Refund & Cancellation Policy

Effective date: July 2026

We sell services, not boxed products — so our refund policy is built around how service work actually happens. Here is the honest, plain-English version. This policy works alongside our Terms & Conditions.

One-off services (websites, landing pages, audits)

• Work begins after payment. If you cancel before we have started work, we will refund you, minus any payment processing fees and any time already spent on discovery or preparation — in other words, a fair pro-rated refund.
• Once work is underway, refunds are pro-rated to the work not yet done.
• Once a service is delivered, it is not refundable. Instead, every package includes revision rounds — if something is not right, we will fix it within the revisions your package includes. We would rather make it right than argue about it.

Monthly subscriptions (care & hosting plans)

• Cancel anytime. Cancellation takes effect at the end of your current billing cycle — your plan stays active until then.
• We do not give partial-month refunds for time left in a cycle you have already paid for.
• If you leave a hosting or care plan, we will hand over your site files, database and account data on request — your site is yours, and we will not hold it hostage.

SEO and ads retainers

SEO and ads management retainers need continuity to work, so we ask for 30 days’ written notice to end a retainer. You are billed for the notice period, we complete the work in it, and hand over accounts, reports and access cleanly.

How to cancel or request a refund

Email [email protected] or WhatsApp WhatsApp chat with your name and the service or order concerned. We will respond within 3 business days. Approved refunds go back to your original payment method.

A small reminder: Total Web Solutions (totalwebsolutions.co) is an independent studio based in Malaysia and is not affiliated with Total Web Solutions Limited (UK) or any similarly named company. This policy applies only to purchases made from us through this website, our email or our WhatsApp number.