Return & Refund Policy

Event services can't be boxed up and returned, so this policy explains the equivalent: how payments, cancellations and refunds work at Mealworks Events Sdn. Bhd., and what we do when something we delivered falls short.

How payment is structured

• Mobilisation payment (typically 30%) — confirms your dates, books our team and secures venues and key suppliers.
• Production milestone (typically 50%) — due when the production plan is approved and fabrication or supplier deposits begin.
• Balance (typically 20%) — invoiced after the event alongside the final reconciliation.

Exact percentages and dates appear in each proposal and may differ for consultancy retainers, which are billed by hour or milestone.

Refunds on cancellation

If you cancel a confirmed engagement, we refund whatever has not been committed or earned:

• More than 90 days before the event — full refund less costs already committed to third parties and fees for work already performed, both itemised in writing.
• 89 to 30 days before — refund of uncommitted amounts; supplier deposits at this stage are usually non-recoverable, but we pursue every recoverable sen and pass recoveries back to you.
• Under 30 days — most costs are committed; any recoverable amounts are refunded after supplier settlements close.

Every cancellation refund is accompanied by a line-item statement showing exactly where the non-refundable portion went.

If we cancel or fail to deliver

In the unlikely event Mealworks cannot deliver a confirmed engagement for reasons within our control, you receive a full refund of all amounts paid, including the mobilisation payment, within 14 days — plus reasonable documented costs of engaging a replacement, capped at 20% of the contract value.

When something falls short

If a deliverable at your event does not match the approved specification, tell us within 14 days of the event. We will investigate against the run sheet and supplier records and respond within 7 working days with one of: a corrected deliverable (where the item is still usable, such as recap video or reporting), a proportionate fee reduction, or a partial refund. Issues caused by third parties we contracted are ours to remedy — you deal with us, not them.

How refunds are paid

Refunds are returned by bank transfer to the account that made the original payment, in Malaysian Ringgit, within 14 days of the refund amount being agreed. We do not refund to third-party accounts.

Questions first

Most payment concerns dissolve with one conversation. Reach us at [email protected] or +60 3-2731 4428 — Mealworks Events Sdn. Bhd., Suite 22-5, Menara Lifestyle, 12 Jalan Kia Peng, 50450 Kuala Lumpur, Malaysia.