Services cannot be “returned” the way a product can, so this page spells out what happens to money already paid when a project changes course. It applies to all services sold by BakerLab Digital Sdn Bhd; a signed proposal may set out different terms for a specific project, in which case the proposal wins.
Conversion audits
If you cancel before the kickoff session, the audit fee is refunded in full. Once fieldwork has begun, the fee is non-refundable — but if our findings genuinely tell you nothing you did not already know, say so at the walkthrough and we will refund half. In three years nobody has asked.
Website and store projects
Payments follow milestones, so refunds do too:
- Before work begins: the commencement payment is refunded minus any third-party costs already incurred on your behalf.
- During the project: if you cancel, you pay for work completed to date at the proposal’s day rates; any remainder of your milestone payment is refunded within fourteen days.
- After launch: completed and delivered work is not refundable, but the sixty-day fix warranty in our Terms & Conditions applies in full.
Revisions are not refunds
Each design milestone includes two consolidated revision rounds. If something is not right within those rounds, we fix it — that is the normal course of the work, not a refund event. Revision requests beyond the included rounds are quoted before we start them, so there are no surprise invoices.
Care retainers
Monthly retainers can be cancelled with thirty days’ written notice. Unused months already paid are refunded pro-rata; hours already delivered in the current month are not. Unused hours within a month do not roll over unless your agreement says they do.
Third-party costs
Domains, hosting, plugins, stock imagery and payment-gateway fees are purchased on your behalf and are refundable only to the extent the third party refunds us. Where a refund is possible, we pass it through in full — we do not keep margins on refunds.
How to request a refund
Email [email protected] with your invoice number and the reason. We acknowledge within two working days and resolve within fourteen. Approved refunds are paid to the original payment method. If we cannot agree, the dispute process in our Terms & Conditions applies — but in practice, a phone call to +60 3-7733 2846 has settled every disagreement so far.