Refunds, postponement, and work already begun

This notice applies to the professional reviews, studies, and briefing days offered by Utilitybloom. It does not apply to software licences, shipped goods, or subscriptions, because we do not sell those.

Eligibility

A refund may be due when you cancel in writing before the work described below has started, or when we cancel because we cannot staff the dates we confirmed. Personal-data or security clearance delays caused by your organisation are postponements, not automatic refunds.

Timeframe for asking

Write to info@utilitybloom.click within fourteen days of the event you want considered (cancellation, a missed briefing day, or a material failure to deliver the written account). Requests after fourteen days are considered only where Malaysian law requires it.

Full refund

You receive a full refund of sums paid if you cancel in writing before the start letter’s observation start date and before we have held the week-one walkthrough. You also receive a full refund if we cancel the engagement for reasons on our side (illness of both named reviewers with no substitute you accept, or our inability to travel) and you do not want a new date.

Partial refund

If you cancel after the week-one walkthrough has occurred, we retain the first 50% to cover briefing and access work already done, and we refund any remainder not yet earned. If a briefing day is cancelled by you with fewer than five working days’ notice, the day fee is not refunded; with five or more working days’ notice, it is refunded in full.

Non-refundable items

Travel costs already incurred at your request (for example, a Johor observation day booked after the start letter) are not refunded once tickets or rooms are bought, unless we cancelled. Time already spent on policyholder sessions is not refunded.

Process

Send the engagement reference, the date, and whether you want a refund or a new calendar. We confirm in writing within five working days. Approved refunds are paid by bank transfer to the account that paid us, within fourteen working days of our confirmation. We do not refund in cash or by sending value to a different company without a letter from the original payer.

Cancellation and rescheduling

You may postpone a briefing day once without fee if you give five working days’ notice. A second postponement is treated as a cancellation. Usage reviews may be postponed if a claims peak (flood, hail, or a vendor outage) makes observation meaningless; the fee is held against the new dates for up to three months, then reviewed.

Deposits

The 50% paid with the start letter is a deposit against the project. It is credited to the final invoice. It is refundable only under the full-refund rules above.

No-shows

If the meeting room, staff handset, or named claims contact is absent on a booked observation day without one working day’s notice, that day is charged as delivered. Policyholder sessions that no-show are not re-run at our cost; you may invite replacements within the remaining calendar.

Work already started

Once observation or a briefing day has begun, the portion of work completed is payable. We will still deliver any notes already drafted. We will not pretend a half-finished usage account is a complete findings pack.

Materials

Printed extracts you supply remain yours. We do not purchase workshop parts, advertising, or handsets on your behalf, so there are no purchased-materials refunds of that kind.

Exceptions

If we fail to deliver the written account within ten working days of the agreed findings date without a cause you accepted, you may end the engagement and receive a refund of the second 50%, keeping any week-one work already paid. That is the limit of the service-credit we offer.

Office 11, 62 Placeholder Street, George Town 00000 · +60 4 0000 6520 · info@utilitybloom.click