Fees, cancellation, and refunds

How fees are set

Fee ranges on audit pages are starting points in Malaysian ringgit for a single site and a defined period. The binding amount is the figure in the signed engagement letter, plus any tax the letter names. We do not take payment through this website and we do not offer a checkout.

Deposits

A scoping letter may ask for a deposit before we reserve the first fieldwork week, especially inside a count window. The deposit is applied to the fee. It is refundable in full if we cancel before work starts. It is not refundable if you cancel after we have issued a request list and you have confirmed the week, because that slot is held against other warehouse calendars.

Eligibility for a refund

You may request a refund of unearned fees if we have not started the examination named in the letter, or if we terminate because the work is outside our competence or independence. “Started” means we have opened the request list, held the kick-off, or begun reading movement extracts — whichever comes first.

Timeframe

Write to desk@indexcluster-hub.digital within fourteen days of the event you rely on (cancellation, our termination, or a billing error). We aim to decide within ten working days of receiving enough detail to match the letter and the invoice.

Full or partial

If no fieldwork has occurred, prepaid fees other than a non-refundable deposit described above are returned in full. If fieldwork has begun, we invoice time and agreed expenses to the stop date and refund any unused prepaid balance. There is no shop-style return on professional time already spent.

Non-refundable items

Time already worked; third-party costs we have already incurred with your written approval (for example a visitor pass or a room booking at your request); and the deposit once the reserved week is confirmed. We do not charge for unused software, shipping, or product restocking because we do not sell those things.

Work already started

Draft findings, working papers, and unused hours are handled as the letter states. You remain due for work performed. We will not refund a completed letter because you dislike a finding. If our work is not delivered at all for a reason on our side, prepaid fees for that undelivered letter are refunded.

Cancellation and rescheduling

You may reschedule once, with ten working days’ notice, at no extra fee if the new dates are within two months and we have capacity. Shorter notice, or a second move, may be charged as a wasted-day fee named in the letter. If your count date moves and you still want the cut-off review, we will say whether the shortened window is still enough; if it is not, we stop and bill only work done.

No-shows

If agreed on-site days are unused because your team is unavailable without notice, those days are billable. Remote days can be re-cut if you tell us before the morning of the booked day.

Purchased materials

We do not purchase stock, packaging, or warehouse equipment on your behalf. If a letter ever names a disbursement (for example a certified extract you asked us to obtain), that cost is billed at the amount incurred and is refundable only if we have not yet paid it.

Process and method

Send the engagement reference, the invoice number, and the reason to desk@indexcluster-hub.digital, or write to Melor 9, Taman Melor, Johor Bahru, Johor 81200. Refunds are paid by bank transfer to the account that paid us, in ringgit, within fourteen working days after we agree the amount. We do not refund in cash at the desk and we do not reverse a card charge because no card is taken on this site.

Processing time

Our side: up to fourteen working days after agreement. Your bank’s clearing time is outside our control.

Exceptions

If Malaysian law gives you a non-excludable right that is wider than this page, that right applies. Statutory audit opinions on financial statements, physical stocktaking performed by another firm, and software licences are not our product; do not read this page as covering those fees.