Merchant Policy Notice: This Refund & Cancellation Policy governs all software engagements, IT solution packages, and project retainer services provided by PINSEED LABS SDN. BHD.
1. Policy Overview
PINSEED LABS SDN. BHD. (Reg No: 202601028432) strives for 100% client satisfaction across all B2B IT consultancy, custom software development, cloud infrastructure setup, and managed SLA support services. We maintain clear, transparent guidelines regarding project cancellations and refund requests.
2. Order & Service Cancellation Policy
Clients may cancel an ordered IT service package or project engagement subject to the following timeline conditions:
- Cancellation Prior to Project Commencement: If a client cancels a service request within 7 calendar days of placing an online deposit and prior to the initiation of technical architecture/coding work, a 100% full refund of the deposit paid will be issued (less any non-recoverable third-party payment gateway transaction processing fees).
- Cancellation After Milestone Kick-off: Once project discovery, system architecture, or development sprint work has officially commenced, refunds will be calculated pro-rata based on completed deliverable milestones as defined in the signed Statement of Work (SOW).
- Monthly SLA Maintenance Retainers: SLA support retainers can be cancelled by providing a 30-day written notice prior to the start of the next billing cycle.
3. Refund Eligibility & Criteria
A refund request will be reviewed and approved under the following conditions:
- Non-Delivery of Agreed SLA: If PINSeed Labs fails to deliver the core functionality specified in the agreed project specifications due to technical impossibility within our control.
- Duplicate Transactions: If an online payment transaction was charged twice due to a technical glitch during Fiuu payment processing, the duplicate payment will be refunded in full immediately.
- Overpayment: Any excess amount paid above the invoiced total will be promptly refunded.
4. Non-Refundable Items & Services
The following items are strictly non-refundable once acquired or delivered:
- Third-party software licenses, API subscriptions, domain registrations, or SSL certificates purchased on behalf of the client.
- Cloud infrastructure usage costs (e.g. AWS, Azure, Google Cloud, DigitalOcean bandwidth/server charges) already incurred.
- Custom source code deliverables that have been reviewed, signed off, and accepted by the client.
5. Refund Processing Timeline & Method
Once a refund request is approved by PINSEED LABS SDN. BHD.:
- Processing Window: Approved refunds will be processed within 7 to 14 business days.
- Payment Return Method: Refund payments will be credited back directly to the original payment method used during checkout (Credit/Debit Card refund via Fiuu, or FPX Bank Transfer to the corporate bank account under the client's registered name).
- Notification: An official refund confirmation statement will be emailed to the client once the gateway transaction is completed.
6. How to Submit a Refund or Cancellation Request
To request a service cancellation or refund, please submit your written request containing your Order ID / Invoice Number and Fiuu Payment Transaction Reference to:
Finance & Compliance Department
PINSEED LABS SDN. BHD. (202601028432)
Email: billing@pinseed.com / contact@pinseed.com
Helpdesk Phone: +60 3-7721 4000 (SSM Desk Line) / Co-labs Malaysia Desk
Operating Hours: Monday – Friday, 9:00 AM – 6:00 PM (GMT+8)