Legal
Refund and cancellation policy
This policy applies to professional analysis engagements offered by Engine Pulse Grid. It does not cover physical products or software subscriptions, which we do not sell.
Eligibility
Refunds are considered for prepaid fees when work has not substantially started, or when Engine Pulse Grid cancels an engagement and an alternative date cannot be agreed.
Timeframe to request
Write to info@engine-pulsegrid.digital within 7 days of the event that triggers your request (cancellation, scope rejection, or our notice of inability to proceed).
Full refunds
A full refund of amounts paid is available if we have not begun analysis work and you cancel at least 5 business days before the agreed start date, or if we cancel before start and you decline a reschedule.
Partial refunds
If analysis or consultation sessions have begun, we may refund the unused portion after deducting fees for work already performed (including intake, access setup, and completed sessions), documented in writing.
Non-refundable items
- Completed readout sessions and delivered findings briefs
- Third-party device lab fees already incurred with your approval
- Administrative card or transfer fees charged by payment providers, where applicable
Deposits
Project deposits secure calendar time. Deposits become non-refundable once hitch tagging or equivalent analysis work has started. Before that point, deposits follow the full-refund rules above.
Rescheduling
You may reschedule a consultation block once without fee if you give at least 48 hours’ notice. Later changes may forfeit that session’s fee. Audit calendars can be shifted by mutual agreement when device access delays are outside your control.
No-shows
Missed consultation sessions without timely notice are charged as delivered. We will offer one courtesy reschedule at our discretion for documented emergencies.
Work already started
Once we have begun reviewing builds or exports under an agreed scope, fees for that phase are earned. Cancelling mid-audit stops further work; it does not unwind completed phases.
Refund process and timing
Approved refunds are processed to the original payment method within 14 business days after written approval. Bank transfer refunds may require additional account details from you.
How to contact us
Refund requests: info@engine-pulsegrid.digital, phone +60321459537, address B 39 JLN MEDAN IMBI,Kuala Lumpur,Wilayah Persekutuan,55100,Malaysia.