Design and development work is a service, not a boxed product, so "returns" work differently here than in a shop. This page sets out exactly how cancellations, refunds and revisions are handled at LearnSmith Digital Sdn. Bhd. — in plain language, before any money changes hands.

Cancelling before work begins

If you cancel after signing but before our discovery phase starts, your deposit is refunded in full, less any third-party costs we have already committed on your instruction (for example, stock licences or software subscriptions). Refunds are issued within fourteen days to the original payment method.

Cancelling mid-project

You may end a project at any stage by written notice. In that case:

You pay for all phases completed and accepted to date;
Work in progress is billed proportionally to its completion;
Any unearned portion of fees already paid is refunded within fourteen days;
Everything produced and paid for — files, designs, code — is handed over to you.

Retainers and monthly programmes

CRO and support retainers run month to month and may be cancelled with fourteen days' written notice before the next billing date. Months already started are not refundable, since capacity has been reserved and work scheduled. Unused hours do not roll over unless your agreement says otherwise.

Revisions and the care window

Every fixed-scope project includes the revision rounds stated in its proposal, plus a thirty-day care window after launch during which we fix any defect in our work — bugs, broken layouts, misbehaving forms — at no charge. New features or content changes requested during the care window are quoted separately.

When a refund is not available

Completed and accepted work phases;
Domain names, hosting fees and third-party licences purchased for you;
Dissatisfaction with outcomes that match the accepted proposal and approved designs;
Delays caused by materials or approvals not arriving from your side.

If something goes wrong

Tell us first — most issues are resolved in one conversation. Email [email protected] with your project reference and we will respond within two working days. If we have made a mistake, we fix it at our cost; that policy has no expiry date on defects we can verify against the agreed scope.

Consumer rights

Nothing in this policy limits rights you hold under the Malaysian Consumer Protection Act 1999 or other applicable law. Where this policy and the law differ, the law wins.

Related documents: Terms & Conditions · Privacy Policy

Return & Refund Policy