1. General principle
Stratetics Experts SDN. BHD. takes quality and client satisfaction seriously. We aim to resolve service delivery concerns through direct communication and remedy before any refund is considered. Refunds are not automatically available for all service types and are subject to the conditions set out in this policy.
2. Eligibility for refunds
Refunds may be considered when:
- A service was paid for but not commenced by Stratetics Experts SDN. BHD. within the agreed timeline due to our failure, and the client elects to cancel.
- A deliverable is materially deficient relative to the specifications in the SOW, and we are unable to fix the deficiency within a reasonable timeframe (typically 14 working days from formal written notice).
- A project is mutually agreed to be terminated before completion, in which case a pro-rated refund based on work not yet commenced may be issued, subject to deduction of costs already incurred.
Refunds will not be issued for:
- Services that have been fully delivered and accepted by the client, whether formally or by conduct.
- It seems that dissatisfaction arises from client-provided information that was inaccurate, incomplete, or not supplied in accordance with the agreed requirements.
- Changes in the client’s business requirements or priorities after project commencement.
- Delays or issues caused by factors outside our control, including weather, site access restrictions, third-party dependencies, or force majeure events.
- Digital products, software licenses, API access, or platform subscriptions are once activated or accessed.
- Inspection reports (including drone, thermal, and NDT reports) are issued once field work has been completed.
3. Deposits and advance payments
Project deposits (typically 30% to 50% of project value) are non-refundable once work has commenced, as they cover mobilization costs, resource allocation, equipment deployment, and preliminary analysis. The refundability of any balance payment will be determined in accordance with Section 2 above.
4. Subscription and retainer services
For clients on monthly retainer or subscription arrangements:
- Cancellations must be submitted in writing at least 30 days before the next billing cycle.
- Fees already charged for the current billing period are non-refundable if services have been accessed or work has been performed during that period.
- Unused retainer hours or credits may be carried forward within the same contract term, but are non-refundable upon termination unless expressly agreed otherwise.
5. How to request a refund
Refund requests must be submitted in writing to admin@strateticsxperts.com and include:
- Your full name, company name, and contact details.
- Your invoice number and the service in question.
- A clear description of the reason for the refund request and supporting documentation, if applicable.
We will let you know that we received it within 3 working days and provide a formal response within 14 working days of receiving all required information.
6. Refund processing
Approved refunds will be processed to the original payment method within 14 to 21 working days of written approval. We reserve the right to offset any outstanding amounts owed by the client against the refund value. Refunds will be issued in Malaysian Ringgit (MYR), regardless of the original payment currency, unless otherwise agreed.
7. Dispute resolution
If you are not satisfied with the outcome of a refund request, you may escalate the matter in writing to our management team. Unresolved disputes will be subject to the governing law and dispute resolution provisions set out in our Terms and Conditions.
8. Contact
For all billing and refund-related inquiries: admin@strateticsxperts.com | Stratetics Experts SDN. BHD., Melaka, Malaysia.