MarketKit sells professional services rather than physical goods, so “returns” work differently here than in a shop. This policy explains, in plain language, how cancellations, refunds and service credits are handled by MarketKit Media Sdn. Bhd. Where a signed service agreement states otherwise, the agreement prevails.
Audits and one-off diagnostic work
Audits (search, paid media, email flows, positioning reviews) are billed 50% on commissioning and 50% on delivery. You may cancel before work begins for a full refund of the deposit. Once analysis has started, the deposit covers work already performed and is non-refundable; the balance is only invoiced when the finished audit is delivered to you.
Monthly retainers
Retainers are billed at the start of each calendar month and may be cancelled with 30 days’ written notice after the initial three-month ramp period. If you cancel mid-month, the current month runs to completion — we keep working, you keep receiving deliverables — and no further months are billed. Prepaid future months, where a client has chosen to prepay, are refunded in full within 14 days of cancellation taking effect.
Project-based work
Fixed-scope projects (brand identity, website content builds, campaign launches) are billed against milestones defined in the project agreement. You may cancel at any milestone boundary: completed milestones are payable, the milestone in progress is billed pro-rata for work done, and untouched milestones are not billed at all. Payments already made for unstarted milestones are refunded within 14 days.
Advertising spend
Media budgets are paid by you directly to Google, Meta, TikTok and other platforms under your own accounts. We never hold your ad money, so refunds of media spend are governed by the platforms’ own policies, not this one. Our management fee for a given month is refundable only in the circumstances described under “When we refund without being asked”.
When we refund without being asked
If we materially fail to deliver what a signed agreement promised for a given period — missed deliverables without cause, work not performed — we will offer, at your choice, a service credit or a proportional refund of that period's fees. We would rather fix a mistake generously than argue about it.
What is not refundable
Completed and delivered work; third-party costs already incurred on your instruction (stock licences, tools, creator fees, print); and fees for periods where services were delivered as agreed, even if market results fell short of hopes — see clause 5 of our Terms & Conditions on why outcomes cannot be guaranteed.
How to request a refund
Email [email protected] with the invoice number and the grounds for the request. We acknowledge within two working days and resolve within fourteen. Approved refunds are returned by the original payment method in Malaysian Ringgit; bank transfer fees for international refunds are borne by the recipient.
Disagreements
If you believe this policy has been applied unfairly, escalate to the managing partner via the same email address with “Refund escalation” in the subject line. Unresolved disputes fall under Malaysian law and the jurisdiction of the Malaysian courts, as set out in our Terms & Conditions.