1. Scope of this policy
This policy applies to consultation, preparation, review, training, seminar, workshop, subscription and recurring-payment services purchased directly from TSG Consultation.
Specific terms in a quotation, invoice, engagement letter or programme confirmation will prevail over this general policy in the event of any difference.
2. Before payment
The scope, fees, payment method and applicable cancellation terms will be communicated before the client makes payment. Clients are encouraged to seek clarification before agreeing.
3. Cancellation or rescheduling
Requests to cancel or reschedule must be made as soon as possible through our official channels. The options available depend on the type of service, preparations already made, time allocated and work already started.
4. Refund eligibility
Any refund will be assessed based on the agreed terms, the work already completed and reasonable costs already incurred.
Fees for completed work, sessions already delivered or non-refundable third-party costs may not be eligible for a refund.
5. Corporate programmes, seminars and workshops
Specific cancellation terms for group or corporate programmes will be stated in the proposal or booking confirmation, as these programmes may involve materials, facilitators, venues and third-party costs.
6. Subscriptions and recurring payments
If you subscribe to Monthly Support, or settle a project fee by instalments, your card is charged automatically on the billing date stated in your Subscription Agreement. We email you a reminder 3 days before every charge and a receipt within 24 hours after every charge. Charges appear on your statement as TSG CONSULTATION.
To cancel a subscription, email samad@tsg.net.my or WhatsApp +60 13-876 1544 at least 14 days before your next billing date. We confirm every cancellation in writing within 2 working days, stop all further charges and delete your stored card reference. Cancellation takes effect at the end of the month you have already paid for, and we continue to support you until then.
A duplicate charge, a charge for the wrong amount, or a charge taken after you cancelled is refunded in full, normally within 7 working days, to the same card. Where services for a billing month were only partly delivered, we refund that month pro rata, less reasonable costs already incurred and any third-party costs already committed. Sessions and programmes already delivered, and third-party costs already paid, are not refundable.
We do not charge any late-payment fee, penalty or interest if a scheduled payment fails.
If you do not recognise a charge, please contact us first at samad@tsg.net.my or +60 13-876 1544. We reply within 2 working days and will refund in full any charge that should not have been taken.
7. How to make a request
Send your request to samad@tsg.net.my or contact +60 13-876 1544 with your name, service details, proof of payment and reason for the request. We will review the request and communicate the decision through the contact channel provided.