Legal
Refunds, deposits, and missed days
These rules apply to observation visits, path walkthroughs, briefings, and quarterly check-ins booked with Backup Vertex Base. They do not describe goods in the post, software licences, or event tickets, because we do not sell those.
Eligibility
A refund is about fees paid for a booking that did not take place as agreed, or that we cancelled. It is not a warranty that a future restore will succeed, and it is not available merely because you dislike a sentence in a usage note that accurately records a skipped menu.
Deposit
A deposit of thirty percent of the quoted fee holds the diary dates. The deposit is credited to the final invoice. It is refundable only in the cases below.
Timeframe for asking
Write to info@backupvertexbase.digital within fourteen days of the event you think justifies a refund (our cancellation, a deposit paid in error, or a visit we could not staff). Requests after that window are considered only where Malaysian law requires it.
Full refund
You receive a full refund of sums paid if we cancel because a practitioner is ill and we cannot send another named observer from Klang, or if we never began intake because the dates were never confirmed in writing. You also receive a full refund if you cancel in writing more than ten working days before the first observation day and we have not yet held the intake call.
Partial refund
If you cancel between ten and five working days before the first observation day, we keep the deposit and refund any balance already paid. If we have held intake but not yet attended site, we keep the deposit plus a writing charge of RM 400 for preparing the blank sheets and feature list, and we refund the rest.
Non-refundable items
Travel already bought for a site outside the Klang Valley, once receipts exist, is not refundable. A briefing that has already been delivered is not refundable. Quarterly visits already completed stay billed even if you end the series early; unused future dates in that series are refunded minus the deposit attached to the next held date.
Work already started
Once an observer has sat through any part of a named shift, the observation days begun are payable in full. If a second day has not started, that second day can be dropped and its portion refunded, provided you tell us before we travel that morning.
No-shows
If we arrive for the named shift and the operators are not present, or the screens we were permitted to watch are not available, the day is treated as delivered. We will wait one hour. After that the day is charged. You may rebook a replacement day at the walkthrough rate if you still want the work.
Rescheduling
You may move a date once, at no charge, if you write at least five working days ahead and our diary still has a free observation day within six weeks. A second move is treated as a cancellation of the original dates and a new booking. We may move a date if flooding, haze closures, or a death in the attending practitioner’s family makes the road or the room unusable; in that case the deposit stays credited to the new date.
Cancellation by you after briefing materials exist
If the visit happened and you cancel the briefing, we still issue the written note. The briefing fee portion (when billed inside a review) is refunded only if we have not yet reserved the meeting room or travel for that sitting.
Process
Send the booking reference, the dates, and the reason to info@backupvertexbase.digital, or telephone +60333428150 and follow with an email. We confirm in writing whether the case is a full refund, a partial refund, or a refusal with reasons tied to this page.
Processing time and method
Approved refunds are returned by the same method as the original payment where we can, usually a bank transfer to the account that paid the deposit. We aim to instruct the transfer within fourteen days of approval. Bank charges on your side remain yours.
Materials
We do not buy goods for your recovery room. Unused printed copies of a note that we brought to a briefing can be left with you or shredded; they are not a separate product for refund.
Exceptions
If a visit cannot proceed because we arrived without the named practitioner and sent nobody in their place, you may refuse the substitute and take a full refund of that day even if we offered a different observer. Statutory rights under Malaysian law are not limited by this page where they cannot lawfully be limited.