Refunds and cancellations

Last updated: 20 August 2026

This policy covers paid review engagements with Service Lighthouse (operations analytics reviews, peak-hour desk observation, and multi-outlet scoreboard sessions). The Site does not sell physical goods or software subscriptions.

Deposit and confirmation

A 30% booking deposit confirms your floor date or workshop slot. The deposit is credited toward the engagement fee. Work begins after we receive the deposit and a confirmed date.

Full refund eligibility

You may receive a full refund of the deposit if you cancel in writing at least 7 full days before the scheduled on-site window or workshop start time, and we have not yet conducted the kick-off call or begun metric preparation using your exports.

Partial refunds

• Cancellation 3–6 days before the scheduled start: 50% of the deposit may be retained for reserved reviewer time; the remainder is refunded.
• Cancellation within 72 hours of the start, or after the kick-off call is completed: the deposit is non-refundable. Any balance not yet paid is not charged.
• If we have completed on-site observation but not yet delivered the written brief, and you cancel further work, fees for completed stages remain payable; unused stages are not charged.

Non-refundable items

• Deposits after the windows above
• Fees for completed observation hours, workshops already delivered, or briefs already issued
• Third-party costs we prepaid with your written approval (for example, outstation lodging), unless the third party refunds us

No-shows and access failures

If our reviewer arrives as scheduled and cannot proceed because access leads are absent, dashboards are unreachable without prior notice, or the site is unsafe, the session is treated as delivered for deposit purposes. We may quote a fresh date at a reduced rebooking fee at our discretion.

Rescheduling

One reschedule with at least 5 days’ notice is usually free within the Klang Valley calendar. Later or repeated reschedules may incur a rescheduling fee of up to 15% of the project fee.

Work already started

Once floor observation or the workshop has begun, that portion is non-refundable. If we must stop early for reasons within our control, we refund or credit the unused portion.

Refund process and timing

Email info@service-lighthouse.click with “Refund” in the subject, your booking reference, and reason. We confirm eligibility within 5 business days. Approved refunds are returned to the original payment method within 14 business days of approval. Bank processing times may add a few days.

Method

Refunds follow the method you used to pay (bank transfer or other method stated on your invoice). We do not issue cash refunds at the office unless expressly agreed.

Exceptions

Force majeure (severe weather, civil restrictions, or medical emergencies affecting either party) may allow mutual rescheduling without penalty. Goodwill credits for documented service shortfalls are considered case by case and do not create a standing entitlement.

Contact

Refund and cancellation requests: info@service-lighthouse.click · +60 3 0000 6300 · Office 8, 67 Test Avenue, Petaling Jaya 00000.