Refunds, deposits, and cancelled sessions

These rules apply to professional A/B test analytics work booked with Page Grove Base: experiment readouts, pre-launch design reviews, and programme health checks. They do not apply to goods, subscriptions, or software licences, which we do not sell.

Eligibility

A refund may apply when we cancel a booked session, when you cancel inside the windows below, or when we agree the brief we accepted cannot be performed because of a mistake on our side.

Timeframe to ask

Write to hello@pagegrovebase.click within 14 days of the invoice date or the missed session, whichever is earlier, and include the experiment name and invoice reference.

Full or partial refunds

• If we cancel and cannot offer a new date within ten working days, you may have a full refund of sums paid for that session.
• If you cancel more than five working days before a booked readout day, the deposit is returned minus any bank transfer fee we cannot recover.
• If you cancel inside five working days, the deposit is kept; remaining prepayments for work not started are returned.
• Design reviews already annotated are not refunded; if we have not yet opened the brief, fees paid are returned.

Non-refundable items

Time already spent reading logs, writing a memo, or travelling to an agreed on-site health check in Peninsular Malaysia. Public-holiday surcharges already incurred for a reserved day you later vacated.

Process

Email the desk. We confirm in writing what will be refunded. Refunds go back by the same bank transfer or e-wallet method used to pay, within 14 working days after we accept the request. We do not reverse cash that was never taken; this site has no checkout.

Cancellations and rescheduling

You may reschedule once at no charge with at least three working days’ notice. Further moves may be treated as a cancellation of the deposit. We reschedule around Malaysian public holidays without penalty when we are the ones who cannot staff the desk.

Deposits

A 30% deposit holds a readout day. It is applied to the final invoice if the session runs.

No-shows

If nobody from your side joins a booked session and we received no message, the deposit is forfeited. A short written memo of work already prepared may still be sent at our discretion; it is not a substitute for the working session.

Work already started

Once assignment extracts have been opened and checks begun, that portion of the fee is earned even if you later stop the experiment.

Materials

Printed copies of memos are incidental. We do not charge separately for paper and do not refund “unused materials.”

Exceptions

If illness or a movement-control order prevents travel to Johor Bahru, we move the session to video and do not treat that as a cancellation.

Contact: hello@pagegrovebase.click, +60 7 0000 2180, Level 8, 29 Example Avenue, Johor Bahru 00000.