Refund & Returns Policy

Last updated: 21 June 2026

This Refund & Returns Policy explains the terms on which Novycom Digital Sdn Bhd (Registration No. 202601024115 / 1686212-P) (“Novycom”, “we”, “us” or “our”) provides refunds in connection with the professional and digital services we supply. Because Novycom provides B2B information and digital services rather than physical goods, this Policy is structured around service-based engagements. It forms part of, and should be read together with, our Terms of Service.

1. Nature of Our Services

Novycom provides cross-border e-commerce services including web development, search engine optimisation, digital marketing, branding, marketplace setup and operations, and related consulting. These are customised, labour-based services. As such, fees generally reflect time, expertise and resources already committed to your Engagement and may be non-refundable once work has commenced, except as set out in this Policy.

2. Deposits and Upfront Fees

Many Engagements require a deposit or upfront payment to reserve our team’s time and to commence work. Deposits are used to cover initial planning, research, resourcing and onboarding. Unless otherwise stated in your statement of work:

  • Deposits are non-refundable once work on the Engagement has begun;
  • If you cancel before any work has commenced, you may be entitled to a refund of your deposit less any administrative or third-party costs already incurred.

3. Cancellation by the Client

You may request to cancel an ongoing Engagement by providing written notice to novycomdigital@gmail.com. Upon cancellation:

  • You will be invoiced for all Services performed and costs incurred up to the date of cancellation, including any work in progress and non-cancellable third-party commitments;
  • Any prepaid fees for Services not yet performed will be refunded on a pro-rata basis, less the value of work already completed and any applicable administrative charges;
  • Deliverables completed and paid for up to the cancellation date will be provided to you, subject to settlement of any outstanding balance.

4. Subscription and Retainer Services

For recurring or retainer-based services (such as monthly SEO, marketing or marketplace management), billing is in advance for each service period. You may cancel future billing periods by giving the notice specified in your agreement (typically not less than thirty (30) days before the next billing date). Fees for the current service period are generally non-refundable once the period has begun, as resources are allocated in advance.

5. Eligibility for Refunds

A refund may be considered, at our reasonable discretion, where:

  • We are unable to commence or deliver the agreed Services due to reasons attributable solely to Novycom;
  • A duplicate or erroneous payment has been made; or
  • A refund is required under applicable law.

Refunds will not normally be provided where: the Client changes its mind after work has commenced; the Client fails to provide information, materials or approvals required to deliver the Services; the desired commercial outcome (such as sales, rankings or traffic) is not achieved, as such outcomes depend on factors beyond our control; or a third-party platform takes action outside our control.

6. Third-Party Costs

Amounts paid to third parties on your behalf — such as advertising spend, platform or marketplace fees, domain registrations, hosting, premium themes, plugins, licences or stock assets — are generally non-refundable, as these are governed by the respective third parties’ terms and are typically non-recoverable by us.

7. How to Request a Refund

To request a refund, please contact us at novycomdigital@gmail.com with your name, company name, invoice or order reference, and the reason for your request. We aim to acknowledge refund requests within five (5) business days and to resolve eligible requests within fourteen (14) business days. Approved refunds will be issued using the original payment method where reasonably possible.

8. Disputes

We are committed to resolving any concerns fairly and promptly. If you are dissatisfied with any aspect of our Services, please contact us first so that we have the opportunity to address the matter. Any dispute that cannot be resolved amicably shall be handled in accordance with the governing law and jurisdiction provisions of our Terms of Service.

9. Changes to This Policy

We may update this Refund & Returns Policy from time to time. The updated version will be indicated by an updated “Last updated” date and will take effect when published on this page.

10. Contact Us

  • Novycom Digital Sdn Bhd
  • Montana Melawati, Desa Melawati, 53100 Kuala Lumpur, W.P. Kuala Lumpur, Malaysia
  • Email: novycomdigital@gmail.com
  • Phone / WhatsApp: +60 11 7590 0511