Refund Policy

Refund & Cancellation Policy

Effective date: 26 September 2025

This Refund & Cancellation Policy explains how refunds, cancellations and credits work for services purchased from CiptaNiaga Solutions (business automation workflows and related implementation services). By placing an order, you agree to this Policy together with our Terms & Conditions and Privacy Policy.

Quick Summary

  • Before kickoff (no work has started): Full refund to the original payment method, minus payment processor fees (if any).
  • After kickoff (work has started): Fees are non-refundable, but any unused portion may be credited or transferred to another package within 30 days.
  • Scheduling: You may reschedule the onboarding/setup call once without charge if you give at least 24 hours’ notice.
  • Delivery issues: If we cannot deliver the agreed scope and you choose to stop, we will provide a fair pro-rated refund or credit based on work completed.
  • Processing time: Approved refunds are issued within 5–14 business days in MYR to the original payment method.

1) Definitions

  • Kickoff: The earlier of (a) the scheduled onboarding/setup call, or (b) when we receive credentials and begin configuration, mapping or development work.
  • Work completed: Time already spent on discovery, design, mappings, connectors, automation steps, testing and documentation.

2) Eligibility for Refunds

  • Pre-kickoff cancellations: Eligible for a full refund minus payment gateway fees (if charged by your bank or the processor).
  • Post-kickoff cancellations: Non-refundable. We may offer a pro-rated credit for unused scope or allow transfer to another package within 30 days.
  • Digital deliverables (workflows, mappings, scripts, documents) provided to you are non-returnable once delivered or accessed.

3) Change of Scope

If your requirements change after purchase, we will confirm a revised scope and timeline. Price differences are charged or credited accordingly. Scope reductions after kickoff are treated as cancellations of the reduced items and follow the rules above.

4) Delivery Delays & Failed Access

  • If we cannot start or continue due to missing access/approvals/credentials from your side, the timeline shifts accordingly; fees remain non-refundable after kickoff.
  • If we cannot deliver the agreed scope for reasons under our control, you may request a pro-rated refund or credit.

5) How to Request a Refund or Cancellation

  • Submit a request via our Contact Us page or WhatsApp/Call 013-373 2371.
  • Include your order number, company name and reason for the request.
  • We will confirm eligibility and next steps within 2 business days.

6) Refund Method & Timing

  • Refunds are issued in MYR to the original payment method (e.g., FPX, card, e-wallet).
  • Processing typically takes 5–14 business days; your bank or provider may need additional time to post the funds.

7) Chargebacks

If you initiate a chargeback while we are actively resolving an issue, we may suspend work until the dispute is settled. We encourage contacting us first so we can investigate and resolve quickly.

8) Contact Details

CiptaNiaga Solutions
SSM: 202503074035 (KT0587790-D)
LOT 8047, Tingkat 1, Bandar Satelit Islam Pasir Tumboh, 16150 Kota Bharu, Kelantan
Tel: 013-373 2371

Ringkasan Polisi (BM)

Sebelum kickoff (kerja belum bermula): Bayaran balik penuh ke kaedah pembayaran asal, tolak fi pemproses (jika ada). Selepas kickoff: Tidak boleh dipulangkan, tetapi baki yang belum digunakan boleh dikreditkan atau dipindahkan ke pakej lain dalam 30 hari. Bayaran balik yang diluluskan akan diproses dalam 5–14 hari bekerja.