Legal
Refunds and cancellations
Rules for deposits, postponed capture windows, no-shows, and work already started on a packet loss assessment or related visit.
These rules apply to packet loss assessments, connection path reviews, live session observations, and recurring quality checks booked with Packet Vertex Point. They do not mention goods in the post, software licences, or class tickets, because we do not sell those.
Eligibility
A refund is available when you cancel in writing before we have started capture, subject to the timeframes below. A change of mind after the readout is not a ground for returning the fee: the hours on the floor cannot be put back.
Timeframe
Write to info@packetvertexpoint.digital at least five working days before the first capture window for a full return of the deposit and any balance already paid. Notice of three or four working days returns half the deposit. Notice inside two working days returns nothing, because that window is held against other KL visits.
Full or partial refund
If we cancel because of illness or a storm that makes the site unsafe, you may choose a new date or a full refund of sums paid for the unused visit. If capture has started — we have sat through at least one live session or begun a path walk — the visit is charged on a time basis up to the booked fee, and only the unused remainder is considered for return.
Non-refundable items
Travel already bought for a trip beyond the Klang Valley, evening or public-holiday premiums once that window has begun, and printed copies you asked us to courier are not returned. Recurring quality checks already completed in a prior month stay billed.
How to ask
Email info@packetvertexpoint.digital with the booking date, the assessment type, and whether you want a new window or a refund. You may also call +60379826779 during working hours. We confirm in writing.
Processing time and method
Approved refunds are returned the same way the deposit was paid, usually within ten working days after we confirm the amount. Bank charges on the return, if any, are deducted only when the bank imposes them; we do not add an extra administration fee.
Rescheduling
One change of date, made at least five working days ahead, is free. Further changes, or a move from a day window to an evening window, may be re-quoted.
No-shows
If we arrive at the agreed rooms and cannot find a contact, or a remote join is left empty for thirty minutes, the deposit is kept and the remainder may still be billed if we had declined other work for that morning. A second date is treated as a new booking.
Work already started
Once live capture or a path walk has begun, fees cover time already spent, including writing up partial logs. You still receive whatever notes exist. You are not charged for a readout you refuse to attend, but the write-up fee for work already done remains payable.
Materials
We do not buy cabling or headsets on your behalf. If you purchased materials yourself, those purchases are outside this notice.
Exceptions
If we cannot complete a visit because we refuse — correctly — to join a call involving children as patients or pupils, any deposit for that session is returned in full. If you withhold access that the intake said would be available, the cancellation timeframes above apply as if you had cancelled.