1. Service processing

All service orders are scheduled and processed within 1 to 3 business days after payment confirmation, unless otherwise stated in the service agreement.

Requests placed on weekends or public holidays will be attended to on the next business day.

Once a service order has been confirmed, scheduled, or work has commenced, changes, postponements, or cancellations may no longer be possible.

2. Service coverage

Our services are available within Malaysia and may also be provided remotely to clients in other locations, depending on the nature of the service.

3. Estimated service timeline

Service timelines are estimates and may vary depending on the scope of work, response time, and project requirements.

Estimated completion time may depend on:

  • Type of service selected
  • Number of deliverables involved
  • Client response and approval time
  • Complexity of revisions or additional requests

Delays may occur during peak periods, public holidays, or due to unforeseen circumstances.

4. Service fees

Service fees are determined based on:

  • Scope of work
  • Project requirements
  • Duration of service
  • Any additional customisation or support requested

All pricing will be confirmed before work begins. Promotional offers or package discounts may apply where stated.

5. Project updates and communication

Clients will be updated through the agreed communication channel, such as email, WhatsApp, or phone, where applicable.

For selected services, progress updates, draft submissions, or final deliverables will be provided according to the agreed timeline.

6. Client responsibility

Clients are responsible for providing accurate and complete information, materials, and instructions required for the service.

This may include:

  • Business details
  • Content or images
  • Login access where necessary
  • Approval or feedback within a reasonable timeframe

Delays caused by incomplete information or late responses may affect the project timeline.

7. Delays and liability

All timelines provided are estimates only. We are not responsible for delays caused by:

  • Late client responses
  • Incomplete materials or missing information
  • Third-party platform issues
  • Technical disruptions
  • Public holidays
  • Events beyond reasonable control

We will make reasonable efforts to keep clients informed of any significant delay affecting the service timeline.

Cancellation refund and revision policy

1. Eligibility for refund

Refunds may only be considered if:

  • The service cannot be delivered due to our inability to proceed
  • The request is cancelled before work has started
  • There is a proven issue with the service delivered that cannot be reasonably corrected

Refund requests must be made within 7 days from the date of service delivery or scheduled commencement, where applicable.

2. Items Not Eligible for Return

The following are not eligible for refund:

  • Services already completed or substantially performed
  • Change of mind after work has started
  • Delays caused by the client’s failure to provide required materials or feedback
  • Promotional, discounted, or clearance service packages
  • Customised work already approved by the client

3. Revision procedure

To request a revision:

  • Contact customer support with your order or invoice reference
  • Clearly explain the requested changes
  • Provide supporting details if needed for review

Revisions will only be provided within the scope of the original service agreement. Additional charges may apply for extra work beyond the agreed scope.

4. Refund processing

Approved refunds will be processed to the original payment method within 7 to 14 business days after approval.

Any non-refundable administrative, consultation, or third-party charges may be excluded unless otherwise agreed.

5. Service corrections or replacement support

Where applicable, if a service delivered contains an error, omission, or issue caused by us, we may offer:

  • A correction to the original work, or
  • A replacement service of similar value, where appropriate

This will be assessed based on the nature of the service and the original agreement.

6. Additional costs

Any additional costs arising from client-requested changes, urgent revisions, or extra deliverables beyond the original agreement will be borne by the client unless otherwise agreed in writing.