Last updated: 18 October 2026

This Refund Policy explains how deposits, payments, cancellations and refunds work for services provided by Ditra Point (“Ditrapoint”, “we”, “us”). It applies to website, sales funnel, advertising and SEO, and app projects, bundled packages, and monthly plans such as Hosting & Maintenance, the Website Subscription and the Café Offer. It forms part of our Terms and Conditions. All amounts are in Malaysian Ringgit (RM).

Deposit Requirement

A deposit is required to secure project commencement and your place in the schedule. Unless your quotation or invoice states otherwise, fixed-price website, funnel and package builds are billed in two parts: a 50% deposit before work begins and the remaining 50% on launch or final delivery. For projects above RM 5,000 paid in three instalments, the first instalment is the deposit. App development is billed by milestone, as set out in your quotation, and the first milestone payment is treated as the deposit. The deposit covers planning, discovery and the first stage of work.

Work will not commence until the required deposit has been received. Launch, final files and the handover of logins take place once the balance has been paid in full. If an invoice remains unpaid, we may pause work, suspend services (including hosting) or withhold delivery until it is settled.

When The Deposit Is Fully Refundable

The deposit is fully refundable if:

we do not respond or provide any project updates for 90 consecutive days; or
no project work, design, concept, draft or prototype has been revised, presented or approved, and we agree that work has not commenced.

Once project work has commenced, or any design, concept, draft or prototype has been revised, presented or approved, the deposit is considered used and non-refundable, except where a service guarantee below applies.

Design Confirmation

Once a design, concept, draft or prototype has been revised, presented, approved or confirmed by you, whether through written, verbal or other clear confirmation, the deposit becomes strictly non-refundable and the payments made for that stage are non-refundable.

Instructing us to proceed with further design, development, implementation or other project work also constitutes confirmation.

Service Guarantees

Some services carry their own written guarantee, set out below or on the relevant service page. These guarantees apply in addition to, and prevail over, the general terms of this policy.

Ugly Design No Questions Asked Money Back Guarantee (One Page Website, Full Website, E-Commerce Website, Website Subscription and packages that include a website). The home page design is revised until you are happy. If you still don’t like what you see during the home page design phase, tell us and we will issue a full refund of what you have paid for the project, no questions asked. The guarantee covers the home page design phase only; once the home page design has been approved and we have moved on to the remaining pages or development, the general terms of this policy apply.
Hacked Website Guarantee (Website Maintenance and the Hosting & Maintenance Plan). If your website is compromised while you are on an active plan and its updates are current, we clean it and get it back up and running at no additional cost. This is a service guarantee rather than a refund. It does not cover damage resulting from credentials you have shared, changes made by you or third parties, or a website whose updates you have asked us not to carry out.
Fixed Price Quote. Once you accept a quotation, the price is fixed for the agreed scope. Anything outside that scope is quoted before we do it, so you will never receive an invoice you did not see coming.

To claim a money back guarantee, email us (see “How To Request A Refund” below) during the guarantee phase. We will confirm receipt and start the guarantee process immediately.

Client Inactivity And Unreachable Clients

You are responsible for providing the feedback, approvals, content, information, account access and other materials needed for the project to progress.

If you do not respond or provide the required materials for 30 consecutive days, we reserve the right to:

place the project on hold;
forfeit any deposit paid;
revise the project timeline and estimated completion date;
requote the project based on current rates; and
require a new deposit before work resumes.

If you remain unreachable or unresponsive for 90 consecutive days, we reserve the right to:

close or terminate the project;
retain all payments made;
provide no refund for payments already made; and
invoice for completed or partially completed work not yet paid for, where applicable.

Any previous timeline or completion date no longer applies where delays are caused by client inactivity. Resuming the project is subject to our availability and may require a revised quotation, timeline, agreement and/or deposit.

Extended Delays

If a project is delayed by you for more than 6 months, regardless of intermittent communication, we reserve the right to:

place the project on hold or close the project;
requote the project based on current rates;
adjust the scope, deliverables or timeline where necessary; and
require a new agreement and/or deposit before work resumes.

Change Of Mind And Project Withdrawal

You may cancel, withdraw from or decide not to proceed with a project at any time by letting us know in writing.

Before work starts: the deposit is refunded as set out under “When The Deposit Is Fully Refundable”.
After work has started: all payments already made are non-refundable, as they cover work already scheduled and completed, unless a service guarantee applies. Any completed or partially completed work remains payable, and you will receive the work completed up to the date of cancellation once that balance is paid.
After launch or final delivery: once a project has been delivered or launched and the final payment is made, payments are non-refundable.

Revisions And Satisfaction

The home page design is revised until you are happy with it, and each package includes the revision rounds listed on its pricing card for the remaining pages. If something is not right, please tell us and we will work with you to fix it within the agreed scope before any refund is considered. Changes outside the agreed scope, or changes requested after approval, are quoted separately as new work and are not grounds for a refund.

Bug fixes and small text or image changes in the first 30 days after launch are included. After that, changes are covered by a hosting and maintenance plan, a support plan, or billed as ad hoc work.

Refunds Will Not Be Provided For

deposits after project work has commenced, except under a service guarantee;
designs, concepts, drafts or prototypes that have been revised, presented, approved or confirmed;
completed or partially completed work;
cancellation or change of mind after work has commenced;
projects placed on hold or terminated due to client inactivity;
unused project time, revision rounds, plan hours or edit time after work has commenced;
work that was approved and later changed at your request;
results, rankings, traffic, leads or sales that did not meet your expectations (see “Advertising And SEO Results” below).

Monthly Plans

Monthly plans are billed in advance. Cancellation takes effect at the end of the billing period in which notice is given, and payments for the current billing period are non-refundable. Plans include the hours or edit time stated for each month; unused hours or edit time do not roll over and are not refunded. Work beyond your plan’s hours is billed at RM 120 an hour unless your plan states otherwise, and we tell you before going over. Plans may be changed from the next billing period.

Hosting & Maintenance Plans: 12-month minimum term, billed annually in advance, then month to month. After the minimum term, tell us in writing before your next billing date and the plan ends at the end of the paid period, with no termination fee. You receive a full backup of your website and we help you move it. Hosting that is included in a Website Subscription or a package ends when that subscription or package ends.
Website Subscription (including the Café Offer): no minimum term; billed monthly in advance and cancellable at any time with 30 days’ written notice, effective at the end of the current billing period. Included monthly edit time covers changes to existing content and small layout adjustments; new pages, sections or features are quoted separately. At any time you may buy the website out for the buyout fee in your agreement; on buyout we provide a full export and move the website to hosting of your choice. If the subscription ends without a buyout, the website is taken offline; your domain and the content you supplied remain yours. Under the Café Offer, if you decide not to go live after seeing the free design, you owe nothing and there is nothing to refund.
Advertising management: the setup fee (RM 1,688) is a one-off charge and is non-refundable once setup has begun. The management fee (20% of monthly ad spend, minimum RM 1,200 a month, unless your quotation states otherwise) is billed for the month just ended and is not refunded. Management runs for a one-month minimum term, then month to month until cancelled in writing before the next billing date, unless your quotation states otherwise. Ad spend is paid by you directly to the advertising platform from your own ad account and cannot be refunded through us.
SEO and support plans: Content SEO has a 6-month minimum term, and ongoing app support plans, where offered, a 3-month minimum term, after which they continue month to month until cancelled in writing with 30 days’ notice. Articles and other content we produce for you become yours once paid for.
Packages combine the services above and follow the terms of each service included, together with any minimum term, notice period, included hosting period or other conditions set out in your quotation or on the package page.
Annual plans, where offered, are billed yearly in advance and are not refunded pro rata if cancelled during the year.

Scope And Pricing Adjustments

Pricing is based on the agreed scope and project timeline. Significant client delays, changes in scope, additional requirements or requests outside the original scope may result in revised pricing, timelines or deliverables, quoted before the work is done. Where a project has been placed on hold or significantly delayed, we may apply our current rates when the project resumes.

Third-Party Costs

Costs paid to third parties (such as domain names, hosting not provided by us, premium plugins or themes, platform subscriptions, app store developer accounts, stock assets and advertising spend) are paid by you directly to the provider, unless your quotation states otherwise, and are non-refundable through us. Their fees, terms, availability and decisions are outside our control. Please contact the relevant provider directly.

Advertising And SEO Results

Advertising and SEO depend on factors outside our control, such as search engine algorithms, advertising platform policies, competition and budget. We do not guarantee any particular outcome, including rankings, traffic, leads, sales, return on ad spend or cost per lead. Advertising platforms set their own policies and may reject, limit or suspend ads or accounts; we are not responsible for platform decisions, outages or changes to their rules, costs or algorithms. Fees for these services cover the work performed and are not refundable based on results.

Chargebacks

Please contact us before raising a dispute with your bank, card issuer or payment platform. We would much rather sort it out with you directly. A chargeback raised on a payment that is non-refundable under this policy will be contested with the quotation, approvals and delivery records for the project, and we may suspend services or withhold delivery while it is open.

How To Request A Refund

Email support@ditrapoint.com with your name, invoice number and the reason for your request. We aim to reply within 2 business days. Approved refunds are returned to the original payment method within 10 business days; transfer fees charged by banks or payment providers may be deducted.

Changes To This Policy

We may update this policy from time to time. The version that applies to your project is the one in place when you accepted your quotation; changes do not affect a quotation already accepted unless we both agree in writing.