Sterrific Sdn Bhd (202201032163 (1477860A))
Effective Date: 28 April 2026
Website: https://www.sterrific.com.my/
1. Overview
This Refund Policy (“Policy”) outlines the terms under which refunds are handled by Sterrific Sdn Bhd (“Company”, “we”, “us”, or “our”) for all services provided to the client (“Client”, “you”, or “your”). This Policy forms part of and should be read in conjunction with our Terms and Conditions.
By engaging our services, making any payment, or signing a service agreement, you acknowledge that you have read, understood, and unconditionally agree to this Refund Policy.
2. No Refund Policy
ALL PAYMENTS MADE TO THE COMPANY ARE STRICTLY NON-REFUNDABLE ONCE WORK HAS COMMENCED.
This includes, without limitation:
- Deposits and advance payments — All deposits paid upon execution of a service agreement or proposal are non-refundable, regardless of whether the full scope of work has been completed.
- Milestone payments — Payments made for completed or in-progress milestones are non-refundable.
- Monthly retainer fees — Retainer fees paid for any given month are non-refundable, whether or not the Client has utilised the full allocation of services for that period.
- Full upfront payments — Where the Client has opted for full payment upfront, no refund shall be issued once work has commenced.
- Third-party costs — Any payments made by the Company on behalf of the Client to third parties (e.g., advertising spend, stock images, domain registrations, hosting fees, software licences) are non-refundable.
3. When Work is Deemed to Have Commenced
For the avoidance of doubt, work is deemed to have commenced when any of the following activities have been initiated by the Company:
- Strategic planning, research, or analysis for the Client’s project
- Design, development, or creative work has begun
- Content creation or copywriting has started
- Advertising campaigns have been set up or launched
- SEO audits, keyword research, or technical optimisation has commenced
- Social media accounts have been set up or content has been scheduled
- Any deliverable, whether draft or final, has been produced
- Third-party services or resources have been procured on the Client’s behalf
The Company shall be the sole arbiter of whether work has commenced. Any internal preparation, resource allocation, or scheduling undertaken by the Company in anticipation of the project shall constitute commencement of work.
4. Cancellation and Forfeiture
In the event of project cancellation or termination by the Client after work has commenced:
- ALL deposits, milestone payments, and any other payments made to date are forfeited in their entirety and are strictly non-refundable.
- The Client shall remain liable for payment of any outstanding invoices for work already completed or in progress up to the date of cancellation.
- The Company reserves the right to invoice the Client for any additional costs incurred as a result of the cancellation, including but not limited to third-party commitments, resource reallocation costs, and opportunity costs.
There shall be no exceptions to this clause. Refund requests submitted after work has commenced will be declined without further consideration.
5. Chargebacks and Payment Disputes
The Company takes a zero-tolerance approach to fraudulent chargebacks and payment disputes. If a Client initiates a chargeback or payment dispute with their bank or payment provider for a legitimate charge:
- The Company will contest the chargeback with full supporting documentation
- All ongoing work and services will be immediately suspended
- The Client will be liable for any administrative fees, chargeback penalties, and legal costs incurred by the Company
- The Company reserves the right to pursue legal action to recover the disputed amount and all associated costs
6. Limited Exceptions
Refunds may only be considered under the following exceptional circumstances, at the sole and absolute discretion of the Company:
- Duplicate payment — Where the Client has been charged twice for the same invoice due to a technical or processing error.
- Payment in excess — Where the Client has paid an amount exceeding the invoiced amount. Only the excess portion will be refunded.
- Services not commenced — Where the Company has not commenced any work whatsoever and the Client requests cancellation within forty-eight (48) hours of payment. An administrative fee of 15% of the total payment may be deducted.
All refund requests under this clause must be submitted in writing to [email protected] within seven (7) calendar days of the payment date. Requests submitted after this period will not be considered.
7. Refund Processing
Where a refund is approved under Clause 6 above:
- Refunds will be processed within fourteen (14) business days of approval
- Refunds will be issued to the original payment method used for the transaction
- The Company is not responsible for any delays caused by banks, payment processors, or other financial intermediaries
- Any applicable processing fees or transaction charges deducted by payment processors are non-recoverable
8. Payment Processing
All payments are securely processed through Curlec (a Razorpay company) and other approved payment channels. The Company accepts payments in Malaysian Ringgit (MYR) and other currencies as agreed upon in the service agreement.
By making a payment, you confirm that you are authorised to use the selected payment method and that you have read and agreed to this Refund Policy prior to making payment.
9. Governing Law
This Refund Policy shall be governed by and construed in accordance with the laws of Malaysia. Any disputes arising from this Policy shall be subject to the exclusive jurisdiction of the courts of Malaysia.
10. Amendments
The Company reserves the right to amend this Refund Policy at any time without prior notice. Any changes will be published on the Company’s website and shall take effect immediately upon publication. It is the Client’s responsibility to review this Policy periodically.
11. Contact Us
For any enquiries regarding this Refund Policy, please contact us:
Sterrific Sdn Bhd
A-7-09 Capital 1, Oasis Square, 2, Jalan PJU 1A/7A, Taipan 2 Damansara, 47301 Petaling Jaya, Selangor, Malaysia
Email: [email protected]
Phone: +60 14-638 3888
Website: https://www.sterrific.com.my/
