Client Service Terms

Refund & Cancellation Policy

Guidelines and terms regarding appointment cancellations, rescheduling, and refund eligibility for consultations and workshops.

1. Overview & Service Commitments

Luno Wallet Safety Library Sdn. Bhd. is committed to providing exceptional, professional advisory and educational sessions. Because our engagements involve dedicated time reserved exclusively for you by our senior security specialists, this policy governs cancellations, rescheduling, and refund requests.

2. Cancellation and Rescheduling Policy

Notice Provided More Than 24 Hours in Advance

  • Rescheduling: Clients may reschedule their consultation or workshop slot up to two (2) times at no additional charge, provided written notice is submitted at least 24 hours prior to the scheduled session start time.
  • Full Cancellation: If you choose to cancel your confirmed booking more than 24 hours before the appointment, you are eligible for a 100% full refund of the session fee paid.

Notice Provided Less Than 24 Hours in Advance

  • Cancellations submitted less than 24 hours before a confirmed session start time are subject to a 50% late-cancellation fee to offset reserved specialist scheduling. The remaining 50% will be refunded to your original payment method.

No-Shows & Missed Sessions

  • If a client fails to attend a confirmed virtual or in-person session within 15 minutes of the scheduled start time without prior notification, the session is treated as a “No-Show” and is non-refundable.

3. Completed Sessions & Post-Delivery Work

Once a consultation, audit walkthrough, or workshop has been fully delivered and the written action plan has been provided, the service is deemed fulfilled. Completed advisory sessions are non-refundable.

If you believe our specialist failed to address the agreed-upon scope outlined in your consultation brief, please contact our management desk within five (5) business days for a complimentary 30-minute follow-up session.

4. Refund Request Process & Timeframes

To request a refund or cancellation:

  1. Submission: Email your refund request to contact@mindprismpoint.click with the subject line “Refund Request - [Your Full Name]”.
  2. Review Period: Our administrative office in Petaling Jaya will review your request and verify session scheduling timestamps within two (2) business days.
  3. Processing Method: Approved refunds will be issued directly to the original payment method (bank transfer or card).
  4. Settlement Timeframe: Depending on your financial institution, funds typically reflect in your account within 5 to 10 business days.

5. Contact Information

For assistance with appointment adjustments or billing questions:

  • Administrative Desk: Luno Wallet Safety Library Sdn. Bhd.
  • Office Address: Office 11, 57 Sample Street, Petaling Jaya 00000, Selangor, Malaysia
  • Direct Line: +60 3 0000 3290
  • Email: contact@mindprismpoint.click