Refunds
Deposits, paused clocks, and work already read
These rules cover professional crash investigation time. We do not ship physical goods, app licences, or hosted crash software, so those refund models do not apply.
Eligibility
Refunds apply to fees paid for an investigation that has not yet consumed the corresponding desk time, subject to the windows below. A quote you never accepted is not a charge and needs no refund.
Timeframe
Ask for a refund in writing to info@kernel-pulsegrid.digital within fourteen days of the payment you want reversed, and before the agreed start of clustering or the booked bench day — whichever is earlier — unless a longer window is written on your quote.
Full refund
A full refund is due if we cancel because the Kepong bench does not hold the OEM unit we thought we had, or if we cannot staff the audit window we confirmed. A full refund is also due if you cancel in writing more than five working days before a bench day, or before we have opened your exports for an audit, ANR review, or gate.
Partial refund
If clustering has started but the written pack has not been delivered, we refund the unused portion after deducting time already spent, billed against the quote in half-day units. If a pre-release gate has already watched part of the testing-track window, that watched time is not refunded.
Non-refundable
Delivered finding packs, completed bench-day notes, and monthly triage fees for a month that has already begun are not refundable. Time spent waiting because mapping files never arrived, after we asked twice, is not refundable once we have opened a calendar hold of more than three working days.
Process
Write to info@kernel-pulsegrid.digital with the investigation, the payment date, and whether you are cancelling or asking us to pause. We confirm in writing what is refundable. Refunds go back by the same method as the original payment where the bank allows it; otherwise by bank transfer to a Malaysian account you name.
Processing time
We instruct the refund within ten working days of agreeing the amount. Banks may take additional days to show it.
Cancellation and rescheduling
Audit windows can be moved once without fee if you give three working days’ notice and mappings are still missing on your side. Further moves may be quoted as a new hold. Bench days can be moved once if you give two working days’ notice; later moves are treated as a cancellation of that day.
Deposits
A bench day may require a deposit to hold the unit. That deposit is applied to the day. It is refundable on the same timetable as the day itself.
No-shows
If you book to sit in on a bench day and do not arrive, and you have not cancelled, the day still runs and is charged. Remote readouts missed without notice are rescheduled once; a second miss is charged as delivered time for that slot.
Work already started
Opening exports, clustering signatures, or capturing logcat counts as work started. You still receive whatever notes exist at cancellation.
Materials
We do not buy devices on your behalf as part of a standard engagement. If a quote includes a device purchase you approved in writing, that handset is non-refundable once ordered.
Weekly triage
Stop triage by writing before the next month starts. There is no refund for the current month once notes have begun that month.
Contact
No. 29 Jln 2/1A Taman Kepong Indah,Kuala Lumpur,Wilayah Persekutuan,52100,Malaysia. +60362740654. info@kernel-pulsegrid.digital.