Refund Policy

1. Purpose of This Policy

This Refund Policy explains when refunds, credits or cancellations may be available for paid products and Services supplied by XENNOBYTE TECHNOLOGIES, trading as Xennobyte Technologies.

It applies, where relevant, to:

• custom software development;
• IT consulting;
• cybersecurity services;
• system integration;
• cloud solutions;
• implementation and support services;
• SaaS subscriptions;
• DIMS and other Xennobyte SaaS products;
• invoices paid through Xendit or another approved payment method; and
• other paid technology services supplied by Xennobyte.

Specific refund or cancellation terms contained in a signed quotation, Statement of Work ("SOW"), order form, subscription agreement or other written contract will take precedence over this Policy to the extent of any conflict.

Nothing in this Policy excludes or limits any right or remedy that cannot lawfully be excluded under Malaysian law, including any mandatory right under the Consumer Protection Act 1999 that applies to a particular transaction.

2. Business Information

The service provider is:

• Registered business name: XENNOBYTE TECHNOLOGIES
• Trading name: Xennobyte Technologies
• SSM registration number: 202303060483 (CT0118592-M)
• Business type: Sole proprietorship registered in Malaysia under the Registration of Businesses Act 1956
• Country of registration: Malaysia
• Registered / head office: No. 37, Jalan Panglima Awang 35/116, Alam Impian, Section 35, 40470 Shah Alam, Selangor, Malaysia
• Business email: [email protected]
• Telephone: +6014 649 1820
• Website: https://xennobyte.com
• Year founded: 2023

3. General Refund Principle

3.1 Service unavailability

If Xennobyte is unable to provide a paid Service substantially as agreed due to circumstances within Xennobyte's control, Xennobyte may, depending on the circumstances, re-perform the affected Service, provide a service credit, or refund the affected portion of the Fees.

3.2 General principle

Because Xennobyte primarily provides B2B professional services and software, many Fees relate to work already performed, professional time reserved, infrastructure provisioned or third-party costs committed specifically for a Client.

Accordingly, payments are not automatically refundable merely because a Client later changes its requirements, priorities or business plans.

Refund requests will generally be assessed fairly on a case-by-case basis, taking into account:

• the applicable contract or SOW;
• work already completed;
• project milestones completed;
• personnel or resources already allocated;
• third-party costs already committed;
• whether the Client has substantially used the Service;
• the reason for the request; and
• any rights or obligations imposed by applicable Malaysian law.

Nothing in this Policy removes statutory rights that cannot legally be excluded.

4. Custom Software Development and IT Consulting

4.1 Work already performed

Fees attributable to:

• professional services already performed;
• development already completed;
• consultation sessions already delivered;
• approved project milestones;
• implementation or configuration work;
• research or technical analysis;
• project management;
• security assessments;
• completed integrations; or
• resources already consumed

are generally non-refundable.

4.2 Deposits and advance payments

A deposit or advance payment may become non-refundable after:

• the project has commenced;
• staff or specialist resources have been reserved;
• third-party services have been purchased;
• development or discovery work has started; or
• another agreed project commitment has been incurred.

The applicable quotation or SOW will contain specific deposit terms, including when a deposit becomes non-refundable once Xennobyte commences the Services or commits project-specific resources, except to the extent otherwise required by law.

4.3 Cancellation before commencement

If both parties agree in writing to cancel a project before work has commenced and before material resources or third-party costs have been committed, Xennobyte may refund all or part of an advance payment.

Any unavoidable payment-processing charges, third-party charges or other agreed costs may be deducted where permitted.

4.4 Duplicate payments and billing errors

Xennobyte will normally provide a refund or account credit where it confirms:

• a genuine duplicate charge;
• an incorrect invoice payment;
• a payment made against the wrong invoice; or
• another verified billing error.

4.5 Changes of mind or internal Client decisions

A Client's:

• change of management;
• budget reduction;
• change of strategy;
• decision not to proceed;
• replacement of technology provider; or
• change in requirements

does not automatically entitle the Client to reimbursement for work already performed or committed.

4.6 SOW takes precedence

Where a signed SOW, quotation or contract contains project-specific cancellation or refund terms, those terms prevail over this general Policy.

5. SaaS Subscriptions

This section applies to SaaS products supplied by Xennobyte, including commercial subscriptions for DIMS (Driving Institute Management System).

5.1 Free trials

DIMS and other SaaS products may include a 14-day free trial. The duration and any limitations will be stated in the relevant product documentation or at the time the trial is activated.

A payment will not be charged during a genuine free trial unless the customer has separately agreed to conversion to a paid plan or another chargeable service.

If the Client does not start a paid subscription at the end of the trial, access ends and no subscription Fee is due for the trial period.

5.2 Monthly subscriptions

Unless expressly stated otherwise:

• monthly Fees pay for access during the applicable monthly billing period;
• cancellation prevents renewal at the end of the current billing period; and
• no refund is provided for an unused portion of a month after the paid period has begun.

The Client may continue using the Service until the end of its paid subscription period unless access is suspended or terminated for another lawful reason.

5.3 Annual subscriptions

Annual subscriptions are generally payable in advance.

After a paid annual subscription period has begun, the annual Fee is not refundable for unused time. Cancellation stops renewal at the end of the current paid period. The Client may continue using the Service until that period ends, unless access is suspended or terminated for another lawful reason.

A refund may still be given where:

• required by applicable law;
• the applicable plan expressly provides otherwise;
• Xennobyte has agreed otherwise in writing; or
• Xennobyte determines that a refund is appropriate because of exceptional circumstances.

5.4 Cancellation

Unless a particular SaaS product provides another cancellation mechanism, a Client may request cancellation by emailing:

[email protected]

The request should be sent by an authorised representative of the Client.

Cancellation normally takes effect at the end of the current paid subscription period.

5.5 Suspension is not cancellation

Temporary suspension due to:

• overdue payment;
• suspected security compromise;
• prohibited activity;
• maintenance;
• investigation of misuse; or
• another permitted reason

does not automatically terminate the subscription or create a right to a refund.

5.6 Termination by Xennobyte

Where Xennobyte permanently terminates a paid SaaS Service without cause and the Client has prepaid for a future period that will no longer be provided, Xennobyte will provide an appropriate pro-rata refund or credit for the unused prepaid period, unless a different contractual arrangement expressly applies.

No such refund will normally be due where termination results from the Client's material breach, unlawful use or unpaid Fees.

6. Non-Refundable Items

Unless required by law or expressly agreed otherwise, the following are generally non-refundable once incurred or delivered:

• completed professional services;
• completed project milestones;
• accepted Deliverables;
• consultancy time already provided;
• customised development work already completed;
• third-party software licence costs;
• cloud infrastructure charges already incurred;
• domain name registration or renewal charges;
• hosting charges prepaid to third parties;
• messaging, SMS or API usage charges already incurred;
• payment-processing or banking costs that cannot be recovered;
• purchased certificates or specialist services;
• approved travel or project expenses;
• implementation and onboarding work already completed; and
• other third-party costs specifically incurred for the Client.

7. Payment Processing and Xendit

Online payments may be processed through Xendit, a third-party payment processor.

Where a refund is approved:

1. Xennobyte will ordinarily attempt to return the funds through the original payment channel where technically available;
2. Xendit or the relevant card issuer, bank or e-wallet provider may control the final processing timeline; and
3. the time at which funds appear in the Client's account may vary according to the relevant financial institution or payment method.

Xennobyte's expected processing period after a refund has been approved is generally 7–14 business days.

This period is an estimate for processing and does not guarantee the date on which the receiving bank, card issuer or e-wallet provider will make the refunded amount available.

Where the original payment method cannot support a refund, Xennobyte may request reasonable information to arrange another lawful refund method.

Service Tax charged under the Service Tax Act 2018 will be refunded or adjusted only to the extent required by that Act and the applicable SST rules.

8. How to Request a Refund

To request a refund, email:

[email protected]

Please include:

1. Client or company name;
2. name and contact details of the authorised requester;
3. transaction date;
4. amount paid;
5. invoice, transaction or payment reference number;
6. Service, subscription or project concerned;
7. reason for the refund request; and
8. any relevant supporting documents.

Xennobyte may request additional information to verify the payment or the authority of the requester.

9. Review and Response Time

Xennobyte aims to acknowledge and assess a properly submitted refund request within approximately 5–10 business days.

Complex requests may require additional investigation, particularly where the request involves:

• completed project work;
• a dispute over scope;
• third-party costs;
• suspected fraud;
• multiple transactions; or
• information required from a payment provider.

Xennobyte will communicate the outcome to the Client after completing its review.

Approval of one refund does not create an entitlement to future refunds in similar circumstances.

10. Approved Refund Amount

An approved refund may be:

• a full refund;
• a partial refund;
• a pro-rata refund;
• an account credit; or
• another mutually agreed adjustment.

For project cancellations, Xennobyte may first deduct or retain amounts representing:

• work already performed;
• approved milestones;
• committed resources;
• non-recoverable third-party expenses; and
• other amounts contractually payable.

Any calculation will be made reasonably and in accordance with the applicable agreement.

11. Chargebacks and Payment Disputes

If a Client believes that a payment is incorrect, unauthorised or otherwise disputed, the Client is encouraged to contact Xennobyte first at [email protected] so that the issue can be investigated promptly.

Nothing in this section prevents a Client from exercising a lawful right to dispute a transaction with its bank or payment provider.

However, initiating a chargeback for a legitimate and contractually due B2B payment without first raising the underlying issue may delay resolution and may require Xennobyte to provide relevant contractual, invoice and service-delivery records to the payment processor or financial institution.

Fraudulent or abusive chargebacks may result in suspension of affected Services where permitted by law and contract.

12. Failed or Reversed Payments

A transaction shown as pending, failed, reversed or cancelled by a bank or payment provider may not constitute a completed payment to Xennobyte.

Where payment status is unclear, Xennobyte may verify the transaction with Xendit or the relevant payment provider before processing a refund.

A customer should avoid submitting repeated payments for the same invoice while the status of an earlier payment remains pending unless instructed to do so.

13. Service Credits

For certain SaaS or managed Services, the applicable agreement or Service Level Agreement may provide service credits instead of cash refunds for particular availability or performance issues.

Any such service-credit arrangement will be governed by the applicable agreement.

14. Changes to This Refund Policy

Xennobyte may update this Policy from time to time to reflect changes in:

• products and Services;
• payment arrangements;
• business operations;
• applicable law; or
• commercial practices.

The updated Policy will display a revised "Last updated" date.

Material changes will apply prospectively unless otherwise required by law.

A refund request relating to an existing signed contract remains subject to the contractual terms applicable to that contract.

15. Contact

Refund and billing enquiries may be sent to:

XENNOBYTE TECHNOLOGIES

Trading as Xennobyte Technologies

SSM Registration No.: 202303060483 (CT0118592-M)

No. 37, Jalan Panglima Awang 35/116

Alam Impian, Section 35

40470 Shah Alam

Selangor, Malaysia

Email: [email protected]

Telephone: +6014 649 1820

Website: https://xennobyte.com