Refund and cancellation policy
We want you to know exactly what you pay, when you pay it, and what you get back if plans change. This page covers projects (websites, apps and custom software) and technical guidance sessions.
1. How payment works for projects
Every project is quoted in writing before any payment. After you accept the quote, you pay in two parts:
| Payment | When | Amount |
|---|---|---|
| Deposit | Before we start work | 50% of the quoted price |
| Balance | Before we hand over the finished work | The remaining 50% |
We send an invoice with a secure payment link. You can pay online with FPX online banking or DuitNow, and by card where available. Payments are processed by CHIP, a licensed payment gateway. We never see or store your card or bank details.
2. Cancelling a project before work starts
If you cancel after paying the deposit but before we have started work, we refund the deposit in full.
3. Cancelling a project after work has started
If you cancel once work has started, we refund the deposit minus the value of the work already done. The quote lists the main stages of the project, and we use them to work out the value of completed work. We send you a short written breakdown with the refund, and you keep everything completed up to that point.
If the value of the work done is more than the deposit, we do not ask for the difference unless it was agreed in the quote.
4. The balance
The second 50% is only due when the work is ready for handover. If you do not receive the finished work, you do not pay the balance.
5. Technical guidance sessions
- Sessions are paid for in advance.
- If you cancel or ask to reschedule at least 24 hours before the session, you can choose a free reschedule or a full refund.
- If you cancel with less than 24 hours’ notice, or do not turn up, we do not refund the session, but we are happy to reschedule once if there was a real emergency.
- If we have to cancel, we offer a new time or a full refund.
6. Costs paid to other companies
Domain names, hosting, app store fees, paid plugins and similar costs are paid to other companies. Once these have been bought on your behalf, we cannot get them back, so they are not refundable. We tell you about these costs in the quote, and they belong to you.
7. If something is wrong with the work
If delivered work does not match the agreed scope, tell us within 30 days of handover. We fix it at no extra cost. If we cannot fix it, we discuss a partial refund that reflects what was not delivered.
8. How to ask for a refund
- Email [email protected] with your name, the invoice number and the reason.
- We reply within 7 days with our decision and the amount.
- Approved refunds are paid within 14 days to the same payment method you used, through CHIP. Your bank may need a few more days to show it.
If you have a problem with a payment, please contact us first. We would like the chance to fix it quickly.
Questions? Email [email protected] or call +60 10-891 9380.
See also our terms of service and privacy policy.