Refund Policy

1. General Principle

We invest significant time, skill, and resources from the moment a project is confirmed. Our refund policy reflects this reality while being fair to our clients. We aim to resolve any dissatisfaction through communication before a refund becomes necessary — please contact us first at hello@404found.studio if you have any concerns.

2. Initial Deposit

All projects require a non-refundable deposit of 50% of the agreed project fee before work commences. This deposit covers:

• Time allocated for project planning, scoping, and initial design
• Reservation of our team's capacity for your project
• Initial research, wireframing, or system architecture work
• Procurement of any third-party tools or licences required for your project

The deposit is non-refundable under all circumstances once work has commenced, including if the Client decides to cancel, pause indefinitely, or change scope significantly after work has begun.

3. Milestone & Progress Payments

For projects with milestone-based payment structures, each milestone payment becomes non-refundable once the deliverable for that milestone has been provided and the Client has given approval (whether explicit or implied through continued engagement).

If we fail to deliver a milestone within the agreed timeline without reasonable cause, the Client may request a review. In such cases, we will either deliver the outstanding work or discuss a partial adjustment — assessed case by case.

4. Final Payment (Balance)

The final balance payment is due upon project completion, prior to handover. Once the final payment is made and the project is handed over (files delivered, site launched, or credentials provided):

• The final payment is non-refundable
• Any post-delivery changes or issues are handled under our post-delivery support or warranty terms, not as refunds

5. Eligible Refund Scenarios

A refund of milestone or progress payments (excluding the deposit) may be considered in the following circumstances:

• We are unable to commence work after receiving a payment due to our own capacity issues, and no suitable timeline can be agreed upon
• We deliver work that materially and demonstrably fails to meet the agreed specification, and we are unable to rectify it within a reasonable timeframe (typically 14 days after written notice)
• A technical error results in a duplicate payment being charged

Refund eligibility is assessed individually and is not automatic. All refund requests must be submitted in writing.

6. Non-Refundable Items

The following are not eligible for refund under any circumstances:

• The initial 50% deposit for any project
• Payments for completed and approved work
• Fees for third-party tools, licences, domain registrations, or hosting costs procured on the Client's behalf
• Payments for completed consultation or advisory sessions
• Payments where the project delay or failure is attributable to the Client (e.g. failure to provide content, approvals, or access credentials)
• Payments for rush or expedited delivery fees

7. SaaS Subscription & Hosting Services

For ongoing SaaS subscription or hosting services managed by 404Found Studio:

• Monthly subscriptions — No refund for the current billing month if cancellation is made after the billing date. Access continues until the end of the paid period.
• Annual subscriptions — A pro-rata refund may be issued for full unused months remaining, upon written request, at our discretion. A minimum of 1 month's fee is retained as a processing and administration fee.
• Setup fees — Non-refundable once setup work has commenced.

To cancel a subscription, please provide at least 14 days' written notice before your next billing date via email to hello@404found.studio.

8. How to Request a Refund

To submit a refund request, please:

1. Email hello@404found.studio with the subject line "Refund Request – [Your Project Name]"
2. Include your full name, the project or service in question, the payment amount, and the reason for your request
3. Attach any relevant documentation (e.g. invoice, screenshots, written agreement)

We will acknowledge your request within 3 business days and provide a decision within 14 business days.

9. Refund Processing

Approved refunds will be processed via the same payment method used for the original transaction where technically possible. If this is not possible, we will agree on an alternative method with you.

Refund processing times vary by payment method:

• Bank transfer (FPX/IBG) — 3–7 business days
• Credit/debit card — 5–14 business days, depending on your card issuer
• Online payment gateways — subject to the gateway's own processing timeline

Refunds are issued in Malaysian Ringgit (MYR). We are not responsible for any currency conversion differences if you originally paid in a foreign currency.

10. Disputes

If you disagree with our decision on a refund request, you may escalate by emailing hello@404found.studio requesting a senior review. We are committed to resolving disputes fairly and professionally.

This policy is governed by the laws of Malaysia. Any unresolved disputes shall be subject to the jurisdiction of Malaysian courts.

11. Contact

For any questions about this Refund Policy, please contact us: