Effective Date: 20 October 2026

Latitude Innovation Sdn Bhd (“Latitude Innovation”, “we”, “us”, or “our”) is committed to maintaining transparent and fair refund and cancellation practices for all services provided.

This policy applies to website design, website development, custom software and system development, web hosting, domain registration, website maintenance, technical support, and other related digital services.

1. Project Deposits and Payments

• A non-refundable deposit, as specified in the accepted quotation or service agreement, is required before project commencement.
• Once a project has commenced, payments for work already performed, resources allocated, and third-party expenses incurred are non-refundable, subject to applicable Malaysian law.
• Any refund for incomplete or undelivered services will be assessed based on the project progress, contractual obligations, and applicable consumer protection requirements.
• Any approved refund will exclude applicable non-recoverable third-party costs and the value of services already delivered.

2. Website Design and System Development

• Customers may submit cancellation requests in writing.
• If cancellation occurs before work begins, any refund will be determined based on the agreed deposit terms, costs already incurred, and applicable law.
• If cancellation occurs after work begins, Latitude Innovation reserves the right to charge for completed work and committed project expenses.
• Payments for completed and accepted project milestones are generally non-refundable.
• Additional modifications or features outside the agreed project scope will be quoted separately.

3. Hosting and Domain Registration

• Domain registration, renewal, and transfer fees are generally non-refundable once successfully processed by the relevant registrar.
• Hosting subscriptions may be cancelled by providing written notice before the next renewal date.
• Hosting fees already paid are generally non-refundable once the service period has commenced, except where required by law or expressly agreed otherwise.
• Failure to renew hosting or domain services may result in suspension, expiration, or termination of the service.
• Customers are responsible for requesting data backups or migration assistance before service termination.

4. Website Maintenance and Subscription Services

• Customers may cancel recurring maintenance or subscription services by providing at least 30 days’ written notice before the next renewal date, unless otherwise stated in the service agreement.
• Cancellation will normally take effect at the end of the current paid billing period.
• Payments for services already provided are generally non-refundable.
• Outstanding invoices must be settled before account closure.
• Third-party software licences, plugins, and subscription fees are subject to their respective providers’ cancellation and refund terms.

5. Service Delays and Non-Delivery

If Latitude Innovation is unable to deliver an agreed service, customers may contact us to request a resolution.

Depending on the circumstances, we may offer:

• A revised delivery schedule.
• Correction or completion of outstanding work.
• A partial or full refund where appropriate under the service agreement and applicable law.

Delays caused by missing customer information, delayed approvals, third-party providers, or changes in project scope will be assessed separately.

6. Refund Processing

• Refund requests must be submitted in writing with the relevant invoice or quotation reference.
• Approved refunds will normally be processed within 14 business days after confirmation.
• Refunds will generally be returned through the original payment method or another mutually agreed method.
• Actual receipt of funds may depend on banking and payment gateway processing times.

7. Contact Information

For refund or cancellation enquiries, please contact:

Latitude Innovation Sdn Bhd

Website: https://latitudeinnovation.com.my

Email: inquiry@latitudeinnovation.com.my 

All refund and cancellation requests will be reviewed in accordance with the agreed service terms and applicable Malaysian laws.

Legal Rights: Nothing in this policy excludes or restricts any statutory rights or remedies that cannot lawfully be excluded under Malaysian law.