Refunds & Cancellations

We want you to be satisfied with the work. This policy explains how to cancel an engagement, how to ask for a refund, and how we handle both.

How to make a request

Email company@baal.asia with your invoice number or payment reference, the date of payment, and a short description of the problem. You can also reach us on +855 718 07 02 06, but please follow up in writing so we have a record. We acknowledge every request within 3 business days.

Cancelling work

You may cancel an engagement at any time by telling us in writing. What is due depends on when you cancel:

• Before work begins — you are entitled to a full refund of anything you have paid.
• After work begins — you are entitled to a refund of the amount paid less the work already carried out and any third-party costs we have already committed on your behalf. We will send you a written breakdown.
• After delivery and acceptance — work that has been delivered and accepted is not normally refundable, but see the next section.

We may cancel an engagement if we cannot carry it out, if the information we need is not provided, or if the work would be unlawful. If we cancel, we refund everything you have paid for work not yet carried out.

Your rights under Cambodian law

Nothing in this policy limits the rights you have under the Law on Consumer Protection of the Kingdom of Cambodia. If you are a consumer, you may be entitled to repair, re-performance, or a refund where a service is not carried out as agreed, and those rights apply regardless of the time limits set out below. The limits here describe what we commit to; they do not shorten anything the law gives you.

If something is wrong with the work

Tell us within 14 days of delivery and we will put it right at no extra charge where the work does not match what was quoted. If we cannot put it right within a reasonable time, we will refund the portion of the fee relating to the part that is at fault. Telling us later than 14 days does not remove any longer period the law allows you — it only means we may no longer treat it as a priority correction.

What is not refundable

• Work already completed and accepted by you.
• Third-party costs already spent on your behalf and not recoverable by us — for example domain registrations, hosting, licences, advertising spend already placed, shipping and freight already booked, and customs duties.
• Requests made more than 60 days after payment, except where your statutory rights as a consumer allow a longer period — in which case those rights prevail over this limit.

Goods sold through marketplaces

Where goods are sold and fulfilled through a third-party online marketplace, that marketplace's own returns and refunds process applies to the buyer, and any return should be raised through the marketplace rather than with us.

Shipping and logistics

Freight and fulfilment charges are refundable only where the shipment has not yet been booked with the carrier. Once a shipment is in transit, the carrier's terms govern loss, damage, and delay claims, and we will help you raise a claim with them.

How refunds are paid

Approved refunds are returned in United States dollars (USD) to the original payment method — a card refund goes back to the card used, and a bank transfer goes back to the account it came from. We issue approved refunds within 14 days of approving them, and in any event within 30 days of your request. Your bank or card issuer may take a few further days to show the money in your account. We do not charge a fee for processing a refund.

If you are unhappy with the outcome

Reply to our decision and ask for it to be reviewed. We will look at it again and give you a final written answer. Nothing in this policy affects the rights you have under Cambodian law.

Contact

Refund and cancellation requests: company@baal.asia or +855 718 07 02 06.