Refund & cancellation policy.

1. The context

Reachbay offers design and build services, not retail goods. Once design work has begun, the bulk of our fee reflects time the studio cannot recover. The policy below is the position we apply to every engagement; the specific letter of appointment for any project will repeat and amplify these terms.

2. Introductory studio meeting

The introductory studio meeting and an associated Klang Valley site walk are offered without charge. Either party may step away with no obligation following this meeting.

3. Design retainer — pre-work

Before any design work begins, a written letter of appointment is signed and a design retainer paid. Within seven calendar days of payment, and provided no design work has been issued, the retainer is refundable in full on written notice.

4. Design retainer — after work begins

Once schematic design has begun, the retainer covers studio time already spent. Refund of any unused portion is calculated against time and materials already incurred. We commit to providing a transparent statement of incurred time within ten working days of a written cancellation notice.

5. Build contract — cancellation by the client

Build contracts proceed on milestone-based payments specified in the letter of appointment. If a client cancels a live build contract, the following apply:

• All works completed up to the cancellation date are payable in full.
• Materials and joinery ordered specifically for the project, whether installed or not, are payable in full.
• A reasonable demobilisation charge to cover the orderly closure of the site, capped at the value of the next due milestone payment.
• Any prior milestone payment in excess of the above will be refunded within thirty calendar days.

6. Build contract — cancellation by Reachbay

In the unusual event that Reachbay terminates a build contract (for example, where authority approvals cannot be obtained for the brief), all client payments in excess of works actually completed are refunded within thirty calendar days, and we cooperate without charge in the orderly transition of any drawings or specifications to a successor designer.

7. Scope changes

Scope changes during a live project are handled by signed variation orders, not by cancellation. Variations may move the budget and timeline upward or downward; in either direction, the change is set down in writing and signed before the work changes.

8. Goods purchased on the client’s behalf

Where Reachbay purchases finishing goods (rugs, art, soft furnishings) on the client’s behalf as part of a styling service, those goods follow the supplier’s own return policy. Reachbay will assist with returns where the supplier’s policy permits, at no additional studio fee.

9. Disputes & mediation

Should a dispute arise that cannot be resolved by direct conversation, the parties agree to attempt a single mediation session with a Malaysian mediator before initiating any formal legal process. The cost of the mediation is shared equally.

10. Contact

For any cancellation, variation or refund question, please write to [email protected] or call the studio on +60 3-2078 4560. We do our best to reply within two working days.