Legal
Refund & cancellation policy
This policy applies to paid Metric Canvas Grid engagements—metric canvas work, instrumentation reviews, founder workshops, retention audits, and related advisory sessions.
Last updated: 18 August 2026
Eligibility overview
Refunds depend on engagement type, how much work has started, and whether dates were confirmed. This site does not sell physical goods or software licences; refunds relate only to advisory fees described in your proposal.
Timeframe to request
Refund or cancellation requests should be emailed to info@metriccanvasgrid.digital within seven calendar days of the triggering event (for example, a cancelled workshop date or a decision to stop an engagement), unless your proposal states a different window.
Deposits
Engagements typically require a deposit to reserve facilitation time. Deposits are credited toward the final fee. Deposits become non-refundable once discovery interviews or workshop preparation has begun, except where Metric Canvas Grid cancels.
Full refunds
A full refund of fees paid (including deposit) applies if we cancel an engagement or workshop for reasons within our control and we cannot offer a mutually acceptable reschedule. A full refund also applies if you cancel in writing before any discovery work, document review, or workshop preparation has started, subject to the proposal’s notice period (usually five business days before the first scheduled session).
Partial refunds
If an engagement is stopped after work has begun, we may refund the unused portion of fees after deducting time already spent on interviews, drafting, facilitation, and written deliverables at the rates in your proposal. Partial refunds are calculated in writing and shared before processing.
Non-refundable items
- Completed working sessions and delivered written artefacts (canvases, audits, workshop notes)
- Third-party venue costs already incurred for confirmed in-person KL sessions, when itemised in the proposal
- Deposits after discovery or preparation has started, as noted above
Cancellation by the client
Cancel in writing to info@metriccanvasgrid.digital. For multi-week engagements, notice of at least five business days before the next scheduled session helps us reassign facilitation time. Late cancellations may forfeit the session fee for that block.
Rescheduling
Founder workshops and working sessions may be rescheduled once at no charge if you give at least three business days’ notice. Further reschedules or late changes may incur a rescheduling fee stated in the proposal.
No-shows
If your team does not attend a confirmed session without notice, that session is treated as delivered for billing purposes. We will offer one courtesy reschedule at our discretion when circumstances are exceptional.
Work already started
Once interviews, document review, or drafting has started, fees for completed stages remain payable. You retain any drafts already shared under the licence terms in your proposal.
Refund process & timing
Approved refunds are processed to the original payment method within fourteen business days of written approval. Bank processing times may vary. We will confirm the amount and method by email.
Contact for refund requests
Email info@metriccanvasgrid.digital with your proposal reference, payment date, and reason. Phone: +60326912449. Address: Ground Floor Wisma Shen Jln Mesjid India Kuala Lumpur,Kuala Lumpur,Wilayah Persekutuan,50100,Malaysia.