Refund Policy

Last updated 6 November 2026

1. Scope and relationship to your quotation

This policy applies to fees paid to Bumbu Agency Sdn Bhd (“Bumbu”) for website development, campaign management and related marketing services. It should be read with the accepted quotation or statement of work and the Terms and Conditions. A specific written refund or cancellation arrangement agreed for an engagement takes precedence over this general policy to the extent permitted by law.

2. Cancellation before work starts

If you cancel before we begin the agreed work, amounts paid for unperformed services will be refundable after deducting any non-recoverable third-party costs that you approved and we had already incurred on your behalf. We will explain any deduction and provide a written reconciliation. If no such costs were incurred, the amount paid for unperformed work will be returned in full.

3. Cancellation after work starts

Once work begins, we will reconcile amounts already paid against the work performed, milestones delivered and approved non-recoverable costs. In assessing work performed, we use the agreed milestones, itemised fees or other reasonable evidence of the work completed. Any amount paid in excess of those charges will be refundable, subject to the written agreement and applicable law.

For recurring management services, cancellation applies to future work in accordance with any notice period agreed in writing. A request to pause a campaign is separate from cancellation of the engagement. Please specify whether you want campaign delivery paused, the service cancelled, or both.

4. Advertising spend and third-party charges

Media budgets are separate from Bumbu’s service fees unless the quotation states otherwise. Where a platform bills you directly, any billing adjustment, credit or refund is administered by that platform. If Bumbu holds an advance for advertising spend, we will reconcile it against actual spend and approved commitments and return or credit any eligible balance after the relevant accounts are reconciled.

Approved costs such as licences, hosting, domains, messaging fees or software subscriptions are subject to the relevant provider’s terms. If we receive a refund for a cost that you funded, we will pass on the applicable amount after reconciliation.

5. Defects, non-delivery and campaign performance

If you believe a deliverable materially differs from the agreed scope, or that an amount was charged in error, please tell us which item is affected and provide any available details. We will assess the issue and propose an appropriate remedy, which may include correction, completion, a fee adjustment or a refund where justified. A missed performance target alone does not establish a refund entitlement unless expressly agreed in writing or required by law.

6. How to request a refund

Send a written request to Bumbu through WhatsApp. Include the client name, quotation or invoice reference, the payment date and amount, and the reason for the request. Please do not send full card details or banking credentials. We may need to verify that you are authorised to request the refund on behalf of the payer.

We will review the request and communicate the outcome and any deductions in writing. Approved refunds will normally be made to the original payer using the original payment method where practicable. If another method is necessary, we will agree it with the verified payer. Bank or platform processing times may affect when the funds appear.

7. Rights under applicable law

This policy does not exclude or reduce any right or remedy that cannot lawfully be excluded or reduced. If a term in this policy conflicts with a mandatory legal requirement, that requirement prevails to the extent of the conflict.