Refunds & cancellations

Scope

These terms apply to paid Desktopnest engagements described on this site: Creator App Metrics Audit, Retention Reading Session, Monetisation Funnel Review, and Creator Cohort Briefing. This website does not sell physical goods or software subscriptions.

Eligibility

Refund requests are considered when you cancel within the timeframes below, when Desktopnest cancels, or when we fail to deliver the agreed deliverable after a reasonable cure period. Dislike of analytical conclusions is not grounds for a refund when the scoped work was delivered.

Timeframes

• Live sessions (e.g. Retention Reading): Full refund if you cancel at least 5 working days before the session. Cancellations inside 5 working days forfeit 50% of the fee unless we fill the slot with another client.
• Written engagements (audit, funnel review, cohort briefing): Deposit refundable in full if you cancel before we begin deep reading and within 3 working days of paying the deposit. After deep reading starts, deposits are non-refundable; unused remaining balance is refundable minus work already performed.

Full vs partial refunds

Full refunds apply when Desktopnest cancels an engagement and no suitable reschedule is agreed. Partial refunds reflect time already spent on intake, reading, or drafting, itemised on request.

Non-refundable items

• Work already delivered and accepted (briefs, follow-up notes, presentations given)
• Third-party room hire you asked us to book on your behalf (charged at cost)
• Time spent waiting on client materials past agreed deadlines when we kept the calendar reserved

Refund process

Email info@desktopnest.click with your engagement reference, reason, and preferred resolution. We confirm eligibility within 5 working days.

Processing time & method

Approved refunds are returned via the original payment method within 14 working days of approval. Bank transfer timelines may vary by your bank.

Cancellation & rescheduling

You may request one reschedule without penalty if notice is given at least 5 working days before a live session or agreed workshop. Further reschedules may incur a MYR 350 administrative fee. Desktopnest may reschedule for illness or force majeure; we offer a new date or a full refund of amounts paid for undelivered work.

Deposits

Audits and written reviews typically require a 40% deposit. Deposits secure calendar time and are applied to the final invoice.

No-shows

If your team does not attend a confirmed live session without notice, the session fee is charged in full. A shortened make-up session may be offered at our discretion for an additional fee.

Work already started

Once we have begun reviewing your exports or drafting the brief, fees for completed stages remain payable even if you pause the engagement.

Materials

We do not purchase physical materials for clients as a standard offering. If exceptional purchases are agreed in writing, those costs are non-refundable once ordered.

Exceptions

Statutory rights under Malaysian consumer law (where applicable) remain unaffected. Business-to-business engagements follow the statement of work; if it conflicts with this page, the statement of work prevails.