Refunds & cancellations

Last updated: 11 August 2026

This policy applies to DigiEnergia Digital professional engagements: Marketplace Commission Audit, Settlement File Reconciliation, and Fee Schedule Assessment. It does not cover physical goods or software subscriptions, which we do not sell.

Eligibility

Refunds relate to fees paid for a confirmed engagement. Website form submissions alone do not create a payable contract.

Timeframe

Cancellation requests should be emailed to hello@digienergia.digital as soon as possible. Processing of approved refunds typically completes within 14 business days of approval.

Full refund

A full refund of amounts paid is available if you cancel before we begin fee-schedule mapping or file intake processing, and no kickoff call has occurred.

Partial refund

If mapping or sampling has started, we refund the unused portion after deducting fees for hours completed at the agreed project rate (or a pro-rata of the fixed fee stated in the confirmation email). The 40% deposit covers early mapping work and may be non-refundable once mapping begins, except where we cancel for our own capacity reasons.

Non-refundable items

• Completed findings packs already delivered
• Third-party data-room or courier costs expressly approved by you in writing
• Time spent on clarification calls already held

Work already started

Once sampling is underway, you remain responsible for fees covering completed stages. We deliver any partial work product already prepared for stages you paid for.

Deposits

Deposits reserve a start window. If you reschedule with at least five business days’ notice, the deposit transfers to the new window within 60 days. Shorter notice may forfeit the deposit if we cannot fill the slot.

No-shows

If you miss a scheduled kickoff or findings call without 24 hours’ notice, we may charge for the reserved hour or deduct it from prepaid time.

Cancellation by us

If we must cancel for illness or capacity, you may choose a full refund of amounts paid for undelivered work or a transferred start date.

Refund method

Refunds return to the original payment method where possible. Bank transfers follow the account details on your remittance.

How to request

Email hello@digienergia.digital with your engagement reference, reason, and preferred outcome (refund or reschedule). Phone: +60 3 5550 7630. Office: Level 11, 22 Jalan Stesen Sentral, Kuala Lumpur 50470.

Exceptions

Marketplace platforms may change fee tables during an engagement; that alone is not grounds for a refund if we still deliver the agreed pack for the window you chose. Scope expansions you request are billed separately and are not automatically refundable.