Legal
Refund & cancellation policy
Refund, cancellation, rescheduling, deposit, and no-show terms for Content Canvaspoint retention engagements.
Last updated: 20 August 2026
This policy applies to paid engagements with Content Canvaspoint: Social App Retention Audits, Cohort Reading Sessions, Retention Workshops, and Ongoing Retention Advisory. It does not cover physical retail goods — we do not sell them.
Eligibility overview
Refunds depend on engagement type, notice period, and whether substantive work has begun. “Work begun” includes intake review of your exports, preparation of session materials, or reserved facilitator time within seven days of the scheduled date.
Deposits
Audits and workshops require a 40% deposit to hold dates. Deposits are credited toward the final invoice. Advisory is invoiced monthly in advance without a separate deposit.
Cancellation by you
| Engagement | Notice before start | Refund |
|---|---|---|
| Audit | 14+ days | Deposit refundable minus MYR 500 admin fee |
| Audit | 7–13 days | 50% of deposit refundable |
| Audit | Under 7 days or after intake materials reviewed | Deposit non-refundable; unused balance not yet invoiced is cancelled |
| Cohort session / workshop | 10+ days | Full refund of sums paid |
| Cohort session / workshop | 3–9 days | 50% refund |
| Cohort session / workshop | Under 3 days | Non-refundable |
| Advisory | Before next billing month | No charge for future months; current month non-refundable once started |
Rescheduling
One reschedule with at least seven days’ notice is allowed without fee for audits and workshops, subject to our availability. Later reschedules may incur a MYR 400 calendar fee. Advisory call reschedules inside the same month are flexible when both parties agree.
No-shows
If your team fails to attend a scheduled readout or session without 24 hours’ notice, that session is forfeited and non-refundable. We may offer a single makeup slot at our discretion.
Work already started
If we have begun reading your exports or drafting the brief, fees for completed stages remain payable. Partial refunds, when offered, subtract a reasonable estimate of hours already spent at the quoted effective rate.
Materials and third-party costs
Venue hire, printed packs already produced, or travel booked at your request are non-refundable once committed. We will not purchase non-refundable travel without written approval.
How to request a refund
Email info@content-canvaspoint.click with your company name, engagement dates, and reason. We confirm receipt within three business days and decide within ten business days. Approved refunds return via the original payment method within fourteen business days of approval.
Cancellations by us
If we must cancel due to illness or force majeure, you may choose a full refund of amounts paid for undelivered work or a new date at no extra fee.
Exceptions
Statutory rights under Malaysian consumer law, where applicable, are not excluded. This policy is intended for business-to-business consultancy engagements.