Return & Refund Policy

Fernpoint Digital Sdn Bhd sells professional services — design, development and optimisation work — rather than physical goods, so "returns" work differently here than in a shop. This policy explains, in plain language, how payments, cancellations and refunds are handled. Where a signed services agreement states different terms, the signed agreement prevails.

Deposits

Projects begin with a deposit, typically 30% of the fixed project fee, which reserves studio capacity and funds the discovery stage. Deposits become non-refundable once discovery work has commenced, because that work — research, interviews, strategy documentation — is delivered to you regardless of what happens later.

Milestone payments

Remaining fees are invoiced at agreed milestones (for example: design approval, development completion, launch). Each milestone payment covers work already performed and approved at that point, and is therefore not refundable after the milestone has been accepted in writing.

Cancelling a project

Either party may cancel with 14 days' written notice. On cancellation:

• You pay for work completed up to the notice date, calculated against the milestone schedule on a pro-rata basis.
• Any amount you have paid beyond that value is refunded within 14 days to the original payment method.
• All completed work, files and documentation produced up to that date are handed over to you.

If we miss the mark

Every design and development stage includes structured revision rounds. If a delivered stage does not meet the written scope, we correct it at our cost — that is the first and best remedy. If we cannot deliver a scoped item at all, the associated fee is refunded or credited, at your choice.

Care plans and audits

Monthly care plans may be cancelled with 30 days' notice; you are never charged beyond the notice period, and unused full months already paid are refunded. Fixed-price audits are refundable in full up to the moment analysis work begins.

What we cannot refund

Third-party costs purchased on your behalf and in your name — domain registrations, hosting fees, stock imagery or software licences — are governed by those providers' own terms and are outside our control.

How to raise a payment concern

Email [email protected] with your invoice number and the issue. We acknowledge within 2 working days and resolve or escalate within 14. Approved refunds are processed to the original payment method within 14 days of approval.

Contact

Fernpoint Digital Sdn Bhd · Level 16, Menara Hap Seng 2, Plaza Hap Seng, Jalan P. Ramlee, 50250 Kuala Lumpur, Malaysia · +60 3-2181 7362.