Return & Refund Policy

1. Scope

This policy applies to professional service fees paid to Hubernal Advisory Sdn. Bhd. (Company Reg. No. 202301043721 (1528417-V)). Because we provide services rather than physical goods, "returns" here means cancellations, and "refunds" means the repayment of fees for work not yet performed.

2. The free first consultation

Your first consultation carries no fee and therefore no refund considerations. You may end it at any point with no obligation whatsoever.

3. Cancelling before work begins

If you cancel a signed engagement before we begin substantive work, any deposit or advance payment is refunded in full within fourteen days, to the same payment method you used.

4. Cancelling during an engagement

You may terminate an ongoing engagement with fourteen days' written notice. We will invoice only for work completed up to the termination date, itemised against the engagement letter, and refund any unused portion of fees paid in advance within fourteen days of the final reconciliation.

5. Monthly retainers

Accounting and compliance retainers are billed monthly in advance and may be cancelled with one month's notice. The notice month is worked and billed as normal; no further charges follow. Prepaid periods beyond the notice month are refunded in full.

6. Dissatisfaction with delivered work

If a deliverable does not meet the scope agreed in your engagement letter, tell us within thirty days of delivery. We will first correct the work at no charge. If we cannot correct it within a reasonable time, we will refund the fee attributable to that deliverable. This commitment does not cover outcomes outside our control, such as decisions of tax authorities made on complete and accurate submissions.

7. Statutory fees and disbursements

Government charges, filing fees and other third-party disbursements we pay on your behalf are non-refundable once paid to the relevant authority, and are always listed separately on our invoices.

8. How to request a refund

Write to [email protected] with your engagement reference. We acknowledge refund requests within three working days and process approved refunds within fourteen days.

9. Disputes

If you disagree with a fee decision, the matter may be escalated to the firm's managing partner for review, without prejudice to any rights you hold under Malaysian consumer protection law.