Return & Refund Policy

We sell professional services rather than physical goods, so “returns” work a little differently here. This policy explains what you can expect from Linktura Outreach Sdn. Bhd. if something goes wrong, and it applies alongside our Terms & Conditions.

Setup projects (infrastructure & automation)

Fixed-price setup projects are billed 50% on start and 50% on delivery. If you cancel before we begin technical work, the deposit is refunded in full within 10 working days. If you cancel mid-project, we refund the portion of the deposit not yet covered by completed milestones, itemised in writing. Once a setup is delivered and verified against the agreed checklist, it is non-refundable — but any configuration defect reported within 30 days is corrected free of charge.

Monthly management plans

Monthly plans are billed in advance. If we fail to deliver the activities listed in your plan during a given month, you may request a proportional credit or refund for the undelivered portion. Ending a plan requires 30 days’ notice; we do not refund the notice period, but we deliver full service through it. The first month of any new managed campaign carries a simple promise: if we have not launched your campaign within 30 days for reasons on our side, that month is refunded in full.

Lead research deliverables

Verified lists carry a replacement guarantee instead of a refund: any address that hard-bounces within 30 days of delivery is replaced free, one-for-one, up to the full size of the order. If more than 5% of a delivered list hard-bounces in that window, you may choose between replacement and a proportional refund of the affected records.

Third-party costs

Domain registrations, mailbox subscriptions and software licences are purchased in your name from third-party vendors and follow those vendors’ own refund rules. We cannot refund money paid to them, though we will help you submit any vendor refund request.

How to request a refund

Email [email protected] with your company name, invoice number and the reason for the request. We acknowledge within 2 working days and resolve within 10. Approved refunds are returned by the original payment method. If you are unhappy with our decision, you may escalate to our managing director via the same address — marked “refund escalation” — and will receive a personal response.