1. Summary
Our packages are professional services. Once work has started, the fee for that work is not refundable. If you cancel before we start, or if you were charged by mistake, we refund you in full.
2. Funnel and Ads Audit (one-time)
- Full refund if you cancel in writing before your strategy call takes place.
- No refund once the strategy call has taken place, because the audit work has been carried out by then.
- If we fail to deliver your written action plan within 14 working days of the strategy call, you may request a full refund.
3. Growth Retainer (monthly)
- Full refund of your first payment if you cancel in writing within 7 days of payment and before onboarding has started.
- No refund for a service month once that month has started. Retainers are paid in advance for work scheduled in that month.
- To stop future charges, give 30 days written notice as set out in our Terms and Conditions. Fees for the notice period remain payable.
- Custom engagements, including the Performance Partnership, follow the refund terms in their written agreement. If an invoice was calculated incorrectly, we will refund or credit the difference.
4. Ad spend
Ad spend is paid by you directly to Meta or the relevant ad platform. It is never collected by Empact, so we cannot refund it. Any billing question about ad spend must be raised with the ad platform.
5. Payment errors
If you were charged twice, charged the wrong amount, or charged after a valid cancellation, we will refund the incorrect amount in full.
6. How to request a refund
Email [email protected] with:
- Your full name and company name
- The email address used at checkout
- Your order reference, payment date and amount
- The reason for your request
We reply within 5 working days. Approved refunds are made to your original payment method through our payment partner Xendit within 14 working days. Your bank or card issuer may take a few extra days to show the refund.
7. Before raising a chargeback
Please contact us first. Most billing issues can be resolved quickly by email or WhatsApp, and a chargeback can delay your refund.
8. Contact us
Empact Group Sdn Bhd (202301006713)
PS1-10, PS2-26 & PS2-27, Lumi Tropicana, Tropicana Golf & Country Resort, 47800 Petaling Jaya, Selangor, Malaysia
Tel: +603 7612 5837 · WhatsApp: +6011 6492 8648
Email: [email protected]