Return & Refund Policy

Last updated: 1 March 2025

1. Nature of Our Services

KPI Advisory Solutions Sdn Bhd provides professional financial advisory and planning services. Unlike the purchase of physical goods, advisory services involve the expenditure of professional time, expertise, and proprietary analysis from the moment an engagement commences. This policy sets out the circumstances under which advisory fees may be refunded or adjusted.

2. Initial Consultation

Our initial consultation session is provided at no charge. There is no obligation to engage our services following this session, and no payment is collected at the initial meeting stage. This session is intended to allow both parties to assess whether our services are the right fit for the client's needs.

3. Paid Advisory Engagements

Once a client engagement is confirmed and a service agreement is signed, fees are applied as follows:

3.1 Upfront Planning Fees

For engagements requiring an upfront planning fee (typically covering initial financial plan preparation), the following conditions apply:

• Cancellation before work commences: A full refund will be issued if the client cancels before any preparatory work has begun, typically within 48 hours of fee payment.
• Cancellation during work-in-progress: A partial refund reflecting the proportion of work not yet completed will be considered on a case-by-case basis, at the discretion of KPI Advisory Solutions.
• Cancellation after plan delivery: No refund is available once a completed financial plan has been delivered, as the advisory service has been fully rendered.

3.2 Ongoing Advisory Retainers

For clients on a recurring advisory retainer arrangement:

• Retainer fees are billed in advance for defined periods (monthly or quarterly).
• Clients may cancel their retainer arrangement with 30 days' written notice.
• Prepaid fees for periods not yet commenced will be refunded pro-rata upon confirmed cancellation.
• No refund is provided for fees covering periods during which advisory services were actively available to the client.

4. Service Disputes

If you believe a service was not delivered as described in your engagement letter, we encourage you to raise the concern promptly with your assigned advisor or our client relations team at [email protected]. We are committed to resolving service disputes fairly and promptly, and will work with you to identify an appropriate remedy — which may include additional service delivery, a partial fee adjustment, or, in cases of clear service failure, a refund.

5. Investment Products

Where our advisory engagement involves the recommendation of investment products (unit trusts, PRS funds, etc.), please note that:

• The advisory fee for the recommendation is separate from the investment itself.
• Investment products are subject to their own redemption and cancellation terms set by the respective fund manager or product issuer.
• KPI Advisory Solutions does not control or accept liability for the terms of third-party investment products.
• Any statutory cooling-off rights associated with financial product purchases under Malaysian regulation remain fully applicable and are unaffected by this policy.

6. Statutory Rights

Nothing in this policy limits any statutory rights you may have under Malaysian consumer protection legislation or other applicable laws. Where statutory rights conflict with this policy, your statutory rights take precedence.

7. Requesting a Refund

To request a refund or raise a service concern, please contact us in writing:

• Email: [email protected]
• Phone: +60 3-2110 8834 (Monday–Friday, 9:00 AM–6:00 PM)
• Post: Suite 12-02, Wisma KL, Jalan Ampang, 50450 Kuala Lumpur

We will acknowledge your request within 3 business days and aim to resolve it within 14 business days.

8. Changes to This Policy

KPI Advisory Solutions reserves the right to amend this Refund Policy at any time. Changes will be published on this page with an updated effective date. The policy in effect at the time of your service agreement applies to that engagement.