Payment and Refund Policy

Last updated: 23 September 2026

Scope of the Policy and the Products or Services It Covers

This Payment and Refund Policy applies to all commercial transactions conducted through the website operated by securelyvo for its Corporate Programming services. These services encompass custom software development, corporate training programs, enterprise application integration, and related consulting engagements tailored for business clients in Malaysia. The policy governs payments for one-time projects, ongoing maintenance agreements, and subscription-based access to proprietary programming tools or modules. It does not extend to non-commercial or personal use offerings, which are outside the scope of our commercial operations.

Prices, Currencies, Taxes, and Any Additional Charges

All listed prices are denominated in Malaysian Ringgit (MYR) unless otherwise specified in the quotation. Prices are subject to prevailing Sales and Service Tax (SST) at the applicable rate under Malaysian law, which will be itemised separately on invoices. Additional charges may include project-specific expenses such as third-party licensing fees, travel costs for on-site work, or expedited delivery surcharges. Clients will receive a detailed breakdown prior to contract formation, ensuring transparency in line with the Consumer Protection Act 1999.

Accepted Payment Methods, Payment Authorisation, and Payment Security

We accept bank transfers, credit or debit cards processed through secure gateways compliant with Payment Card Industry Data Security Standards, and electronic funds transfer via local Malaysian banking platforms. Payment authorisation occurs upon submission of order details, with funds held pending service confirmation. All transactions employ encryption protocols to safeguard sensitive financial information. securelyvo does not store card details on its servers, delegating processing to certified third-party providers to minimise risk.

Order, Booking, or Service Confirmation and When a Contract Is Formed

A contract is formed only upon written acceptance of a formal quotation or service agreement by the client, followed by receipt of the initial payment or deposit. Order confirmation is issued via email within two business days, detailing scope, timeline, and payment schedule. Until this confirmation, no binding obligation exists, allowing either party to withdraw without penalty. This process aligns with Malaysian contract law principles requiring mutual assent and consideration.

Cancellation Rights and Applicable Cancellation Periods

Clients may cancel services within fourteen calendar days of contract formation, provided no substantial work has commenced. For subscription-based Corporate Programming access, cancellation must occur at least thirty days before the next billing cycle to avoid renewal charges. Early termination of fixed-term projects may incur administrative fees proportional to work completed, as permitted under the Consumer Protection Act 1999. Notice of cancellation must be submitted in writing to initiate the process.

Refund Eligibility, Exclusions, and Non-Refundable Items or Services

Refunds are available for unused portions of services where cancellation occurs before delivery milestones are met. Exclusions apply to custom-developed code, completed training sessions, or any deliverables already accepted by the client. Promotional discounts and non-recurring setup fees are non-refundable. Digital content or proprietary modules downloaded or activated are ineligible for refund once access is granted, reflecting the irrevocable nature of such transfers under Malaysian e-commerce regulations.

The Step-by-Step Procedure and Information Required to Request a Refund

To request a refund, clients must email [email protected] with the subject line "Refund Request" and include order reference number, date of transaction, detailed reason for the request, and supporting documentation such as screenshots of issues encountered. Requests must be submitted within the applicable cancellation window. Incomplete submissions will be returned for supplementation, delaying processing. All communications should reference the specific service agreement identifier to expedite handling.

Inspection, Approval, Rejection, and Notification of the Refund Decision

Upon receipt, securelyvo will inspect the request within seven business days, verifying eligibility against the stated criteria. Approval results in immediate initiation of the refund process, while rejection will be accompanied by a written explanation citing the relevant policy clause. Clients may appeal a rejection once by providing additional evidence within ten days. Notification occurs exclusively via the email address provided during registration, ensuring a clear audit trail.

Refund Method, Processing Time, and When Funds Should Reach the Customer

Approved refunds are issued via the original payment method, typically within fourteen business days for credit card reversals and up to thirty days for bank transfers due to intermediary processing. The customer will receive confirmation once the refund is dispatched. Actual receipt of funds may vary based on the client's financial institution, but securelyvo commits to completing its obligations within the statutory timelines mandated by Malaysian financial regulations.

Special Rules for Digital Content, Subscriptions, Services, or Promotional Offers Where Relevant

For digital Corporate Programming modules, access revocation occurs immediately upon refund approval, and clients must cease all use. Subscription cancellations prorate the remaining period only if the request meets eligibility thresholds. Promotional offers bundled with services carry no separate refund value beyond the base service price. These provisions prevent abuse while respecting consumer protections under the Personal Data Protection Act 2010 for any data-related services.

Failed Payments, Duplicate Charges, Chargebacks, and Suspected Fraud

Failed payments trigger automatic suspension of service access until resolved. Duplicate charges are investigated and refunded within five business days upon verification. Chargebacks or suspected fraudulent activity prompt immediate account review, potentially leading to termination of services and reporting to relevant Malaysian authorities. Clients disputing charges are encouraged to contact [email protected] first to resolve issues amicably before initiating external proceedings.

Mandatory Consumer Rights in the Target Country That the Policy Cannot Exclude

Nothing in this policy diminishes rights afforded under the Consumer Protection Act 1999, including guarantees against unfair contract terms and rights to remedies for defective services. Clients retain the ability to seek redress through the Tribunal for Consumer Claims Malaysia or relevant courts. securelyvo acknowledges that statutory warranties for services of acceptable quality cannot be waived, ensuring all transactions remain compliant with Malaysian consumer legislation.

Contact Route, Policy Changes, and Last-Updated Date

For queries regarding this policy, contact [email protected] or +603-6262 0335, or visit the Contacts page. securelyvo reserves the right to amend this policy to reflect legislative updates or operational changes, with revisions effective upon posting. Continued use of services after notification constitutes acceptance of updates. This document was last revised on 23 September 2026 and supersedes all prior versions.