Refunds, pauses, and no-shows
These rules apply to booked professional sit-ins, audits, week notes, economy passes, workshops, and related work described on this site. They do not cover physical goods, software licences, or store credit — we do not sell those.
Eligibility
A refund may apply when we cancel a booked sit-in, when we cannot start within a reasonable time of the agreed week for reasons on our side, or when you cancel in writing before we have begun reading your materials, subject to the timeframes below.
Timeframe to ask
Write to hello@toolmeadowcore.click within 14 days of the event you are asking about (cancellation, our missed start, or a completed week you believe was not delivered as scoped). Later requests are considered only where Malaysian law requires it.
Full or partial refund
Full refund of fees paid for that engagement if we cancel, or if you cancel in writing at least seven days before the agreed start date and we have not opened your logs.
Partial refund if you cancel with fewer than seven days’ notice, or after intake has begun: we keep a portion that reflects hours already spent on taxonomy, reconstruction, or workshop preparation, and refund the rest. The portion kept will not exceed the fee for the work already done, as noted in our reply.
No refund of the fee for days already sat, a workshop already held, or a written readout already delivered. If a live-ops week ran Monday to Wednesday and you stop the rest, Monday–Wednesday stay billed.
Non-refundable items
Intake-call time that was used to scope a title we then declined is not billed, so there is nothing to refund. Third-party costs already incurred with your written approval (for example a flight you asked us to book) are not refundable once spent.
Process
Email hello@toolmeadowcore.click with the booking dates, the title, and whether you want a pause, a reschedule, or a refund. We confirm what we have already done. Approved refunds go back by the same method you paid, unless we agree another Malaysian bank transfer.
Processing time
We aim to send the refund instruction within 14 working days of agreement. Bank timing after that is outside the practice.
Cancellation and rescheduling
You may reschedule once, subject to our calendar, if you write at least seven days before the start. A second move is treated as a cancellation of the original week and a new booking. We may reschedule if illness or a public holiday in Johor Bahru blocks the room; we offer a new week or a refund of unused fees.
Deposits
If a scope asks for a deposit to hold a week, that deposit is applied to the fee. It is refundable on the same rules as the fee. It is not an extra penalty.
No-shows
If the workshop attendees do not attend a confirmed afternoon and did not write to move it, that afternoon is treated as delivered. We will still send the written readout based on work already done.
Work already started
Once we have opened exports or begun taxonomy, the hours stand even if you later decide not to ship the patch. You may pause remaining days; paused days can be refunded under the partial-refund rule.
Materials
Printed tables, wall maps, and notes we produce for you are part of the readout. We do not refund because you disliked a finding. We do refund unused future days if we agree the remaining scope is no longer needed.
Exceptions
Force majeure in Johor Bahru (including severe flooding that closes the Level 7 building) may delay a sit-in without being a breach; we reschedule or refund unused fees. Publisher NDAs that appear after booking and block all logs may end the engagement; we refund fees for work we cannot perform and keep fees for hours already spent trying to find an allowed path.
Who to write
Refund requests: hello@toolmeadowcore.click. Tool Meadow Core, Level 7, 73 Test Road, Johor Bahru 00000. Phone +60 7 0000 4300.