Legal
Refunds, deposits, and missed windows
This page applies to Terminal Map Hub visits and desk reviews: full checkout reviews, till walkthroughs, in-app cart reviews, queue timings, and floor briefings. We do not sell goods by post and we do not run a payment checkout on this site, so there is nothing here about parcels or card chargebacks for an online basket.
Eligibility
A refund is due when we cancel a confirmed date for our own reasons (illness, blocked travel, or a mall refusal we could have anticipated from the information you already sent). A refund is also due if you cancel in writing within the timeframes below. Work already delivered in writing is not unwound because you later disagree with a finding.
Timeframe
Write to info@terminal-maphub.digital as soon as you know a date cannot stand. The clock for the percentages below starts when we receive that message on a working day in Selangor, or the next working morning if you write after 17:30 or on a public holiday.
Deposits
We may ask for a deposit of thirty percent to hold a trading window, especially on Saturdays. The deposit is part of the fee, not an extra charge. It is fully returnable if we cancel. If you cancel more than seven full days before the visit, the deposit is returned. Inside seven days the deposit is kept unless we fill the window with another store, in which case we return it minus any non-refundable parking or pass fees already paid.
Full refund
One hundred percent of sums received, including deposit, if we cancel, or if you cancel more than seven days before a floor visit or before a desk review has started reading your app.
Partial refund
Fifty percent of the remaining balance (after any kept deposit) if you cancel between seven days and forty-eight hours before the window. Inside forty-eight hours the visit fee is payable unless we agree the floor is unsafe or a mall has refused a pass that was requested in time.
Non-refundable items
Reimbursed test purchases already made at your till, parking already paid, and mall visitor passes already issued are not refundable. A completed written sequence is not refundable. A floor briefing that has already been given is not refundable.
No-shows and rescheduling
If the named shift lead is absent and nobody on the floor will show us a place to stand, the visit is treated as a no-show and the fee is payable. We will offer one reschedule within six weeks if you write the same day with a cause we can verify (sudden closure, flood, or a documented mall lockout). A second reschedule is quoted as a new visit.
Work already started
If Daniel has already completed a paid or sandbox basket on your live app before you cancel the desk portion, that portion of the fee is earned. If Farah has already stood a portion of the agreed window, that portion is earned on a time basis agreed in the confirmation letter.
Materials
Printed stills and half-page briefing sheets prepared for a cancelled briefing can be posted to you or destroyed; they are not a separate sale. We do not buy equipment for your counter, so there is no restocking rule for PIN pads or printers.
How a refund is paid
Refunds go back by the same bank transfer or cheque method you used, within fourteen working days of agreement. Tell us if the account name differs from the booking name. We do not refund in cash on the shop floor.
Who to write
Refund and cancellation requests: info@terminal-maphub.digital, with the store name and the confirmed date in the subject line. Telephone +60355142588 if you need the same-day message acknowledged while we are between visits.
Last updated 18 August 2026.