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Refunds, cancellation, and unused work
Last updated 12 August 2026. These terms apply to advisory engagements with QueryEngine Hub Advisory. They do not describe retail goods, shipping, or software licences, because we do not sell those.
What can be refunded
Fees relate to professional time: scoping, reading application files, writing the report, and the findings discussion. A refund is about that time, not about returning a physical product.
Before work starts
If you cancel in writing before we have received the sample and before the start date in the engagement letter, we refund fees already paid, less any non-refundable deposit stated in the letter. If the letter did not require a deposit, cancellation at this stage is a full refund of sums received.
Deposits
Some letters ask for a deposit to hold a reading window on the calendar. A deposit is refundable if we cancel, or if you cancel at least ten working days before the start date and we have not begun reading. Inside ten working days, the deposit is kept against time already reserved, unless we can fill the window with other paid work — in which case we refund the unused deposit.
After files have arrived
Once a sample is in our rooms or our controlled folder, work has started. If you cancel then, we invoice for time already spent (intake, logging, reading begun) at the rates in the letter, and refund any unused remainder of fees paid in advance. There is no refund for portions of the sample we have already read.
Partial refunds
If the agreed sample cannot be delivered — for example, you send far fewer packs than the letter assumed — we may reduce the fee in proportion to the reading still possible, or pause until the sample is complete. If you prefer to stop, the same time-spent rule applies: pay for work done, refund the unused prepaid balance.
Non-refundable items
The following are not refunded once incurred: third-party room hire if you asked us to present off-site; certified copies or courier costs you asked us to advance; and time already written into working papers. We do not charge for “materials kits” or unused stationery as if they were retail goods.
Rescheduling
You may ask once, in writing, to move the start date by up to twenty working days without a rescheduling fee, if you ask at least five working days before the original start and we have not begun reading. Later or repeated moves may be charged a rescheduling fee of up to fifteen percent of the engagement fee, or we may treat the move as a cancellation under the rules above.
No-shows
If a findings discussion is booked at 179 Jalan Tun H. S. Lee or by video and the client counterpart does not attend and does not give one working day’s notice, we may treat that session as delivered. We will still issue the written report. We are not obliged to hold a second session without a further fee.
If we cancel
If the practice cannot perform (conflict, illness of the named lead with no substitute you accept, or a professional reason we cannot proceed), we refund prepaid fees for work not performed. We do not charge a cancellation fee to you in that case.
Quality and re-performance
If the report omits a file that was in the agreed sample and in our possession, we will read that file and update the report at no extra fee. Disagreement with a finding is not, by itself, a ground for a refund. You may ask for a written explanation of a finding; that explanation is part of the engagement if requested within ten working days of delivery.
How to ask
Send cancellation, rescheduling, or refund requests to reviews@queryengine-hub.digital or in writing to 179 Jalan Tun H. S. Lee, Kuala Lumpur, 50000, with the engagement reference. We acknowledge within five working days. Approved refunds are paid by the same method we received (usually bank transfer) within fourteen working days after we agree the amount. We do not reverse card checkout, because this site does not take cards.
Exceptions
A signed engagement letter may set different deposit, notice, or cap figures for a particular reading. Where the letter is more specific, the letter wins. Malaysian law that cannot be contracted out of still applies.