Last updated 17 August 2026

Refund, cancellation and rescheduling policy

This policy applies to professional analytics engagements purchased directly from Metriccachebase. Specific written engagement terms take precedence where they provide different conditions.

Before work starts

You may cancel within seven calendar days of accepting an engagement for a full refund of fees paid, provided work has not started and no non-refundable third-party cost has been committed with your approval.

After work starts

Once analysis, data review, workshops or preparation has started, completed time and approved third-party costs are non-refundable. Any remaining prepaid amount may be refunded on a proportional basis. Deposits reserved against a confirmed start date may be non-refundable where stated in the proposal, but can be credited against rescheduled work at our discretion.

Rescheduling and no-shows

Request rescheduling at least two business days before a workshop or scheduled session. We will offer a reasonable alternative subject to availability. A missed session without notice may be treated as delivered because preparation and reserved time have already been incurred.

Work we cancel

If Metriccachebase cancels an engagement and cannot provide a suitable alternative, we will refund prepaid fees for work not completed. A full refund applies when no work has been delivered; otherwise the refund is calculated for the undelivered portion.

How to request a refund

Call +60 3-4252 0861 and provide the engagement name, payer details, reason for the request and relevant dates. We acknowledge requests within three business days and may ask for supporting information.

Processing and method

Approved refunds are initiated within ten business days and returned to the original payment method where possible. Bank or card processing may add time outside our control. No physical products or purchased materials are included in our standard analytics service.

Exceptions

We consider exceptions required by Malaysian law and exceptional circumstances fairly. This policy does not limit rights that cannot lawfully be excluded.