We sell professional services, not boxed products, so “returns” work differently here than in a shop. This page sets out how payments, cancellations and refunds are handled by Handeity Creative Sdn Bhd. Where a signed service agreement states different terms, the agreement prevails.
How payments are structured
Engagements are billed in milestones — typically a commencement payment, one or two progress payments, and a completion payment at launch. Each milestone corresponds to work you can see and review. You are never asked to pay the full project value up front.
Cancelling before work begins
If you cancel after signing but before the kickoff workshop takes place, we refund the commencement payment in full, less any third-party costs already incurred on your instruction (such as software licences or stock assets).
Cancelling mid-project
Either party may end an engagement with 14 days’ written notice. In that case:
- Completed milestones are non-refundable — that work has been delivered and reviewed;
- The milestone in progress is billed proportionally to work done, evidenced by the working files, which are handed over;
- Any unused portion of payments already made is refunded within 14 days;
- Everything produced and paid for is yours, in editable form.
If the work misses the mark
Every milestone includes the revision rounds stated in your agreement. If a deliverable does not meet the written specification after those revisions, tell us in writing within 14 days of delivery. We will fix it at our cost, and if we cannot bring it to specification within a reasonable time, we refund the milestone concerned. Post-launch, every build carries a 30-day fix window for defects at no charge.
What we do not refund
- Work already delivered, reviewed and approved at a milestone sign-off;
- Third-party fees paid on your behalf — domains, hosting, licences, ad spend — which follow those vendors’ own policies;
- Changes of scope or direction after approval (these are quoted as new work, not treated as defects);
- Monthly care-plan or CRO-programme fees for months already served. These plans have no lock-in and can be stopped for the following month at any time.
How refunds are paid
Approved refunds are returned by bank transfer to the account that made the original payment, within 14 days of agreement, in Malaysian Ringgit.
Questions or disputes
Write to [email protected] with your agreement reference. Most concerns are resolved in one conversation; anything that is not is handled under the dispute process in your service agreement and Malaysian law.