purchased materials
We do not sell kits, sensors, or printed products. Printing a briefing for the sponsor is part of the fee. Extra bound copies, if you ask for them after delivery, are quoted; they are not refundable once printed.
How to request a refund
Email info@workspace-mapbase.digital with the quote letter date, the study name, and the reason. You may also call +6072249482 or write to A 15 Jln Siu Nam,Johor Bahru,Johor,80000,Malaysia. We confirm in writing within 10 working days whether a refund applies and in what amount.
Processing time and method
Approved refunds are paid by bank transfer to the account that paid us, within 14 working days of our written confirmation. We do not refund in cash at the Jalan Siu Nam rooms. Processing time depends on your bank after we release the transfer.
Exceptions
If we have materially failed to deliver the briefing named in the letter (wrong floor, no observation, or a document that does not address the agreed question), we will refund the briefing portion even after delivery, once you return copies as we request. We will not refund because you dislike a finding — for example that hybrid days do not overlap — if the method in the letter was followed.