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    LEGAL

    Refund & Cancellation Policy

    Last Updated: December 8, 2025

    Effective Date: December 8, 2025

    Entity: Systems R Sdn Bhd (1661269-U)

    This Refund Policy ("Policy") outlines the terms and conditions governing refunds and cancellations for products and services offered by Systems R Sdn Bhd operating as Systems Ninjas ("Company," "we," or "us").

    IMPORTANT NOTICE:

    By purchasing our services, you acknowledge that you are entering into this agreement for Business/Commercial purposes. As such, you explicitly waive any consumer "cooling-off periods" or rights to return typically afforded to B2C consumers under the Consumer Protection Act 1999 (Malaysia) or similar international consumer laws.

    1. SUMMARY OF REFUND ELIGIBILITY

    To ensure clarity, here is a summary of our refund positions by product type. Please read the detailed sections below for full context.

    Product/ServiceRefund EligibilityCondition
    Setup & Onboarding FeesNON-REFUNDABLEImmediate access to IP (Snapshots/Blueprints) voids refund rights.
    Monthly SubscriptionsNON-REFUNDABLEYou may cancel anytime, but no pro-rated refunds for partial months.
    Annual SubscriptionsCONDITIONALRefundable within 7 days only if no proprietary assets were downloaded/cloned.
    Consulting / Hourly WorkNON-REFUNDABLETime spent by our team is final and non-recoverable.
    WhatsApp/Telco CreditNON-REFUNDABLECredits paid to communication APIs are pass-through and cannot be refunded.

    2. SETUP FEES & INTELLECTUAL PROPERTY (STRICT NO-REFUND)

    2.1 The "Digital Unlock" Principle

    Our services involve the immediate provisioning of proprietary "Snapshots," automation workflows, and "Blueprints" (Intellectual Property). Once our team has:

    1. Provisioned your account, OR
    2. Loaded our Snapshots/Workflows into your sub-account, OR
    3. Provided you with login credentials...

    ...the service is deemed "delivered" and "consumed." Because digital intellectual property cannot be "returned" (you cannot un-see or un-learn our automations), ALL Setup Fees, Implementation Fees, and Onboarding Fees are strictly non-refundable without exception.

    3. SUBSCRIPTION CANCELLATION POLICY

    3.1 "Cancel Anytime" Mechanism

    You are not bound by long-term contracts (unless on an Annual Plan). You may cancel your subscription at any time.

    • Notice Period: To prevent a renewal charge, you must submit a cancellation request at least 48 hours prior to your next billing date.
    • How to Cancel: You must submit a request via our Support Email or use the "Cancel Subscription" button inside your account billing settings. Sending a WhatsApp message to a support agent is NOT a valid cancellation method.

    3.2 Effect of Cancellation

    • Access: You will retain access to the platform until the end of your current paid billing cycle.
    • No Partial Refunds: We do not offer pro-rated refunds for "unused time." If you cancel on day 2 of your billing cycle, you will have access for the remaining 28 days, but you will not receive a refund for those days.

    3.3 The "Use It or Lose It" Clause

    We do not monitor your login activity. It is your sole responsibility to manage your subscription.

    • Forgotten Subscriptions: We DO NOT provide refunds for "forgotten" subscriptions where you failed to cancel but did not use the service for several months.

    4. WHATSAPP & THIRD-PARTY LIABILITY (CRITICAL)

    4.1 Account Bans & Restrictions

    As stated in our Terms of Service, your use of WhatsApp/Meta messaging APIs is subject to their strict Acceptable Use Policies.

    • No Refund for Bans: If Meta, WhatsApp, or Twilio bans your phone number or account due to spamming, policy violations, or low quality ratings, you are NOT eligible for a refund of any fees paid to us.
    • We are not responsible for your loss of business or data resulting from such third-party bans.

    4.2 Usage Credits (Telephony & AI)

    Your subscription may come with a monthly allowance of credits, or you may purchase "Top-Up" credits for usage-based services.

    • Non-Refundable: Funds added to your account for SMS, WhatsApp, Email, or AI Tokens are paid directly to third-party infrastructure providers. These balances are strictly non-refundable and non-transferable, even if you cancel your subscription.
    • AI Cost Pass-Through: You acknowledge that features utilizing Generative AI consume "tokens." The cost of these tokens is deducted from your credit balance.
    • No Rollover: Unless explicitly stated in your specific plan, unused monthly credit allowances do not roll over to the next month.

    5. SERVICE UNAVAILABILITY EXCEPTION

    In the rare event that the Systems Ninjas platform is completely unavailable due to technical issues on our end (excluding third-party outages) for a period exceeding 72 consecutive hours, you may be eligible for a pro-rated credit for the period of unavailability. This is the sole remedy for service downtime.

    6. CHARGEBACKS & DISPUTE FRAUD

    We take "friendly fraud" (initiating a chargeback after receiving services) very seriously.

    6.1 Dispute Fee

    By agreeing to this policy, you acknowledge that initiating a credit card chargeback or payment dispute for a purchase that does not qualify for a refund under this Policy constitutes a breach of contract.

    • Penalty: You agree to pay a Dispute Administration Fee of USD $250.00 (or MYR equivalent) to cover our administrative costs and legal fees in fighting the invalid dispute.
    • Collection: We reserve the right to send this debt to third-party collections agencies and report the unpaid debt to credit bureaus.

    7. CONTACT US FOR BILLING ISSUES

    If you believe a billing error has occurred, please contact us before contacting your bank. We are happy to resolve genuine errors (e.g., double charges).

    Systems R Sdn Bhd
    Email: info@systemsninjas.com
    Billing Support Hours: Mon-Fri, 9:00 AM - 6:00 PM (GMT+8)