Return &
Refund Policy.
This policy explains cancellation and refund handling for Originald project deposits, milestone payments, and other payments for website or digital system services.
Effective date: 10 August 2026
1. Scope of this policy
This policy applies to payments made directly to Originald Legacy for an accepted Originald project, including the RM200 Project Booking Deposit, milestone payments, and final project payments. Submitting a project brief is free and does not require payment. Purchases made from independent portfolio websites are governed by the relevant website operator's policy.
2. Cancellation before work begins
A customer may request cancellation before Originald begins the agreed work. If no work has begun and no authorised third-party cost has been committed, the eligible payment will be refunded in full. Any cost already paid or irrevocably committed with the customer's approval will be deducted and supported by an explanation.
3. Cancellation after work begins
Once work has begun, any refund is calculated from the unearned portion of the payment after deducting work completed, time already used, approved milestones, and authorised non-recoverable costs. Originald will provide a reasonable breakdown when a deduction applies.
4. Completed work and milestones
Work already delivered, accepted, or completed against an agreed milestone is generally not refundable. This may include discovery, content structure, design, development, revisions, setup, deployment, consultation, or other deliverables already performed. A disagreement will be reviewed against the written quotation, project records, approvals, and applicable law.
5. Domain, hosting, licence, and third-party costs
Domain registration, hosting, paid plugins, software licences, stock assets, APIs, payment services, and other third-party charges are refundable only when the relevant provider returns the amount to Originald. Non-refundable provider fees or costs already committed with customer approval will not form part of the refundable balance.
6. Duplicate or incorrect payment
A verified duplicate payment or payment made for an incorrect amount will be corrected or refunded. The customer should contact Originald promptly and provide the quotation reference, transaction reference, payment date, amount, and proof of payment. Originald will never request a password, OTP, or full payment card number.
7. If Originald cannot complete the service
If Originald is unable to complete an accepted service for reasons attributable to Originald, the customer will receive a refund for the undelivered portion. Any completed and usable work may be handed over where appropriate, and the refund calculation will be explained in writing.
8. How to request a refund
Send the request through one of the official contact channels below. The request should come from the customer or authorised contact named in the quotation.
- Email: [email protected]
- WhatsApp: 014-2000100
- Business address: 95, Regat Sri Cempaka, Taman Cempaka, 31400 Ipoh, Perak, Malaysia
9. Information required
Please provide the customer's name, email address, telephone number, business or project name, quotation reference, transaction reference, payment date and amount, reason for the request, and any relevant supporting document. Additional reasonable information may be requested to verify the payer and prevent fraud.
10. Review period
Originald will acknowledge and review a complete refund request within seven business days. If information is missing or the matter requires confirmation from a bank, payment provider, or third party, Originald will inform the customer that additional time is required.
11. Refund processing and method
An approved refund will be initiated within fourteen business days after approval. It will be returned through the original payment method where reasonably available. If that is not possible, Originald may use a verified Malaysian bank account belonging to the payer. The receiving bank or payment provider may require additional settlement time outside Originald's control.
12. Contact, project terms, and policy updates
Questions may be sent to [email protected], WhatsApp 014-2000100, or Originald Legacy (IP0539997-V), 95, Regat Sri Cempaka, Taman Cempaka, 31400 Ipoh, Perak, Malaysia. The accepted quotation and project terms remain relevant to the specific scope, payment stages, and completed work. This policy may be updated when services, payment processes, or legal obligations change; the latest version shown on this page applies from its stated effective date.