We sell professional services, not boxed goods, so "returns" work differently here than in a shop. This page sets out, plainly, what happens to your money if a project is cancelled, paused, or does not go the way either of us hoped. Where a signed proposal contains specific refund terms, the proposal prevails.
1. Before work begins
If you cancel after signing but before we have started work, we refund your deposit in full, less any third-party costs already committed on your instruction (such as stock licences or software subscriptions), which we will itemise.
2. Cancelling mid-project
You may cancel a project at any point with written notice. We invoice for work completed up to the cancellation date against the milestone schedule, refund any payment exceeding that work, and hand over everything produced so far in editable form. Deposits cover the discovery and setup phases and become non-refundable once those phases are delivered.
3. If we cancel
In the rare case that we must withdraw from an engagement — for reasons of capacity, conflict of interest, or a scope that turns out to be beyond us — we refund all payments for work not yet delivered and assist with a handover to another provider at no charge.
4. Care plans and retainers
Website Care plans and CRO retainers are billed monthly. After the initial three-month term, cancel with thirty days' written notice; no refund applies to the month in progress, and unused improvement hours expire per the rollover rule in your plan. If we fail to deliver the essentials of a plan in a given month — updates, backups, monitoring — that month is refunded without argument.
5. Dissatisfaction with delivered work
Design is subjective; our process handles that with review rounds built into every stage, and work proceeds only on your written approval of each milestone. Approved milestones are not refundable on later reconsideration. If delivered work contains genuine defects — broken functionality, unmet written requirements — we fix them at our cost, promptly, for thirty days after launch and throughout any care plan.
6. Third-party purchases
Domains, hosting, plugins, stock imagery and similar purchases made in your name follow the refund policies of their vendors, not ours. We flag non-refundable purchases before committing them.
7. How refunds are paid
Agreed refunds are paid within 14 days by bank transfer to the account that made the original payment, in Malaysian Ringgit. We do not charge processing fees on refunds.
8. Raising the question
Money conversations are better had early. Write to [email protected] with "Refund" in the subject line, or call +60 3-2731 9048 and ask for the project lead. You will have a substantive answer — not an acknowledgement, an answer — within three working days.