We sell professional services rather than physical goods, so “returns” work differently here than in a shop. This page explains, in plain language, when money changes hands back. It should be read together with our Terms & Conditions; a signed proposal may set project-specific arrangements that take precedence.
1. The short version
- Cancel before we start discovery: full deposit refund, minus any third-party costs already committed on your behalf.
- Cancel mid-project: you pay for work completed; anything paid beyond that comes back to you.
- We fail to deliver what the proposal promised and can't fix it: refund of the affected milestone.
- Care plans: unused full months are refundable; the current month is not.
2. Project deposits
Deposits reserve a slot in our production schedule. If you cancel in writing before the discovery phase begins, we refund the deposit in full, less any third-party purchases (stock licences, software, domain or hosting fees) already made at your request. Once discovery has commenced, the deposit covers that work and becomes non-refundable.
3. Milestone payments
Projects are billed against defined milestones. If an engagement ends early — by your choice or ours — we calculate the value of work actually completed at the agreed stage rates. If your payments exceed that value, we refund the difference within 14 days of the termination date. If they fall short, we invoice the balance. Completed and paid-for deliverables are handed over either way.
4. If we get it wrong
If a delivered milestone materially fails to match what the proposal promised, tell us within 14 days of delivery. We will first repair the shortfall at our own cost — that is always our preference. If after two documented remediation attempts the deliverable still does not conform, you may reject that milestone and we will refund the fees paid for it in full.
5. Care plans and retainers
Monthly care plans can be cancelled at any time with written notice. Cancellation takes effect at the end of the current billing month; that month's fee is not refundable, but any months paid in advance beyond it are refunded in full within 14 days. Unused studio hours within a month do not roll over and are not converted to refunds.
6. What refunds don't cover
- Third-party costs paid on your behalf (licences, plugins, hosting, domains) once purchased — though we transfer ownership of them to you wherever the vendor allows.
- Changes of mind about approved work: sign-off at each stage is what lets projects move forward, so approved stages are considered accepted.
- Delays or defects caused by materials, access or decisions outside our control, provided we flagged the risk in writing at the time.
7. How to request a refund
Email [email protected] with your project name, the payment(s) concerned and the reason for the request. We acknowledge within two working days and resolve verified requests within 14 days. Refunds are returned by the same method the payment was made, in Malaysian Ringgit.
8. Consumer rights
Nothing in this policy limits any non-excludable rights you may have under the Malaysian Consumer Protection Act 1999 or other applicable law.