Refund & Cancellation Policy

Last Updated: January 2025

1. Service Types and Eligibility

Our refund and cancellation policies vary based on the type of service:

• Custom Development Projects: One-time projects with specific deliverables
• Subscription Services: Ongoing monthly or annual services
• Consulting Services: Hourly or project-based consulting
• Support & Maintenance: Ongoing technical support services

2. Cancellation Policy

2.1 Custom Development Projects

Before Work Begins:

• Full refund available if cancelled within 48 hours of contract signing and before work commences
• No questions asked cancellation during this cooling-off period

After Work Begins:

• Cancellation is possible at any project milestone
• You will be charged only for work completed up to the cancellation point
• Any advance payments for incomplete work will be refunded within 14 business days
• All completed deliverables up to cancellation point will be provided to you

2.2 Subscription Services

• Cancel anytime with 30 days notice before the next billing cycle
• No refunds for partial months, but service continues until the end of the paid period
• Annual subscriptions: Refund available for unused months (minus a 15% administrative fee) if cancelled within first 90 days
• After 90 days, annual subscriptions are non-refundable but can be cancelled for the next renewal period

2.3 Consulting Services

• Scheduled sessions can be cancelled or rescheduled with 48 hours notice
• Cancellations with less than 48 hours notice will be charged at 50% of the session fee
• No-shows will be charged the full session fee
• Pre-paid consulting hours can be refunded if unused and requested within 90 days of purchase

3. Refund Policy

3.1 Eligible Refund Situations

You may be eligible for a full or partial refund in the following situations:

• Service Not Delivered: If we fail to deliver agreed-upon services
• Material Breach: If we materially breach the service agreement
• Technical Issues: If our services have critical defects that cannot be resolved within a reasonable timeframe
• Cancellation During Cooling-off Period: As outlined in Section 2

3.2 Non-Refundable Items

The following are generally non-refundable:

• Work that has been completed and delivered according to specifications
• Third-party costs incurred on your behalf (licenses, subscriptions, domain registrations)
• Consulting time already provided
• Services used in bad faith or in violation of our Terms of Service
• Change of mind after work has commenced and deliverables have been provided

4. Refund Request Process

To request a refund or cancellation:

1. Contact Us: Email info@fads.com.my with your refund request
2. Provide Details: Include your service agreement number, reason for refund, and any supporting documentation
3. Review Period: We will review your request within 5 business days
4. Resolution: We will either approve the refund, propose an alternative solution, or provide an explanation if the request is denied
5. Processing Time: Approved refunds will be processed within 14 business days

5. Refund Methods

Refunds will be issued using the original payment method:

• Credit/Debit Card: Refund to the original card (may take 5-10 business days to appear)
• Bank Transfer: Direct refund to your bank account
• Other Payment Methods: Refunded through the same channel used for payment

6. Partial Refunds

For project-based work, partial refunds may be issued based on the percentage of work completed. We calculate this using:

• Hours worked vs. estimated hours
• Milestones completed vs. total milestones
• Deliverables provided vs. total deliverables

You will receive an itemized breakdown showing how the partial refund amount was calculated.

7. Dispute Resolution

If you are not satisfied with our refund decision:

1. Request escalation to senior management within 7 days
2. We will conduct a thorough review and respond within 10 business days
3. If still unresolved, we encourage mediation before pursuing legal action

8. Changes to Scope

If project scope changes significantly after work begins:

• We will provide a revised proposal and pricing
• You may choose to continue with new terms, reduce scope, or cancel
• Any additional costs due to scope changes are non-refundable once work on the new scope begins

9. Force Majeure and Service Interruptions

In cases of service interruption due to circumstances beyond our control:

• We will make reasonable efforts to restore service
• For subscription services, we may extend your service period or provide pro-rated refunds for extended outages
• No refunds for interruptions lasting less than 48 hours

10. Satisfaction Guarantee

11. Contact Us for Refunds or Cancellations