Refund Policy

Last Updated: May 2026

1. Overview

At A.D. Evoque Financial Sdn. Bhd., we are committed to delivering the highest standard of family office advisory services. This Refund Policy explains the circumstances under which fees paid for our services may be refunded and the process for requesting a refund. This policy applies to all engagement fees paid directly to A.D. Evoque Financial Sdn. Bhd. and should be read alongside our Terms of Service.

2. Refund Eligibility

Refund eligibility depends on the nature of the service, the timing of the request, and the specific terms of your engagement agreement:

• Timing: Refund requests must be submitted within 14 calendar days of the invoice date for advisory services, unless a longer period is specified in your engagement agreement.
• Service condition: To be eligible for a refund, the services must not have been substantially performed. Where work has commenced — including initial diagnostic analysis, document review, or strategy development — fees may be partially refundable on a pro-rata basis, reflecting the work completed.
• Documentation: All refund requests must be accompanied by the original invoice number, the date of payment, and a written explanation of the reason for the refund request.

3. Non-Refundable Items

The following are generally non-refundable:

• Third-party disbursements and out-of-pocket expenses already incurred on your behalf (e.g., company registration fees, government filing fees, courier charges, legal and notarial fees).
• Fees for services that have been fully performed and delivered in accordance with the engagement agreement.
• Annual retainer fees for ongoing family office services after the retainer period has commenced, except where termination provisions in the engagement agreement provide otherwise.
• Fees for completed and delivered reports, analyses, or strategy documents that were prepared specifically for you and cannot be re-used for other clients.
• Setup fees for family office structures, trust companies, or foundations once the incorporation or registration process has been initiated with the relevant authorities.

4. Refund Process

To request a refund, please follow these steps:

Step 1 — Submit Your Request: Send an email to info@adfinancial-af.it.com with the subject line "Refund Request — [Your Name/Invoice Number]." Include your full name, contact information, invoice number, date of payment, payment amount, and a detailed explanation of the reason for the refund request.

Step 2 — Acknowledgment: We will acknowledge receipt of your refund request within 3 business days and may request additional information or documentation to process your request.

Step 3 — Review: Our team will review your request, assess the eligibility against this policy and your engagement agreement, and determine the refund amount, if any. This review typically takes 5 to 10 business days, depending on the complexity of the engagement.

Step 4 — Resolution: We will communicate our decision to you in writing. If your refund is approved, the refund will be processed within 14 business days of approval. Refunds will be issued to the original payment method unless otherwise agreed.

5. Refund Methods

Approved refunds will be processed as follows:

• Payment method: Refunds will be returned to the original payment method used for the transaction (bank transfer, credit card, or other agreed method).
• Processing time: Please allow up to 14 business days for the refund to appear in your account after approval. Processing times may vary depending on your financial institution.
• Currency: Refunds will be issued in the same currency as the original payment. We are not responsible for exchange rate fluctuations or intermediary bank charges that may affect the refunded amount.

6. Service Modifications and Exchanges

If you are not satisfied with a particular aspect of our service, we encourage you to contact us to discuss your concerns before requesting a refund. In many cases, we may be able to: modify the scope of services to better meet your needs; reassign a different senior advisor to your engagement; extend the engagement period at no additional cost; or credit fees toward alternative services that better address your objectives. These options are evaluated on a case-by-case basis and are at our discretion.

7. Damaged or Defective Deliverables

If you receive a deliverable — such as a strategy report, governance framework, or legal structure documentation — that contains material errors or omissions attributable to our negligence, we will, at our option: (a) correct the errors at no additional cost within a reasonable timeframe, or (b) provide a partial or full refund of fees paid for that specific deliverable. You must notify us of any alleged errors within 30 days of receiving the deliverable.

8. Special Circumstances

We recognize that exceptional circumstances may arise. The following situations are reviewed on a case-by-case basis:

• Force majeure: Where services cannot be completed due to events beyond either party's reasonable control (natural disasters, government actions, pandemics), we will work with you to reach a fair resolution, which may include a partial refund, rescheduling, or service modification.
• Regulatory changes: If a change in law or regulation renders the agreed services unlawful or impracticable, we will issue a pro-rata refund for the unperformed portion of the engagement.
• Client circumstances: Significant changes in your personal or financial circumstances will be considered sympathetically but do not automatically entitle you to a refund outside the terms of this policy.

9. Contact Information

For all refund-related enquiries, please contact us:

A.D. Evoque Financial Sdn. Bhd.
Attn: Finance Department — Refund Requests
No. 3, Jalan Dato Abdul Aziz, Section 14
46100 Petaling Jaya, Selangor Darul Ehsan, Malaysia
Email: info@adfinancial-af.it.com
Phone: +603 7956 8833
Please include "Refund Request" in the subject line of your email.

10. Policy Updates

We reserve the right to update this Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. The refund terms applicable to your engagement are those in effect at the time you enter into an engagement agreement with us, unless otherwise specified in that agreement. We encourage you to review this policy periodically.

11. Dispute Resolution

If a refund request is denied and you wish to dispute that decision, the dispute resolution provisions of our Terms of Service shall apply. In summary, disputes will first be addressed through good-faith negotiation, and if unresolved, through mediation or arbitration administered by the Asian International Arbitration Centre (AIAC) in Kuala Lumpur, Malaysia.

Nothing in this policy affects your statutory rights under Malaysian consumer protection laws, where applicable.