Return & refund policy

We sell professional services rather than physical goods, so "returns" work differently here than in a shop. This page explains, in plain language, how payments, cancellations and refunds are handled at DronePro Digital Sdn Bhd. The signed services agreement for your project always takes precedence over this general policy.

How payment is structured

Projects are billed in milestones — typically a commencement deposit, a payment at design approval, and a balance at launch. Retainer services such as conversion optimisation are billed monthly in advance. This structure exists so that neither side ever carries a large unpaid balance.

Cooling-off after signing

If you cancel within five working days of signing and before our kick-off workshop has taken place, we refund the deposit in full, no questions asked. Once discovery work has begun, the deposit covers the strategic work already performed and becomes non-refundable — but you keep every deliverable produced up to that point.

Cancelling mid-project

You may end an engagement at any milestone boundary with 14 days' written notice. You pay for work completed up to the effective date; any milestone amounts paid but not yet worked against are refunded within 14 days. All approved deliverables — research documents, designs, code — are handed over and become yours upon settlement of the final invoice.

Cancelling a retainer

Monthly retainers may be cancelled with 30 days' notice. The notice month is worked and billed normally; no further charges follow. Unused months that were prepaid as part of a discounted package are refunded pro-rata at the undiscounted monthly rate.

If something we delivered is defective

Launches include a 60-day warranty window: functional defects in work we built — broken forms, layout faults, errors introduced by our code — are fixed free of charge, promptly, for as long as the site remains unmodified by third parties. Warranty repairs are always our first remedy; where a defect materially prevents agreed functionality and cannot be repaired within a reasonable time, we refund the affected milestone.

What refunds cannot cover

• Third-party costs already incurred on your behalf — domain names, hosting fees, stock licences, paid plugins — which are governed by those providers' own terms.
• Changes of mind about approved creative direction after the relevant milestone was signed off.
• Business outcomes: we design for conversion and publish real results, but no agency can guarantee a specific commercial figure, and refunds are not tied to performance targets unless a written agreement says so.

How to raise a refund request

Email [email protected] with "Refund request" in the subject, describing the engagement and the issue. We acknowledge within two working days, respond substantively within ten, and pay any agreed refund to the original payment method within 14 days of agreement.

Contact

DronePro Digital Sdn Bhd · Level 21, Menara Binjai, 2 Jalan Binjai, KLCC, 50450 Kuala Lumpur, Malaysia · +60 3-2712 4860 · [email protected]