This page applies to the professional work on this site: measurement audits, paywall path reviews, push alert briefs, newsroom workshops, and monthly editorial briefings. It does not apply to goods, software licences, or postal delivery, because we do not sell those.
Eligibility
A refund is considered when we have not begun the contracted work, when we cannot obtain the access the scope required and we are the party at fault, or when we miss an agreed delivery week without a cause named in the scope. A change of mind after reconstruction has started is a cancellation, not an automatic refund.
Timeframe
Ask in writing, to info@toolkitgarden.click, within fourteen days of the event you are relying on (a missed delivery week, a refused start, or a cancellation). Older requests are considered only where Malaysian law requires it.
Full and partial refunds
- Deposit, work not started. If you cancel more than ten days before the agreed start week, the deposit is returned in full. If you cancel inside ten days, we keep the deposit because the week was held.
- Work started. Time already spent on inventory or reconstruction is charged at the proportion of the fee set out in the scope. The unused remainder is returned.
- Workshop no-show. If the newsroom is not ready at the agreed time and we have travelled, the session fee is not returned. We will offer one reschedule inside thirty days; travel already spent is not refunded.
- Monthly briefing. Unused months after the first three, once fifteen days’ notice is given, are not billed. The first three months are a block and are not broken into refunds except where we fail to deliver a month.
Non-refundable items
Travel booked at cost for a visit outside the quoted area, once purchased with your written go-ahead. A rush surcharge, once we have displaced another title to start inside ten days. The first three months of a monthly briefing block, unless we fail to deliver.
Process
Write to info@toolkitgarden.click with the scope reference, the masthead, and the reason. We confirm receipt within two working days and give a decision within fourteen days after that.
Processing time and method
Approved sums are returned by the same method as the original payment where we can, within fourteen days of the decision. Bank charges on the return, if any, are borne by us when the refund is our fault, and by you when the cancellation is yours.
Cancellation and rescheduling
You may reschedule a start week once, with ten days’ notice, at no extra fee. A second move is treated as a cancellation of the original week and a new booking. We may reschedule if illness or a closed newsroom makes the sample week unusable; in that case the deposit rolls to the new week.
Deposits
Thirty percent holds the start week. It is applied to the fee, not added on top. It is returned or kept as set out above.
Work already started, materials, exceptions
Once week-two reconstruction has begun, the sample week’s reading cannot be ‘put back on the shelf’. That portion of the fee is earned. We do not buy print or kit on your behalf, so there is no materials restocking rule. If access was never granted despite our reminders, we may end the work and refund the unearned remainder after deducting week-one inventory time.
Contact for refund requests
Toolkitgarden, Office 8, 21 Test Road, Johor Bahru 00000. Email info@toolkitgarden.click. Telephone +60 7 0000 9850.