Refunds and cancellations

Last updated 12 August 2026. These rules apply to readings booked with Gateway Stack Hub. They do not describe goods, shipping, or online checkout — we do not sell those.

Eligibility

A refund is available when we have taken a deposit or a fee and the reading has not yet started, subject to the timeframes below. “Started” means a reader has opened the agreed pack to begin the audit, not merely that we have confirmed the booking.

Timeframe for a full refund

If you cancel in writing (email to audits@gatewaystack-hub.digital or a signed note at the office) at least three working days before the agreed start date, and we have not begun reading, we refund the fee in full, including any deposit.

Partial refund

If you cancel with fewer than three working days’ notice, and the reading has not started, we retain RM 120 or 20% of the confirmed fee, whichever is higher, to cover the slot we held, and refund the rest. If the reading has started but the report has not been sent, we refund the unused portion after deducting time already spent, billed at the rate implied by the confirmation, with a minimum retained amount of 40% of the fee.

Non-refundable items

Once a findings report has been sent, that fee is not refundable. Follow-up call time that has been used is not refundable. Institutional quality reviews are quoted as a project; after the sample reading has begun, the scoping conversation and first sample pass are non-refundable. We do not sell printed kits or materials, so there is no product-return rule.

How to ask

Write to audits@gatewaystack-hub.digital with the confirmation date and the student or institution name used on the booking, or telephone +60 3-42922447 and follow with email so we have a record. Visit 18B Jalan Bunga TG 9B, Taman Putra, Kuala Lumpur if you prefer to request in person during office hours.

Processing time and method

Approved refunds are returned by the same method you paid, usually a Malaysian bank transfer, within ten working days of our written agreement to refund. We do not send cash by courier. If a transfer fails because account details are incomplete, the clock pauses until you supply them.

Cancellation by us

If we cannot complete a reading — illness, a conflict of interest discovered in the file, or a pack that is not what was scoped — we cancel, refund in full any fee for work not delivered, and, where useful, name another kind of reading we can still do. We do not keep a fee for work we refuse on ethical grounds (for example, a request to ghostwrite).

Rescheduling

You may move a start date once, if you ask at least three working days ahead and we have a later slot within four weeks. A second move is treated as a cancellation. If your institutional deadline moves forward so that our remaining calendar cannot hold a proper reading, we will say so and offer a cancel-and-refund of unstarted work rather than a rushed report.

Deposits

Some bookings ask for a deposit to hold a week. The deposit is part of the fee, not an extra charge. It follows the full and partial rules above. A deposit is not a separate product.

No-shows

If you book an in-person handover or a follow-up call and do not attend, without notice, we keep the time as used. The written report, if already in progress or complete, is still delivered. A missed handover does not, by itself, cancel the audit; it may delay the start until the pack actually arrives.

Work already started

Opening the file, making notes, and drafting findings all count as work started. At that point a full refund is no longer available. We will still stop on request and refund only the unused portion as set out under partial refunds.

Exceptions that apply here

If we miss an agreed return date by more than three working days for reasons inside this office, you may cancel the remaining work and receive a full refund of the fee, even if reading has started, provided you have not already received the report. If you received the report late, the fee stands; we will not charge for a follow-up call in that case.

These rules do not cover tuition, exam marking, or travel. We do not offer those.