Legal
Refund policy
This policy applies to app analytics audits, measurement engagements and advisory sessions purchased directly from Data Syncbase.
Last updated: 17 August 2026Before work starts
You may cancel in writing before the agreed start date. If we have not begun work or committed external costs, prepaid fees are eligible for a full refund. Any non-recoverable, pre-approved third-party cost will be deducted and evidenced.
After work starts
Once analysis, discovery or preparation has begun, completed work is non-refundable. If you cancel part-way through, we calculate a partial refund from prepaid fees less time already worked and committed costs. Deposits become non-refundable when reserved capacity has been used or work has started.
Eligibility and exceptions
Tell us within 14 calendar days of receiving a deliverable if it materially fails to match the written scope. We will first make a reasonable correction. If we cannot provide the agreed deliverable, the affected portion is eligible for a full or partial refund. A preference change, a result showing no uplift, platform changes, or disagreement with evidence-based findings is not by itself grounds for a refund.
Cancellation, rescheduling and no-shows
Advisory calls can be rescheduled once without charge with at least two Malaysian business days’ notice. Later cancellations and missed sessions may be charged because the time was reserved. We will reschedule without charge if Data Syncbase must cancel.
How to request a refund
Call +60 3-4280 8376 or write to Data Syncbase, 47 Jalan Bunga Kemboja 3A, Tmn Muda Cheras, 56100 Kuala Lumpur, Malaysia. Include your organisation, invoice, affected service, reason and relevant dates. We will acknowledge the request within two business days.
Processing and refund method
Approved refunds are initiated within 10 Malaysian business days and returned through the original payment method where possible. Financial institutions may need additional processing time. Refunds do not include bank or currency-conversion charges outside our control.
Materials and completed work
Data Syncbase does not sell physical materials. Any specifically purchased research input or licensed dataset approved for your engagement is non-refundable once purchased. You will receive any completed, paid-for work that can reasonably be handed over.