Refund Policy

This Refund Policy explains when and how refunds may be issued for services provided by Twenty Growth Pte. Ltd. (UEN: 202621126H) ("Twenty Growth", "we", "us", or "our"). It forms part of our Terms of Service. Any disputes arising from this Refund Policy are subject to the dispute resolution process set out in our Terms of Service.

1. General Principle

Twenty Growth provides bespoke consulting, AI implementation, and advisory services. Because each engagement is custom-scoped and resource-allocated upfront, fees are generally non-refundable once work has commenced, except as expressly set out below or required by Singapore law or other law that applies to you.

2. Deposits and Retainers

2.1. Deposits and upfront retainers secure our delivery capacity and are non-refundable once paid, except where:

• we are unable to commence the engagement due to our own fault; or
• you terminate before any work has begun and within seven (7) days of payment.

2.2. Where a refund is granted under 2.1(b), we may deduct reasonable administrative costs and any non-cancellable third-party costs already incurred.

3. Fixed-Fee Projects

3.1. For fixed-fee projects, fees paid for completed milestones are non-refundable.

3.2. If you terminate a project mid-engagement, you will be billed for all work completed up to the termination date on a pro-rata basis, and any unutilised portion of pre-paid fees will be refunded within thirty (30) days, less reasonable administrative costs.

4. Retainer / Subscription Services

4.1. Monthly or recurring retainer fees are billed in advance and are non-refundable for the current billing period.

4.2. You may cancel future billing periods by providing at least fourteen (14) days' written notice before the next billing date. This cancellation applies to future billing only and does not constitute termination of the full engagement; full engagement termination remains subject to the thirty (30) days' written notice requirement in our Terms of Service.

5. Digital Products and Pre-Recorded Content

5.1. Digital products, downloadable templates, pre-recorded courses, and similar non-bespoke deliverables are final sale and non-refundable once access has been granted or the download has been initiated.

5.2. If the digital product is materially defective or does not match its stated description, contact us within seven (7) days of purchase and we will provide a replacement or, at our discretion, a refund.

6. Platform Subscriptions and Credits

6.1. Subscription fees for the current billing period are non-refundable once the period has started. You can cancel future renewals at any time with at least fourteen (14) days' notice before the next billing date; your plan then runs to the end of the paid period.

6.2. Credits (including plan allowances and purchased top-ups) are a prepaid measure of platform usage, not money, stored value, or a deposit. They are non-refundable, non-transferable, and non-exchangeable: they cannot be redeemed for cash, moved or sold to another account or person, or swapped for any other product, service, discount, or benefit, and they hold no value outside the platform. This is set out in full at section 3.6.1 of our Terms of Service.

6.3. The exceptions to 6.2 are duplicate, failed, or incorrectly processed payments, and anything a mandatory consumer-protection law in your jurisdiction requires of us. Where a qualifying payment error occurs, we will reverse the charge or re-issue the affected credits once verified.

6.4. If your subscription is cancelled, expires, or is suspended, any remaining credit balance is frozen and is not paid out, converted, or carried to another account.

7. Service-Level Failures

If we materially fail to deliver Services in accordance with the agreed Engagement Document and do not remedy the failure within fourteen (14) days of written notice, you may be entitled to a partial or full refund of fees paid for the affected portion of the Services. This is your sole and exclusive remedy in such cases.

8. Force Majeure

Where a Force Majeure event (as defined in our Terms of Service) prevents or delays our ability to process refunds, the applicable refund timelines in this Policy will be extended by the duration of the Force Majeure event. We will notify you as soon as reasonably practicable.

9. Chargebacks

Before initiating a chargeback with your bank or card issuer, please contact us at contact@twentygrowth.co so we can resolve the issue directly. Unjustified chargebacks may result in suspension of Services and recovery of associated costs.

10. How to Request a Refund

To request a refund, email contact@twentygrowth.co with:

• your full name and company name;
• the invoice number or transaction reference;
• the date of payment;
• the reason for the refund request; and
• any supporting documentation.

We will acknowledge your request within five (5) business days and respond with a decision within fourteen (14) business days.

11. Refund Method and Timing

Approved refunds will be issued to the original payment method within thirty (30) days of approval. Bank or processor fees may apply and are borne by the requesting party unless the refund arises from our fault. Refunds will be made in the original transaction currency. Twenty Growth is not responsible for exchange rate differences arising between the date of payment and the date of refund.

12. Statutory Rights

Nothing in this Policy limits any statutory rights you may have under Singapore's Consumer Protection (Fair Trading) Act 2003, or under mandatory consumer-protection law where you are located that cannot be contracted out of.

13. Contact

Twenty Growth Pte. Ltd. (UEN: 202621126H)
Email: contact@twentygrowth.co
Website: twentygrowth.co