Refund Policy

1. Overview

This Refund Policy outlines the terms under which refunds may be provided for services purchased from FunnelVoyage Sdn. Bhd. (Company No. 202301032343) ("FunnelVoyage", "we", "us", or "our").

By engaging our services, you acknowledge that you have read and understood this policy.

2. Nature of Our Services

FunnelVoyage provides professional consultancy services, including strategy sessions, advisory engagements, and marketing consulting. These services involve the dedication of time, expertise, and resources that cannot be recovered once rendered.

Due to the nature of consultancy services, refunds are handled on a case-by-case basis as outlined in this policy.

3. Strategy Sessions

Before the Session: If you wish to cancel a booked strategy session, you may do so up to 48 hours before the scheduled session time for a full refund. Cancellations made less than 48 hours before the session are non-refundable, but you may reschedule once to a mutually convenient time within 30 days.

No-Shows: If you fail to attend a scheduled session without prior notice, the session will be considered delivered and no refund will be provided.

After the Session: Once a strategy session has been conducted, the service is considered fully delivered. Refunds are not available for completed sessions.

4. Retainer and Project Engagements

Before Work Commences: If you wish to cancel an engagement before any work has begun, you may request a refund of any deposit paid, less a 10% administrative fee to cover preparation and scheduling costs.

After Work Commences: Once work has commenced on a project or retainer engagement, refunds will be calculated on a pro-rata basis. You will be charged for all work completed up to the date of cancellation, including any time spent on research, strategy development, and deliverable preparation.

Completed Deliverables: No refunds are available for deliverables that have been completed and delivered to you, regardless of whether you choose to implement the recommendations or use the materials.

5. Requesting a Refund

To request a refund, please contact us at [email protected] with the following information:

(a) Your name and contact details.

(b) The service purchased and date of purchase or booking.

(c) The reason for your refund request.

We will acknowledge your request within three (3) business days and aim to resolve all refund requests within fourteen (14) business days of acknowledgement.

6. Refund Processing

Approved refunds will be processed using the same payment method used for the original transaction, unless otherwise agreed.

Please allow up to fourteen (14) business days for the refund to be reflected in your account, depending on your financial institution's processing times.

Any bank charges or transaction fees incurred during the refund process may be deducted from the refund amount.

7. Non-Refundable Items

The following are non-refundable:

(a) Services that have been fully delivered or completed.

(b) Strategy sessions that have taken place.

(c) Customised deliverables created specifically for your engagement.

(d) Third-party costs incurred on your behalf (such as software subscriptions, advertising spend, or vendor fees), which are passed through at cost.

8. Service Dissatisfaction

We are committed to delivering high-quality services and value your satisfaction. If you are dissatisfied with any aspect of our services, we encourage you to contact us before requesting a refund.

We will work with you in good faith to address your concerns, which may include revising deliverables, providing additional consultation, or other remedies as appropriate to the situation.

Refunds for service dissatisfaction are considered on a case-by-case basis and are not guaranteed. The consultative nature of our services means that outcomes depend on many factors, including implementation, market conditions, and client-specific circumstances.

9. Rescheduling

If you need to reschedule a booked session or meeting, please notify us at least 24 hours in advance. We will make reasonable efforts to accommodate rescheduling requests, subject to availability.

Repeated rescheduling (more than two times for the same session) may result in forfeiture of the booking, at our discretion.

10. Our Right to Cancel

We reserve the right to cancel an engagement at any time if we determine, in our reasonable judgement, that we are unable to deliver the services effectively or if continuing the engagement would be contrary to our professional standards or policies.

In such cases, you will receive a full refund for any services not yet rendered, less reasonable costs for any work already completed.

11. Disputes

If you disagree with a refund decision, you may request a review by contacting us in writing at [email protected]. We will review your request and provide a final decision within fourteen (14) business days.

This policy does not affect any statutory rights you may have under Malaysian consumer protection law.

12. Changes to This Policy

We may update this Refund Policy from time to time. Any changes will be posted on this page with a revised "Last updated" date.

The policy in effect at the time of your purchase or booking will apply to that transaction.

13. Contact

If you have any questions about this Refund Policy, please contact us at:

FunnelVoyage Sdn. Bhd.
Email: [email protected]
Address: B-5-8, Plaza Mont Kiara, Mont Kiara, Kuala Lumpur, 50480, Malaysia