Refunds, cancellation, and deposits

These rules apply to booked sittings with File Canvas Core: measurement reviews, form-teacher briefings, assessment drop-off readings, and parent-evening notes. We do not sell physical goods, software licences, or course seats.

Eligibility

A refund may apply when we cancel, when you cancel inside the windows below, or when we cannot complete a sitting because the export cannot name a class and we stop before the sitting starts. Fees already earned for work that has begun are handled as a partial refund.

Timeframe to ask

Write to hello@filecanvascore.click within fourteen days of the sitting date (or the cancelled date) if you believe a refund is due. Include the school name, the class, and the confirmed date.

Full refund

You receive a full refund of sums paid if we cancel and cannot offer another date within four weeks, or if we refuse the sitting before any preparation call because the files cannot be read. Deposits are returned in those cases.

Partial refund

If you cancel more than ten working days before the sitting, we refund sums paid minus the 30% deposit, which holds the date in our calendar. If you cancel between five and ten working days before, we refund 40% of the sitting fee. Inside five working days, the sitting fee is not refunded, unless we agree the school closure (for example a ministry-ordered closure) made attendance impossible.

Non-refundable items

The 30% deposit is not refunded when you cancel for convenience inside ten working days. Printed parent-evening sheets already produced to the agreed number are not refunded. Travel booked at cost for sittings outside Johor Bahru is not refunded once tickets are purchased, unless the carrier refunds us.

Work already started

After the preparation call, or after we have marked a timetable against an export, we will invoice for time already spent (minimum one hour at RM 350) and refund only the unused remainder of the sitting fee.

No-shows

If the named staff do not attend a confirmed on-site or video sitting and have not written by 7:30 a.m. that morning, the sitting is treated as a late cancellation. We may offer one re-date at a further 30% hold fee.

Rescheduling

One change of date, made more than five working days ahead, is allowed without a further fee. Later changes are treated as a cancellation of the original date.

How refunds are paid

Refunds go back by the same method you used (bank transfer in Malaysia in most cases) within fourteen working days of our written agreement. We do not send cash.

Who to write

Refund and cancellation notes: hello@filecanvascore.click, File Canvas Core, Level 11, 62 Placeholder Street, Johor Bahru 00000, phone +60 7 0000 6520.