Delivery & Refund Policy

1. Who this applies to

This policy applies to everything purchased from Systems Ninjas, a brand of Systems R Sdn Bhd (Reg. No. 202501059863 / 1661269-U), a company incorporated in Malaysia. It sits alongside our Terms of Use and any written agreement or statement of work we sign with you. Where a signed agreement and this policy differ, the signed agreement governs.

2. What we deliver, and how

We sell digital services. Nothing is physically shipped. There are no couriers, no tracking numbers, and no delivery addresses. Every service is delivered electronically, into accounts and systems that you own and control.

In practice, delivery means one or more of the following:

• Configuration inside your own platform accounts — automations, bots, workflows and dashboards built into the systems your business runs on.
• Websites and pages published to a domain you own, or to a domain we host for you as part of your plan.
• Ongoing service — monitoring, support, optimisation and reporting for as long as your subscription is active.

Delivery timeframes

Setup and build work begins once your setup fee is received and we have the access and information we need from you. Typical build times are agreed in writing before you pay, and are stated in your scope of work.

Where a build depends on something only you can provide — account access, brand assets, content, approvals, or a decision — the timeline pauses until we have it. We will tell you when that happens and what is outstanding.

3. Your subscription

Monthly fees are billed in advance. Your first monthly fee starts when your system goes live, not when you sign. It then recurs monthly on that same date until you cancel.

Setup and build fees are one-time and are charged before work begins.

4. Cancellation

You can cancel a monthly plan at any time by giving us 30 days' written notice, subject to any minimum commitment agreed in writing. Email is fine — see section 8.

When you cancel:

• Your service continues to the end of the notice period, and then stops.
• The current month's fee is not refunded, because the service for that month has been provided.
• You are not billed again after the notice period ends.
• Anything hosted in your own accounts stays yours. We will tell you plainly what depends on our hosting and what does not, so nothing goes dark without warning.

5. Refunds

We would rather fix a problem than keep money for work that did not land. This section says exactly when a refund is available.

Before work begins

If you have paid a setup or build fee and we have not yet started work, you can cancel for a full refund of that fee.

After work begins

Once a build is underway, the setup fee is refundable in proportion to the work not yet performed. We will show you what has been done and what that leaves. Work already completed and delivered is not refunded.

If what we delivered does not match what we agreed

If a delivered system materially fails to do what your written scope of work says it will do, tell us within 14 days of delivery. We will fix it at no charge. If we cannot make it match the agreed scope within a reasonable period, you are entitled to a refund of the fees paid for the affected module. This remedy is available to you regardless of anything else in this policy.

Monthly fees

Monthly fees cover a service that has already been provided for that period, so they are not refunded retrospectively. If the service was materially unavailable through our fault for a sustained period, contact us and we will agree a fair credit or refund for the affected time.

What is not refundable

• Third-party costs already spent on your behalf — advertising spend, messaging credits, domain registrations, and platform or software licence fees paid to another provider.
• Work completed and delivered in line with an approved scope, where you have simply changed your mind about wanting it.
• Fees for a period during which the service was available and working.

How to request a refund

Email us at [email protected] with your business name and what went wrong. We will respond within 5 business days. Approved refunds are returned to the original payment method within 14 business days. Your bank or card issuer may take a few days more to show it.

6. Billing problems and disputes

If you think you have been charged incorrectly, contact us first — we will look at it and correct any genuine error quickly. Raising it with us directly is almost always faster than a card dispute, and it means we can actually fix the underlying cause.

7. Liability

Nothing in this policy removes a remedy from you entirely. Our overall liability is limited as set out in our Terms of Use and in any signed agreement, rather than excluded — under Malaysian law a clause that completely excludes liability can be void, and we do not attempt one. Nothing here limits any liability that cannot lawfully be limited.

8. Contact us

Systems Ninjas — a brand of Systems R Sdn Bhd
E-15-06, Bangsar Trade Centre, Plaza Pantai, No. 5, Jalan 4/83A, Off Jalan Pantai Baharu, 59200 Kuala Lumpur, Malaysia
Email: [email protected]
Phone / WhatsApp: +60 11-1144 1564

9. Governing law

This policy and any dispute arising out of it are governed by the laws of Malaysia, and you agree to the jurisdiction of the Malaysian courts.

10. Changes to this policy

We may update this policy from time to time. When we do, we will revise the date at the top of this page. The version in force when you paid is the version that applies to that purchase.

Systems Ninjas is a brand of Systems R Sdn Bhd. This policy covers purchases made from us directly. It is separate from, and does not override, the terms of any individual agreement or statement of work we have signed with you.