Refund & Cancellation Policy
Last updated: 16 June 2026
This Refund & Cancellation Policy explains how deposits, payments, and cancellations are handled for engagements with Equals Design And Build (SSM 202103376576), trading as Equals Design Studio ("we", "us", "our"). It should be read together with our Terms of Service and Payment & Security Policy. Because we provide bespoke interior design, renovation, and project management services — not off-the-shelf goods — refunds are assessed against work performed and costs already committed at the point of cancellation.
1. Securing an engagement (deposit)
Engagements are confirmed once you accept our quotation or proposal and pay the deposit stated in it. The deposit secures your project slot in our schedule and allows us to begin allocating design and project resources. The deposit amount and any milestone payment schedule are set out in the relevant quotation.
2. Cooling-off period
You may cancel a confirmed engagement and request a refund of your deposit, less a reasonable administrative fee to cover processing and any bank charges incurred, if both of the following apply:
- You notify us in writing within seven (7) calendar days of paying the deposit; and
- We have not yet commenced design work, site survey, procurement, or any other chargeable activity for your project.
Where work has already begun within those seven days, the cooling-off refund does not apply and the terms in Section 3 govern instead.
3. Cancellation after work has begun
Once design work, site survey, procurement, or any other chargeable activity has commenced, deposits are non-refundable, as they cover resources and time we have already committed to your project. If you cancel after this point:
- You remain liable for the value of all work completed and materials or goods procured up to the date we receive your written cancellation.
- Any amount you have paid that exceeds the value of completed work and committed costs will be refunded to you.
- Any shortfall between amounts paid and the value of completed work and committed costs will be invoiced and is payable under our standard terms.
4. Milestone and progress payments
Payments made against completed milestones or delivered stages of work are non-refundable, as they correspond to work already performed and accepted. Materials, fittings, and custom items that have been ordered or fabricated to your specification cannot be cancelled or refunded once procurement has begun.
5. Cancellation by us
In the rare event that we are unable to deliver an engagement — for example, due to circumstances beyond our reasonable control — we will notify you and refund any amounts you have paid that exceed the value of work already completed and costs already committed on your behalf.
6. How to request a cancellation or refund
To cancel an engagement or request a refund, contact us in writing using the details below, quoting your project name or quotation reference. We will acknowledge your request within three (3) business days and confirm the outcome, including any refundable amount, within fourteen (14) business days.
7. How refunds are paid
Approved refunds are made in Malaysian Ringgit (MYR) to the original payment method or the bank account from which payment was made, wherever practicable. Refunds are typically processed within fourteen (14) business days of approval; the time for funds to reach you may vary depending on your bank or payment provider.
8. Disputes
If you are not satisfied with how a refund or cancellation has been handled, please contact us first so we can try to resolve the matter directly. This policy is governed by the laws of Malaysia, consistent with our Terms of Service.
9. Contact
For any cancellation or refund request, or questions about this policy, please contact:
Equals Design And Build
C-15-5, Residensi Alstonia, Jalan Kiara Sungai Long,
Bandar Sungai Long, 43000 Kajang, Selangor, Malaysia
Email: cayden.teoh@equalsstudio.com
WhatsApp: +60 16-551 5972