Return & Refund Policy

We sell professional services, not boxed products, so "returns" work differently here than in a shop. This page explains exactly how money moves in both directions at CodeGear Studio Sdn Bhd. Where a signed service agreement states different terms for a specific project, that agreement prevails.

1. Deposits

Projects begin with a deposit, typically 40% of the fixed quote. The deposit reserves team capacity and funds discovery work. If you cancel before discovery starts, the deposit is refunded in full within 14 days. Once discovery work has begun, we retain the portion covering work performed — itemised, so you can see the arithmetic — and refund the remainder.

2. Milestone payments

Larger projects bill against agreed milestones. Each payment covers the work of the milestone it follows. If a project is cancelled mid-way by either side, you pay for milestones completed and receive every deliverable produced up to that point — designs, code, content — in usable form. Money already paid for completed and accepted milestones is not refundable, because you keep the work it bought.

3. If we miss the mark

Every design and build milestone includes revision rounds, stated in the proposal. If a deliverable still fails to meet the written scope after those rounds, you may reject it; we then either fix it at our cost or refund the milestone. "The scope changed in my head" is a change request; "the deliverable does not do what the scope says" is our problem to fix. We find naming this distinction upfront keeps friendships intact.

4. Care plans and retainers

Care plans bill monthly in advance and can be cancelled by either side with 30 days' written notice. Cancel mid-month and the plan simply runs to the end of the notice period — no partial-month refunds, no cancellation fees. Unused content-change allowances do not roll over and are not redeemable for cash.

5. Third-party costs

Domains, hosting, plugin licences, stock imagery and advertising spend purchased on your behalf are billed at cost and are refundable only to the extent the third party refunds us. We always ask before spending your money on any of them.

6. How refunds are paid

Approved refunds go back by bank transfer to the account that paid, within 14 days of agreement, in Malaysian Ringgit. We do not refund to different accounts or in cash.

7. Raising a payment concern

Email [email protected] with the invoice number and the issue. Finance questions get a reply within two working days, and the person replying will have the authority to actually resolve the matter.