W Tech Media Sdn Bhd (1424596-T), trading as MSCM Studios · Effective 21 September 2026
This policy sits alongside our Terms of Purchase. Because our services begin work quickly and our automated products are delivered immediately, please read this before you buy.
Recurring services (Automated Daily Sales Plan)
- Fees are paid in advance and billed weekly or monthly, on the cycle you choose at purchase.
- Once a billing cycle has commenced, the fee for that cycle is non-refundable.
- You may cancel at any time with one (1) month’s written notice to hello@mscm.my; service and billing continue through the notice period, after which no further charges are made.
- Stopping payment is not a cancellation — please send written notice so we can process it correctly (see Terms clause 5).
One-time services (Expert Consulting)
- Expert Consulting is a one-time fee, paid in full in advance. It is not a subscription and does not renew.
- Before work starts: if you cancel in writing before you have given us access to your shop or sent us your shop data, we refund the fee less an RM500 administration charge, which covers non-refundable payment processing and scheduling costs.
- Once work starts: the fee is non-refundable once you have given us shop access or sent us your shop data, because the audit begins at that point.
- Scheduling: your consulting call must be booked and held within thirty (30) days of purchase. You may reschedule once, with at least 24 hours’ notice. If you miss the call without notice, or do not book it within 30 days, the service is treated as delivered. Where a delay is caused by us, the 30 days are extended by the length of that delay.
- Delivery: the service is delivered once the consulting call has taken place and your 30-day action plan has been sent to you by email.
- Credit against future work: the Expert Consulting fee (excluding SST) can be credited once against Growth Partner or 3-Month Product Sprint fees, provided that engagement is agreed in writing within ninety (90) days of the consulting call. The credit is non-transferable, has no cash value, and is cancelled if you make a claim under the Expert Consulting service guarantee.
Automated / digital products
- The Automated Daily Sales Plan and any other digital deliverable are non-refundable once delivered, as they are made available to you immediately.
Scoped engagements (Growth Partner, 3-Month Sprint, trials)
- These are quoted and agreed on a call, with the scope set out in a written Statement of Work, proposal or invoice under our Terms of Purchase. No separate MoU or signature is required.
- Deposits are non-refundable. On early termination, any services already delivered, in production, or approved are non-refundable.
- Any refund, where applicable, is limited to services not yet commenced as at the cancellation date, and is at MSCM Studios’ sole discretion.
Performance guarantee
Our performance guarantee is available to shops that meet the criteria below and can demonstrate that, after executing all of our advice and recommendations in good faith, their shop sales did not increase as guaranteed for their package. Any guaranteed amount or refund is calculated on MSCM Studios’ fees only — it excludes SST and any other applicable taxes (such as DST and WHT), and any advertising spend.
It applies to TikTok Shop only, for accounts with a minimally established customer base — average sales of at least RM1,000 over the past 3 months. Shops averaging under RM1,000 over the past 3 months are considered to be at the “product–market fit” stage and are not eligible for the performance guarantee.
Eligibility criteria:
- Minimum GMV: RM1,000 monthly average over the past 3 months.
- Minimum AOV (average order value): RM50 over the past 30 days, across a minimum of 20 orders.
- Minimum product ad spend in the past 30 days: RM750.
- Submit proof that action has been taken on all of the advice provided.
Automated Daily Sales Plan: 30-day goodwill guarantee
This plan is a service: you are paying for the daily action steps we provide, not for a guaranteed result. As a goodwill policy, however, if you carry out every step we give you and your sales still do not rise by at least what you paid us, we will refund the shortfall — at our discretion and on the terms below.
How it works. We take your baseline — your average monthly sales over the 3 months before you purchased — and compare it with your sales in the 30 days after purchase. If that increase is less than the fee you paid us, we refund the difference between the fee and the increase.
Worked example. Your average monthly sales over the past 3 months were RM1,000. Thirty days after buying the RM1,500 plan, your sales are RM2,000 — an increase of RM1,000. Because that increase is RM500 short of the RM1,500 you paid, we refund RM500.
To claim, you must show proof that you carried out all of the daily action steps we provided. The refund is a goodwill gesture at MSCM Studios’ sole discretion, is calculated on our fees only (excluding SST and any other applicable taxes such as DST and WHT, and any ad spend), and will never exceed the fee you paid.
Expert Consulting: service guarantee
Expert Consulting is a service: you are paying for the audit, the consulting call and the 30-day action plan, not for a guaranteed result. The guarantee on this service is a service guarantee, not a cash refund.
How it works. We take your baseline, your average monthly TikTok Shop sales over the 3 months before purchase, and compare it with your sales in the 30 days after we deliver your action plan. If you meet the eligibility criteria above, carry out every step in the plan, and your sales do not rise by at least the fee you paid us (excluding SST), we will deliver a second 30-day action plan and a follow-up consulting call at no charge. The service guarantee applies once per purchase.
What counts as sales. For this guarantee and the Automated Daily Sales Plan guarantee, “sales” means settled TikTok Shop GMV, net of returns, refunds and cancellations, as shown in a Seller Center export for the period.
Claims. A claim must be made within fourteen (14) days of the end of the 30-day measurement period, with the proof described under “Making a claim” below. Making a claim cancels the credit against future work described under “One-time services”.
Growth Partner — 6-month guarantee
The Growth Partner guarantee applies to a minimum 6-month subscription. Over that period we guarantee a minimum of RM60,000 in shop sales. If, at the end of the 6 months and provided you have met the eligibility criteria above, your shop sales fall short of RM60,000, we will refund the difference — that is, the shortfall between RM60,000 and your actual shop sales — up to the total fees you have paid us over the subscription. As above, the guarantee is calculated on our fees only and excludes SST and other applicable taxes (such as DST and WHT), and ad spend.
3-Month Product Sprint — 3-month guarantee
The Sprint guarantee works on the same terms as Growth Partner, over a minimum 3-month subscription rather than six. Because the Sprint is scoped for a single hero product, the guaranteed minimum sales figure is agreed and confirmed when the Sprint is scoped on the call. If, at the end of the 3 months and provided you have met the eligibility criteria above, your shop sales fall short of that agreed figure, we will refund the difference up to the total fees you have paid us over the subscription. As above, the guarantee is calculated on our fees only and excludes SST and other applicable taxes (such as DST and WHT), and ad spend.
Creative execution & discretion (Growth Partner and the 3-Month Product Sprint). For these done-for-you tiers the performance guarantee assumes MSCM Studios has full operational control of the execution. Creative and campaign execution is carried out at MSCM Studios’ discretion. You may request factual edits (corrections to the factual representation of your company or products). However, if you require input on, or approval of, the creative execution itself — for example, placing a logo in a video, or any change not related to the factual representation of the company or product — the performance guarantee no longer applies.
Making a claim — proof, timing and discretion
The performance guarantee is a goodwill gesture, not a deliverable or an entitlement. You are paying for the service — the advice, daily action steps or execution — not for a result. MSCM Studios has full and final discretion over whether a claim is accepted and over any amount payable, and is not required to justify or explain its decision-making process. Where the data you submit is incomplete or unclear, we may request further data before we assess a claim.
How to claim. Send unaltered proof — screenshots or PDFs — showing that you carried out each action related to the advice provided. There should be one item of proof for each piece of advice: for example, if you were given 30 pieces of advice over 30 days, you would submit 30 screenshots or PDFs. Data that has been edited, cropped to obscure context, or otherwise altered will not be accepted.
Timing. Unless a different window is stated above, a claim must be submitted within sixty (60) days of the final payment for the claim period. Once a claim is open, any follow-up or response we request from you must be provided within fourteen (14) days. If we do not hear from you within 14 days of a request, we will treat the claim as closed, and no further claims for that period will be entertained.
How to cancel or request a refund
Email hello@mscm.my from the address on your account. We acknowledge requests within one working day and will confirm your cancellation date and any final charge in writing.
Changes to this policy
We may update this Refund & Cancellation Policy (and our Terms of Purchase) at any time. An update takes effect on your next subscription renewal or 30 days after we publish it, whichever is earlier. For major updates — those affecting your service deliverables or the performance guarantee — we will notify you by email before they take effect, so you can cancel beforehand if you don’t agree. By continuing your subscription after an update takes effect, you accept the updated policy.
Changes apply going forward, not backward: any performance-guarantee claim is assessed under the version of this policy in force at the start of the claim period it relates to. We do not change the rules for a claim period you have already paid for and begun.
Taxes
Prices are exclusive of 8% SST and any other applicable taxes, including Digital Service Tax (DST) and Withholding Tax (WHT). These are added at invoicing, or borne by the Client as the law requires, and are not refundable separately from the underlying fee.