💰 Refund Policy

1. Refund Policy Overview

1.1 Our Approach

Our refund policy is based on work completion stages rather than arbitrary time limits. We believe clients should pay for value delivered, and we should be compensated fairly for work completed.

1.2 Key Principles

• Fair Value: You pay only for work completed and delivered
• Transparent Process: Clear documentation of all work stages
• Good Faith: We work together to resolve any concerns
• Quality Assurance: We stand behind our work quality

2. Refund Eligibility by Project Stage

3. Full Refund Scenarios

3.1 Pre-Development Cancellation

If you cancel before we begin active development work, you're eligible for a full refund minus any completed consultation work:

• Initial requirements gathering (deduct 1-2 hours)
• Technical feasibility assessment (deduct 2-3 hours)
• Proposal creation and meetings (deduct actual time spent)

3.2 Service Provider Failure

Full refund if we:

• Cannot deliver the agreed-upon services
• Fail to meet fundamental project requirements
• Abandon the project without cause
• Breach our service agreement significantly

3.3 Technical Impossibility

If we determine the project is technically unfeasible after starting, we'll refund all payments minus consultation and analysis work completed.

4. Partial Refund Guidelines

4.1 Work Completed Assessment

Partial refunds are calculated based on:

• Documented hours spent on development
• Deliverables completed and handed over
• Features implemented and tested
• Value provided to the client

4.2 Client-Initiated Cancellation

If you cancel mid-project:

• You receive all completed work and source code
• Refund amount based on remaining work percentage
• Documentation of current project state provided
• 1-week handover period for knowledge transfer

5. No Refund Scenarios

5.1 Project Completion

• All agreed deliverables have been provided
• Source code and documentation transferred
• System is functioning as specified
• 30-day support period has begun

5.2 Client-Side Issues

• Delayed approvals causing project timeline extension
• Changes in requirements after development has started
• Failure to provide necessary assets or information
• Requesting features outside the original scope

5.3 External Factors

• Third-party service limitations or changes
• Hardware or infrastructure issues on client side
• Legal or regulatory changes affecting the project
• Market changes not related to our services

6. Package-Specific Refund Terms

6.1 Small Packages (RM200-RM500)

6.2 Medium Packages (RM500-RM2000)

6.3 Large Packages (RM2000+)

7. Refund Request Process

7.1 How to Request a Refund

1. Contact us immediately: Email or WhatsApp with refund request
2. Provide reasons: Explain why you're requesting the refund
3. Review meeting: We'll schedule a call to discuss the situation
4. Documentation review: We'll assess work completed and value delivered
5. Resolution proposal: We'll present options including potential refund amount

7.2 Processing Timeline

• Initial response: Within 24 hours of request
• Review and assessment: 3-5 business days
• Resolution decision: Within 7 business days
• Refund processing: 5-10 business days after approval

7.3 Required Information

Please provide:

• Project name and reference number
• Reason for refund request
• Preferred resolution outcome
• Any supporting documentation

8. Alternative Resolutions

8.1 Before Considering Refunds

We'll always try to resolve issues through:

• Project modification: Adjusting scope to meet your needs
• Additional support: Extended assistance to ensure satisfaction
• Feature adjustment: Modifying deliverables to better match expectations
• Timeline extension: Allowing more time for proper completion

8.2 Credit Options

Instead of cash refunds, we may offer:

• Credit toward future services
• Extended support period
• Additional features or enhancements
• Consultation for other projects

9. Dispute Resolution

9.1 Internal Resolution

We prefer resolving disputes through direct communication and good faith negotiation.

9.2 Mediation

If direct resolution isn't possible, we're open to third-party mediation services.

9.3 Final Resort

Legal action should be the last resort, as outlined in our Terms and Conditions.

10. Quality Guarantee

10.1 What We Guarantee

• Code functions as specified in requirements
• Systems are deployed and accessible
• Documentation is provided as agreed
• Basic functionality works without major bugs

10.2 What's Not Covered

• Changes in requirements after completion
• Compatibility with future software updates
• Performance under extreme load (unless specified)
• Third-party service changes or failures

11. Special Circumstances

11.1 Emergency Situations

In case of genuine emergencies (business closure, health issues), we'll work with you to find a fair resolution, potentially including partial refunds even after completion.

11.2 Long-term Clients

Clients with multiple successful projects may receive more favorable refund consideration based on our business relationship.

11.3 Referral Projects

Projects that came through referrals receive enhanced consideration for alternative resolutions before refunds.