Refund & Cancellation Policy

Last updated: 11 August 2026

This policy applies to professional engagements with DigiInfra AI Digital for telecom billing validation audits, rating reconciliations, interconnect settlement reviews, and related advisory work described on digiinfraai.digital. It does not cover retail product sales or software subscriptions, which we do not offer.

Eligibility

Refunds and fee adjustments apply to prepaid deposits and progress invoices for engagements cancelled or rescheduled under the conditions below. Completed deliverables already accepted in writing are non-refundable.

Timeframes

• Before kickoff (no data intake started): full refund of deposit if cancelled in writing at least 7 calendar days before the agreed kickoff date.
• Within 7 days of kickoff, before data intake: 50% of the deposit retained as a scheduling fee; remainder refunded.
• After data intake or analysis has begun: fees for work performed are due; unused prepaid amounts may be partially refunded at our discretion after deducting time spent at the agreed day rate or fixed-fee proportion.

Full vs partial refunds

Full refunds are limited to timely pre-kickoff cancellations as above. Partial refunds reflect unused scope after deducting completed phases (scoping, sample design, reconstruction, drafting).

Non-refundable items

• Third-party data-room or secure transfer fees already incurred at your request
• Travel booked with your written approval
• Clarification workshops already delivered
• Accepted final audit memoranda and findings notes

Process

Email hello@digiinfraai.digital with the engagement reference, reason for cancellation or refund, and preferred contact. We confirm receipt within two business days and state the calculated amount within ten business days of receiving all needed details.

Processing time and method

Approved refunds are returned within 14 business days to the original payer via bank transfer to the account used for payment, unless another method is agreed in writing.

Cancellation and rescheduling

You may reschedule once without charge if notice is given at least 10 calendar days before kickoff. Later reschedules may incur a fee of 15% of the engagement fee or MYR 1,500, whichever is greater. We may reschedule for illness, access failures, or force majeure and will offer a new date in good faith.

Deposits and no-shows

Kickoff deposits secure analyst calendars. Failure to provide agreed extracts within 14 days of kickoff without communication may be treated as cancellation with deposit retention under the “within 7 days / after intake” rules as applicable.

Work already started and materials

Analysis hours, draft sections, and working papers prepared before cancellation remain billable. We do not sell physical materials; any printed binders produced at your request are non-returnable once delivered.

Exceptions

Consumer statutory rights under Malaysian law, where applicable, are not limited by this policy. Engagements governed by a signed statement of work follow that document if it conflicts with this summary.

Contact for refund requests

DigiInfra AI Digital
Level 6, 18 Persiaran Gurney, George Town, Penang 10250
Phone: +60 4 555 5290
Email: hello@digiinfraai.digital