Refund & cancellation policy
Last updated: 18 August 2026. This policy applies to engagement work booked with Event Vertex Core — audits, briefs, debriefs, and series reviews.
Eligibility overview
Fees cover professional time reserved for your stream window. Refunds depend on when you cancel relative to the agreed kickoff, whether work has started, and whether a deposit was used to hold a premiere date.
Timeframe for requests
Refund requests should be emailed to info@eventvertexcore.digital within 14 days of the event that triggers the request (cancellation notice, missed kickoff, or delivery dispute). Include your organisation name, engagement type, and invoice reference.
Full refund
A full refund of amounts paid is available if you cancel in writing more than 10 business days before the agreed kickoff date and we have not yet begun substantive review of your logs or rundown.
Partial refund
Cancellations between 5 and 10 business days before kickoff may receive a partial refund of 50% of fees paid, reflecting planning time already spent and the difficulty of filling the reserved slot.
Non-refundable items
- Deposits used to hold a specific premiere or festival date within 5 business days of kickoff
- Work already delivered (findings packs, brief marker sheets, debrief notes)
- Third-party venue or travel costs agreed in writing for in-person debriefs, once incurred
Work already started
Once log review or timeline mapping has begun, fees for that engagement are generally non-refundable. We may, at our discretion, offer credit toward a later engagement if the postponement was outside your control.
Rescheduling
You may reschedule once without penalty if you give at least 5 business days’ notice and the new date falls within 60 days of the original kickoff. Further reschedules may require a new deposit.
No-shows
If your team misses a scheduled debrief without 24 hours’ notice, the debrief portion is considered delivered. We will share written materials already prepared; a replacement live session may be booked at an additional fee.
Refund process & timing
Approved refunds are processed to the original payment method within 14 business days of approval. Bank processing times may add several days depending on your institution.
Refund method
Refunds are issued via the same channel used for payment (bank transfer or other agreed method). We do not offer cash refunds at the office address.
Contact for refund requests
Email info@eventvertexcore.digital or call +60333726522. Postal correspondence may be sent to 22 Jalan Hilir Kawasan 6 Taman Gembira,Klang,Selangor,41100,Malaysia.