Refund & Cancellation Policy

Last updated: 28 May 2026. Applies to: all professional-services engagements with Neurabit Digital Sdn Bhd.

1. The short version

We do not sell physical or downloadable goods, so there is no "return". What we do have is fair, written cancellation and refund terms that protect both sides if a project is paused, descoped or terminated. We have triggered these terms three times in seven years — twice at our own request — and we are happy to do so again when it is the right call.

2. Cancellation before kickoff

If you cancel an engagement after the Statement of Work has been signed but before the formal kickoff meeting, we refund the deposit minus a 5% administrative fee. This covers calendar slot reservation, contracting and onboarding overhead. The refund is processed inside fourteen working days.

3. Cancellation during a project

If either party cancels an engagement after kickoff, the following applies:

• Work delivered up to the cancellation date is invoiced based on phases completed and signed off.
• Work in progress at the cancellation date is invoiced pro-rata, based on logged hours, at the rate set out in the Statement of Work.
• Any milestone payments not yet earned are refunded inside fourteen working days.
• Working files and source assets for delivered, paid-for work are handed over within seven working days of full payment.

4. Retainer cancellation

Care & Continuous Improvement retainers have a minimum term of three months. After the minimum term ends, either party may cancel the retainer with 30 days' written notice. Pre-paid retainer fees beyond the notice period are refunded.

5. Refunds for technical issues we own

If a website we built and host is unavailable for more than the time agreed in your Service Level Agreement and the cause is solely Neurabit Digital's (i.e. not a vendor outage, your edits, or an act of nature), we credit the next monthly invoice on a pro-rata basis. Specific SLA terms vary by retainer level and are set out in your contract.

6. What we will not refund

To keep things honest both ways, the following are non-refundable:

• Third-party costs we incurred on your behalf (e.g. licences, panel-recruitment fees, hosting set-up) once the underlying expense has been committed.
• Hours logged on the discovery phase if the engagement is cancelled before kickoff and the cancellation reason is not on our side.
• Custom development hours that have been logged and signed off, even if you choose not to use the final deliverable.

7. Disputes

If we cannot agree on a cancellation calculation, both parties commit to a single mediation session before any legal action is taken. The mediator is typically appointed via the Malaysian Mediation Centre. Mediation cost is shared equally.

8. Force majeure

If either party is unable to perform under the Statement of Work due to events beyond their reasonable control — for example, regional power loss, natural disaster, regulated lock-down — payment milestones are paused and timelines extended without penalty until the situation resolves. No refund is owed during this period.

9. Contact

To discuss a cancellation or refund, email [email protected] with the subject line "Refund". We reply inside two working days and aim to settle the matter within fourteen working days.