Return & Refund Policy
Last revised: 2 June 2026
Design and development work cannot be “returned” the way a product can, so this policy does something rarer: it says in plain language when money comes back, when it does not, and how disagreements get resolved. It applies alongside our Terms & Conditions and the signed proposal for your engagement.
Before work begins
If you cancel after signing a proposal but before we have started, we refund everything you have paid minus any third-party costs already committed on your behalf (such as licences or stock assets purchased for the project). We tell you what those costs are before deducting them.
Cancelling mid-project
Projects can be ended by either side with fourteen days' written notice. You pay for the work actually completed to the notice date, valued against the milestone schedule in your proposal. If your payments to date exceed that value, we refund the difference within fourteen days. If they fall short, we invoice the balance. Either way, you receive all work products you have paid for, in editable form.
The sixty-day correction window
For sixty days after launch we fix, free of charge, anything that does not materially match the agreed proposal. This is a repair commitment, not a refund trigger: we ask for the opportunity to correct before any money conversation. In the rare case where we cannot make a deliverable conform, we refund the fee attributable to that deliverable.
Monthly plans
Care plans and optimisation partnerships are billed monthly in advance and can be cancelled with thirty days' notice. We do not refund the current month once its work has begun, but unused banked hours (where a plan includes them) remain usable through the notice period. If we ever raise a plan's price, you get thirty days' warning and may cancel before the new price applies.
What is not refundable
- Completed and approved milestones — approval at each stage is what keeps the project honest in both directions;
- Third-party costs paid on your behalf: domains, hosting, licences, plugins, stock assets;
- Discovery and research work once delivered, since its value is the findings themselves;
- Outcomes outside our control, such as a change in search rankings or a platform's policies.
Changed your mind about a design?
Taste disagreements are part of the craft, and revision rounds exist for exactly that. Each proposal states how many rounds are included at each stage. Additional rounds are priced in writing before they start. “We approved it but no longer like it” is a new brief, not a defect — and we will say so kindly, then quote it fairly.
How disputes get resolved
Raise any billing concern at [email protected] within thirty days of the invoice in question. The founder reviews every dispute personally and responds within five business days. Agreed refunds are paid within fourteen days by bank transfer to the account that made the original payment. If we cannot agree, the escalation path in our Terms & Conditions applies — Malaysian law, Kuala Lumpur jurisdiction.
Consumer law
Nothing in this policy reduces any right you hold under the Consumer Protection Act 1999 or other applicable Malaysian law. Where this policy and the law differ, the law prevails.