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Return & Refund Policy

Last revised: 2 June 2026

We sell services, not boxed goods, so a “return” here means cancelling an engagement or asking for work to be corrected. This page explains exactly how both work. The short version: you never pay for work that hasn’t been done, and defects within warranty are fixed free.

1. Cancelling before work starts

If you cancel after accepting a quotation but before the kickoff session, we refund your commencement payment in full, minus any third-party costs already committed on your instruction (for example, stock licences or software subscriptions). Refunds are issued within 14 days to the original payment method.

2. Cancelling mid-project

Either party may end an engagement with 14 days’ written notice. You pay for milestones completed and accepted, plus work in progress up to the notice date, calculated at the day rates in your agreement. Anything you have paid for beyond that is refunded. You receive all deliverables and working files for the work you have paid for.

3. Consultancy sessions and workshops

Workshops rescheduled with more than 48 hours’ notice move free of charge. Cancellations with more than 48 hours’ notice are refunded in full; within 48 hours we retain 50% to cover preparation already done. If we ever need to reschedule, you choose between a new date and a full refund.

4. Defects and re-work

Every build carries a 60-day warranty from launch. If something we delivered does not match the agreed specification — a broken layout, a failing form, a missed requirement — report it and we fix it at no charge, with priority over new work. The warranty does not cover new feature requests, content changes, third-party service failures, or edits made outside our documented editing regions.

5. When a refund is not available

• Work already completed and approved at a milestone review;
• Subjective changes of mind after approval (“we liked the blue better after all”) — these are welcome, but as change requests;
• Third-party fees paid on your behalf and non-recoverable by us;
• Delay costs caused by inputs we did not receive.

6. How to raise a request

Email [email protected] with the subject “Refund request” or “Warranty claim”, your company name and a short description. We acknowledge within two working days and resolve most requests within ten. If we owe you money, it moves within 14 days of agreement.

7. If we disagree

Escalate to the studio director via the same email address. Failing resolution, the dispute process in our Terms & Conditions applies. Nothing in this policy limits your rights under the Consumer Protection Act 1999 of Malaysia where it applies.

8. Contact

Mealzone Interactive Sdn. Bhd. (Reg. No. 202201038764 (1482913-D)), Unit 27-03, Level 27, Menara Ceylon, 8 Jalan Ceylon, Bukit Ceylon, 50200 Kuala Lumpur, Malaysia. Phone +60 3-2716 5482.