This Refund & Cancellation Policy explains the circumstances under which Epower Online Marketing (“Epower”, “we”, “us”, or “our”) may provide refunds, credits or cancellations for products and services purchased from us.
This policy applies together with our Terms & Conditions and Privacy Policy.
By purchasing or engaging our services, you acknowledge and agree to this policy.
1. General Refund Policy
Because many of Epower’s services involve professional time, technical work, setup, customization, third-party services and resources committed specifically to a client, payments are generally non-refundable once work or service delivery has commenced, except where required by applicable law or expressly agreed in writing.
Before making payment, clients are encouraged to review the quotation, proposal, package details, scope of work and service terms carefully.
2. Website Design & Development
For website design and development projects:
- Deposits or upfront payments may be non-refundable once project work has commenced.
- Once design, development, installation, configuration or customization has started, the client may not be entitled to a refund for work already performed.
- If the client cancels a project after work has commenced, Epower may deduct the value of work completed and committed third-party costs from any amount otherwise refundable.
- Completed work, including design, development, content preparation, configuration and technical setup, may be charged based on the applicable project rate.
If a project has not yet commenced, Epower may, at its discretion, consider a refund subject to any administrative or third-party costs already incurred.
3. Website Hosting
Hosting fees are generally non-refundable once the hosting service has been activated.
This is because server resources and hosting services may be allocated specifically for the client upon activation.
If a client cancels hosting before the next renewal period, the service may remain active until the end of the paid period unless otherwise agreed.
Unused portions of a hosting subscription are generally not refundable.
4. Domain Registration and Renewal
Domain registration and renewal fees are generally non-refundable once a domain has been registered or renewed.
This is because domain fees are normally paid to external registrars or domain registries.
If a domain name has already been registered, renewed or transferred, Epower cannot normally reverse the transaction.
5. Website Maintenance Services
For recurring website maintenance services:
- Cancellation may be requested before the next renewal period.
- Payments already made for the current service period are generally non-refundable.
- Services will normally continue until the end of the paid period unless otherwise agreed.
6. SEO Services
SEO services involve ongoing research, strategy, optimization, content work, technical work and other professional resources.
Therefore:
SEO fees are generally non-refundable once the service period or work has commenced.
Cancelling an SEO service does not guarantee a refund for unused time within an active service period.
SEO performance also depends on factors outside Epower’s control.
We do not provide refunds based solely on:
- Search engine rankings
- Traffic levels
- Number of enquiries
- Number of leads
- Sales
- Revenue
- Advertising performance
7. AI Chatbot, AI Tools & Automation Services
Setup fees for AI chatbot, AI automation and related services are generally non-refundable once configuration or implementation has commenced.
Recurring subscription, maintenance or service fees may be cancelled before the next billing or renewal period, subject to the applicable service agreement.
Third-party AI platform, software or subscription charges may be non-refundable where those charges have already been incurred.
8. Auto-Blog and Content Services
Where Epower provides automated content, blog generation, SEO content or auto-publishing services:
- Setup fees are generally non-refundable once configuration begins.
- Recurring service fees may be cancelled before the next billing period.
- Content already generated, reviewed, published or prepared for publication may be considered completed work.
- Third-party software or platform fees already incurred are generally non-refundable.
AI-generated content is subject to the limitations described in our Terms & Conditions.
9. Digital Marketing and Advertising Services
Epower’s professional management fees are generally non-refundable once campaign setup, strategy, creative work, account configuration or campaign management has commenced.
Advertising spend paid to third-party advertising platforms, including platforms such as Meta or Google, is generally not refundable by Epower once charged by the relevant platform.
Cancellation of a marketing service does not guarantee a refund for unused campaign-management time or work already performed.
10. Third-Party Services and Software
Some Epower services may require third-party products or services, including:
- Hosting
- Domain registration
- Premium plugins
- Themes
- Software licences
- Payment gateways
- AI platforms
- Email services
- Advertising platforms
- APIs
- External subscriptions
Where Epower has already paid a third party on the client’s behalf, those costs may be non-refundable.
Any refund relating to a third-party service may be subject to the third party’s own refund policy.
11. Recurring Services and Subscriptions
For services billed monthly, annually or on another recurring basis:
- Cancellation should be requested before the next billing date.
- Cancellation normally prevents future renewals.
- Cancellation does not automatically create a refund for the current billing period.
- Services may remain available until the end of the period already paid for.
- Any outstanding invoices remain payable.
Where a recurring payment has already been processed before a cancellation request is received, Epower may not be able to reverse the payment.
12. Client-Initiated Cancellation
If a client chooses to cancel a project or service after work has commenced:
Epower may retain amounts reasonably attributable to:
- Work already completed
- Development time
- Design work
- Consultation
- Content creation
- Technical configuration
- Setup fees
- Third-party services
- Software licences
- Domain or hosting costs
- Other non-recoverable expenses
Any refund considered by Epower will be calculated after taking these costs into account.
13. Delays Caused by the Client
A refund will generally not be provided because of delays caused by the client, including failure to:
- Provide required content
- Provide website access
- Provide account credentials or permissions
- Approve designs
- Respond to requests
- Provide required information
- Make required payments
- Complete required actions
Where a project is delayed because of the client, Epower may extend the delivery timeline accordingly.
14. Service Cancellation by Epower
Epower reserves the right to suspend or terminate services where permitted under our Terms & Conditions, including circumstances involving:
- Non-payment
- Abuse
- Fraud
- Illegal activity
- Security risks
- Breach of our Terms & Conditions
- Misuse of our services
Where termination occurs because of a client’s breach, payments already made may not be refundable.
15. Service Issues and Corrections
If you believe a service has not been delivered according to the agreed scope, please contact Epower as soon as reasonably possible.
We will review the issue and, where appropriate, may:
- Correct the relevant issue
- Complete outstanding work
- Provide a reasonable service adjustment
- Provide a service credit
- Consider a partial refund where appropriate
The applicable remedy will depend on the nature of the issue, the agreed scope and the circumstances involved.
16. Refund Requests
Refund requests should be submitted in writing to:
Epower Online Marketing
Email: [INSERT BUSINESS EMAIL]
Please include:
- Your name
- Company name, if applicable
- Invoice number
- Service purchased
- Date of purchase
- Reason for the refund request
- Relevant supporting information
Epower may request additional information to assess the request.
17. Refund Processing
Where a refund is approved, Epower will normally process the refund using the original payment method where reasonably possible.
Processing time may depend on:
- Payment provider
- Bank
- Credit-card provider
- Payment gateway
- International payment processing
- Administrative processing
Third-party processing fees may be deducted where permitted and where such fees cannot be recovered by Epower.
18. No Refund for Change of Mind
Unless otherwise agreed in writing or required by applicable law, Epower does not provide refunds solely because a client:
- Changes their mind
- Changes their business direction
- No longer requires the service
- Finds another provider
- Does not use the service
- Does not use all included features
- Does not provide the required information to complete the project
19. Promotions and Special Offers
Promotional packages, discounted services, launch offers, special pricing and limited-time offers may have specific refund or cancellation conditions.
Where special conditions apply, those conditions will be stated in the relevant promotional offer, quotation, invoice or service agreement.
If there is a conflict between this policy and a specific written promotional offer, the specific offer will apply to the extent of that conflict.
20. Exceptional Circumstances
Epower may consider refund or credit requests on a case-by-case basis where exceptional circumstances exist.
Approval of a refund or credit in one situation does not create an obligation to provide the same remedy in another situation.
21. Consumer and Legal Rights
Nothing in this Refund & Cancellation Policy is intended to exclude, restrict or override any rights or remedies that cannot legally be excluded or restricted under applicable Malaysian law.
Where a mandatory legal right applies, that right will prevail over any inconsistent provision of this policy.
22. Changes to This Policy
Epower may update this Refund & Cancellation Policy from time to time.
The latest version will be published on this page with the updated “Last Updated” date.
23. Contact Us
For questions regarding cancellations or refunds, please contact:
Epower Online Marketing
Website: https://epoweronlinemarketing.com/
Email: dechenlau@epoweronlinemarketing.com
Phone / WhatsApp: 6012-915-8618
Business Address: 32A, JALAN USJ 18/1B, SUBANG JAYA , 47620
SUBANG JAYA, SELANGOR.
BUSINESS ADDRESS]
Business Registration No.: (002240305-A)
© 2026 Epower Online Marketing. All Rights Reserved.