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Return and Refund Policy

Last Updated: November 20, 2024

This Return and Refund Policy outlines the terms and conditions for refunds and cancellations for services provided by EASYWAY MANAGEMENT SERVICES. We are committed to customer satisfaction while maintaining fair business practices.

1. General Refund Policy

1.1 Service Categories

Our services fall into different categories, each with specific refund terms:

• Subscription Services: Monthly or annual subscriptions to our tools and platforms
• One-Time Services: Single-use tools or calculations (e.g., invoice generation, form processing)
• Data Services: Information retrieval and verification services (e.g., SSM checks, TIN verification)
• Downloadable Tools: Bill downloaders and utility services

2. Subscription Services Refund Policy

2.1 Free Trial Period

If a free trial is offered:

• You may cancel at any time during the trial period without charge
• Cancellation must be completed before the trial period ends to avoid charges
• Once the trial ends and payment is processed, standard refund terms apply

2.2 Monthly Subscriptions

• Refunds are available within 7 days of initial purchase only
• Refund requests must be submitted before substantial use of the service
• Renewal payments are non-refundable
• Pro-rated refunds are not provided for partial month usage

2.3 Annual Subscriptions

• Refunds are available within 14 days of initial purchase
• Refund requests must be submitted before substantial use of the service
• After 14 days, no refunds will be provided
• Renewal payments are non-refundable
• Pro-rated refunds are not provided for unused portions of the subscription period

2.4 Substantial Use Definition

"Substantial use" includes, but is not limited to:

• Generating more than 5 invoices or calculations
• Processing payroll for any period
• Downloading more than 10 bills or documents
• Conducting more than 10 searches or verifications
• Exporting data or reports

3. One-Time Services

3.1 Invoice Generation and Form Processing

• Services are non-refundable once the invoice or form is generated
• If technical errors prevent service delivery, full refund will be provided
• Errors in data input by the user do not qualify for refunds

3.2 Calculation Services

• Hire purchase and financial calculations are non-refundable once results are displayed
• If calculation results are proven to be technically inaccurate due to system error, refund or recalculation will be provided

4. Data and Verification Services

4.1 SSM Checks and TIN Verification

• These services are non-refundable once the search is completed
• Results showing "not found" or "invalid" do not qualify for refunds
• If the service fails to execute due to technical issues, full refund will be provided

4.2 Third-Party Data Services

• Services that retrieve data from government or third-party sources (SSM, LHDN, TNB, SADA) are non-refundable
• We are not responsible for the accuracy of data provided by third-party sources
• If our system fails to retrieve available data, refund will be provided

5. Conditions for Refund Eligibility

5.1 Eligible Reasons for Refund

Refunds may be granted for the following reasons:

• Technical malfunction preventing access to purchased services
• Service not delivered as described
• Duplicate payment processing
• Unauthorized or fraudulent charges
• Service unavailability for extended periods (more than 72 hours)

5.2 Non-Eligible Reasons for Refund

Refunds will NOT be granted for:

• Change of mind after service delivery
• User error in data input
• Lack of understanding of service features
• Third-party service unavailability (government portals, utility companies)
• Results that don't meet user expectations when service was delivered correctly
• Failure to cancel subscription before renewal date
• Account suspension due to Terms of Service violations

6. Refund Request Process

6.1 How to Request a Refund

To request a refund, you must:

1. Submit a refund request through our admin contact within the eligible refund period
2. Provide your transaction details (order number, date of purchase, amount paid)
3. Clearly state the reason for your refund request
4. Provide supporting documentation if applicable (screenshots, error messages)

6.2 Refund Review Process

• All refund requests will be reviewed within 5-7 business days
• We may request additional information to process your refund
• You will be notified of the approval or rejection of your refund request
• If rejected, we will provide a detailed explanation

6.3 Refund Processing Time

Once approved:

• Refunds will be processed within 10-14 business days
• Refunds will be issued to the original payment method
• Bank processing times may vary (typically 5-10 business days after we process the refund)
• You will receive a confirmation email once the refund is processed

7. Cancellation Policy

7.1 Subscription Cancellation

• You may cancel your subscription at any time through your account settings
• Cancellation will take effect at the end of the current billing period
• You will retain access to services until the end of the paid period
• No refunds will be provided for the remaining period after cancellation

7.2 Service Cancellation Before Delivery

• One-time services can be cancelled before processing begins for a full refund
• Once processing has started, cancellation is not possible

8. Chargebacks and Disputes

8.1 Dispute Resolution

Before initiating a chargeback with your payment provider, please contact us to resolve the issue. Chargebacks may result in:

• Immediate suspension of your account and services
• Additional fees to cover chargeback processing costs
• Termination of access to all services

8.2 Fraudulent Chargebacks

Initiating a chargeback for services properly delivered is considered fraud. We reserve the right to:

• Pursue legal action for recovery
• Report fraudulent activity to relevant authorities
• Permanently ban the user from our services

9. Service Credits

9.1 Alternative to Refunds

In some cases, we may offer service credits as an alternative to monetary refunds:

• Credits can be used for future purchases on our platform
• Credits are non-transferable and non-refundable
• Credits expire 12 months from the date of issue

10. Technical Issues and Service Outages

10.1 Planned Maintenance

• Scheduled maintenance does not qualify for refunds or service credits
• We will provide advance notice of planned maintenance whenever possible

10.2 Unplanned Outages

• Short-term outages (less than 24 hours) do not qualify for refunds
• Extended outages (more than 72 hours) may qualify for pro-rated refunds or service credits
• Third-party service outages (government portals, utility companies) do not qualify for refunds

11. Special Circumstances

11.1 Exceptional Cases

In exceptional circumstances not covered by this policy, refund decisions will be made at the sole discretion of EASYWAY MANAGEMENT SERVICES management. Factors considered include:

• Length of relationship with the customer
• Nature and severity of the issue
• Customer's history and usage patterns
• Technical feasibility of resolution

12. Malaysian Consumer Protection

This policy operates in accordance with the Consumer Protection Act 1999 of Malaysia. Your statutory rights as a consumer are not affected by this policy. If you believe your consumer rights have been violated, you may contact:

• Tribunal for Consumer Claims Malaysia (TCCM)
• Ministry of Domestic Trade and Cost of Living
• For claims up to RM50,000

13. Modifications to This Policy

We reserve the right to modify this Return and Refund Policy at any time. Changes will be effective immediately upon posting on our website. The "Last Updated" date at the top of this policy indicates when it was last revised. Continued use of our services after any changes constitutes acceptance of the modified policy.

14. Contact Information

For refund requests or questions about this policy, please contact us:

• Company: EASYWAY MANAGEMENT SERVICES
• Contact Method: Through admin contact on our website
• Response Time: We aim to respond to all inquiries within 2-3 business days

15. Acknowledgment

By using our services and making purchases, you acknowledge that you have read, understood, and agree to this Return and Refund Policy. If you do not agree with this policy, please do not use our services.