Refunds
Refunds, cancellation, and deposits
Refund and cancellation terms for Desktop Garden onboarding analytics visits in Malaysia, including deposits, no-shows, and work already started.
These rules apply to booked visits: first-open reviews, newcomer interviews, welcome-copy sittings, and activation walkthroughs. This site does not sell physical products, software licences, or class recordings.
Eligibility
Fees are refundable according to the timetable below when you cancel in writing to hello@desktopgarden.click. Informational prices on the fees page are not invoices; only a confirmation email creates a payable visit.
Timeframe
Write to us as soon as you know the week cannot go ahead. We count working days in Malaysia, excluding public holidays.
Full refund
You receive a full refund of any deposit if you cancel at least ten working days before the first booked sitting day, and we have not yet recruited newcomers or started watching recordings.
Partial refund
If you cancel between nine and three working days before the first sitting day, we refund 50% of the deposit. If recruiting costs (SIM cards, participant payments already made) have been incurred, those line items are deducted first.
Non-refundable items
Participant payments already transferred, café table bookings, and couriered clean devices that have left the studio are not refunded. Time already spent on intake calls after you asked us to begin is billed at RM 350 per hour and deducted from any refund.
Work already started
Once we have opened your recordings or sat with a newcomer, the visit cannot be unwound to a full refund. You may pause the remaining days; completed work is charged in proportion to the quote, with a minimum of the deposit.
No-shows
If your team misses a booked readout or interview slot without four working hours’ notice, that slot is charged. We will offer one replacement slot in the following two weeks, subject to the calendar.
Rescheduling
One reschedule with at least five working days’ notice is free. Further moves are treated as a cancellation plus a new booking.
Deposits
A 40% deposit holds the week. It is credited against the final fee. It is not a separate product.
How refunds are paid
Refunds go back to the same bank transfer or e-wallet we received, within fifteen working days after we agree the amount in writing. We do not send cash.
How to ask
Email hello@desktopgarden.click with the confirmation date and the reason. You may also call +60 4 0000 4300. We reply within two working days.
Exceptions
If we cancel because of studio illness or a recording we cannot lawfully use, you may choose a new week or a full refund of sums paid, including deposit. We are not responsible for app-store rejection, device failure on your side, or a build that never arrives.