Refunds, deposits, and missed sessions

These rules apply to studies and sessions sold by Utility Garden. We do not sell boxed products, subscriptions, or shipped goods, so those models are not covered here.

Eligibility

Fees already invoiced may be refunded only as set out below. A request must come from the person named on the letter of engagement, in writing to hello@utilitygarden.click.

Timeframe for asking

Ask within fourteen days of the event that triggers the request (a cancelled workshop, a diagnostic stop, or a no-show you wish to discuss). Older requests are considered only where Malaysian consumer law requires it.

Full refund

A full refund of sums paid is due if we cancel a session or study for reasons on our side (illness in the practice without a substitute date, or inability to staff the named people) and you do not accept a rearranged date.

Partial refund

If a Retention Study stops because a return cannot be defined from the export, unused interview days and the unused workshop day are refunded. Days already spent on access and table reconstruction remain payable. For an interview block, uncompleted interviews are not charged.

Non-refundable items

The cohort reading session fee is non-refundable once the four hours have begun. A return-path review day that has begun is payable in full. Deposits are non-refundable where we have already declined other work for those weeks, except when we cancel.

How to request

Write to hello@utilitygarden.click with the engagement date and what you are asking for. We confirm in writing within five working days.

Processing time and method

Approved refunds are returned by the same bank transfer path as the original payment, within ten working days of approval. We do not refund in cash at the office.

Cancellation and rescheduling

You may reschedule a workshop or reading session once, with at least five working days’ notice, at no extra fee. Later changes may be billed as a new session if the room and staff were held.

Deposits

A Retention Study usually requires a thirty percent deposit to hold the calendar. The balance is invoiced at the workshop. The deposit is applied to the final fee.

No-shows

If your counterpart does not attend a booked reading session or workshop and we received no notice, the session fee (or workshop day) is payable. Interviews where the lapsed user does not attend are not billed.

Work already started

Table reconstruction and interview notes already produced remain payable even if you later pause the study. We will hand over work completed to that date.

Materials

Printed briefs already produced are not credited. We do not purchase custom hardware for clients; there are no material restocking rules on this page.