Last updated: April 17, 2026

Refund Policy

This Refund Policy describes the circumstances under which Edocpos Sdn.Bhd (“Company”, “We”, “Us”, or “Our”) will issue refunds for products, digital goods, or services purchased via Our Website or related services. This policy applies to all customers (“You”, “Your”) engaging with Our business. By making a purchase or using Our Service, You agree to the terms outlined below.

We value your satisfaction, but due to the nature of certain digital and professional services, refund eligibility is limited. Please read this policy carefully before making any payment.

Interpretation and Definitions

Interpretation

The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.

Definitions

For the purposes of this Refund Policy:

• Company (referred to as “We”, “Us” or “Our”) refers to Edocpos Sdn.Bhd, Lot 1 & 2, 1st Floor, Block P, One Avenue, 9, Bandar Utama, 90000 Sandakan, Sabah, Malaysia.
• Service refers to the Website, any digital product, consulting, software, cybersecurity services, or any offering provided by the Company.
• Website refers to Edoc HR, accessible from https://edochr.edocpos.com.
• You means the individual accessing or purchasing the Service, or the legal entity on behalf of which such individual is acting.
• Digital Product means any downloadable content, software license, template, e-document, cybersecurity tool, or intangible asset delivered electronically.
• Professional Service means custom development, consultation, audit, support retainers, or any time-based work performed by Our team.

Refund Policy for Digital Products & Software Licenses

Due to the inherent nature of digital goods and intangible software licenses, all sales of digital products are considered final and non-refundable. Once a digital product has been delivered (e.g., download link issued, license key provided, or software accessed), the transaction is complete. We do not offer refunds or exchanges for change of mind, compatibility issues (unless otherwise stated in product specifications), or accidental purchases.

If a digital product is found to be defective or does not function as described in its official documentation, We will work with You to resolve the issue. If We cannot resolve the issue within a reasonable time, We may, at Our sole discretion, issue a partial or full refund. Please contact Us within 7 days of purchase for technical defect claims.

Professional Services & Custom Work

For services such as website development, cybersecurity audits, IT consulting, software customization, or any service billed on a project or hourly basis:

• Deposits / Advance payments: Any deposit or upfront payment required to initiate work is non-refundable. This covers administrative costs and initial resource allocation.
• Milestone payments: Payments made upon completion of defined milestones are non-refundable once the milestone has been delivered and approved by You.
• Unsatisfied with work in progress: If You are dissatisfied with the progress of a service, You must notify Us in writing. We will attempt to rectify the issue. If termination is requested before project completion, a refund may be considered on a case-by-case basis, less the value of work already performed (calculated at Our standard hourly rate of RM 180/hour or a proportionate fee based on project completion).
• Completed services: No refunds are issued for services that have been fully delivered, deployed, or signed off.

Physical Goods (if applicable)

In the event that Edocpos Sdn.Bhd sells physical items (hardware, printed reports, branded merchandise):

• You may request a return within 7 calendar days of receiving the item.
• The item must be unused, in original packaging, and in the same condition as received.
• Return shipping costs are borne by the customer, unless the item arrived damaged or defective.
• After inspection, refunds (excluding original shipping fees) will be processed within 14 business days to the original payment method.

Subscription Services & Recurring Payments

For ongoing subscriptions (e.g., monthly support retainers, SaaS cybersecurity tools):

• You may cancel your subscription at any time via your account dashboard or by contacting us.
• No refunds for partial months or unused periods will be provided. Cancellation will take effect at the end of the current billing cycle.
• Annual subscriptions: refunds for unused full months may be considered on a pro-rata basis, less a 10% administrative fee, provided the request is made within 30 days of the renewal date.

Non-Refundable Items & Exceptions

The following are strictly non-refundable under any circumstances:

• Domain name registrations, renewals, or transfers.
• Third-party software licenses purchased on Your behalf (e.g., cPanel licenses, SSL certificates).
• Setup fees, onboarding fees, or expedited delivery charges.
• Services or products marked as “final sale” or discounted by 50% or more.
• Consulting calls or advisory sessions after they have been delivered.

Chargebacks & Payment Disputes

If You initiate a chargeback or payment dispute with Your bank or credit card provider without first contacting Us to resolve the issue, We reserve the right to suspend or terminate Your access to all Services immediately. In the event that a chargeback is reversed or unsuccessful, You agree to reimburse Us for all associated fees, including bank penalties, third-party dispute fees, and an administrative fee of RM 100. Additionally, We may refuse future service to any client with an unresolved chargeback history.

How to Request a Refund (Eligible Cases Only)

To request a refund for any eligible purchase (e.g., defective digital product, service dispute, or physical return), please follow the procedure below:

• Send an email to: laputalandsb@gmail.com (or call 60107737564)
• Subject line must read: “Refund Request – [Order Number / Invoice ID] – [Your Full Name]”
• Include the following details:
  • Date of purchase and payment method.
  • Description of the product/service and the reason for the request.
  • Supporting evidence (screenshots, error logs, communication records).
• Our team will acknowledge receipt within 3 business days and provide a final decision within 14 business days.

Approved refunds will be processed back to the original payment method. Depending on your financial institution, it may take 5–10 business days for the credit to appear.

Late or Missing Refunds (for approved cases)

If You have been approved for a refund and have not received it within the stated timeframe:

• First, check your bank account or credit card statement again.
• Contact your credit card company or bank, as there is often processing time before a refund is posted.
• If you have done all of the above and still have not received your refund, please contact us at laputalandsb@gmail.com with the subject “Refund Follow-up”.

Changes to This Refund Policy

We reserve the right to update or modify this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting on this page, and the “Last updated” date at the top of this policy will be revised. Your continued use of the Service or making a purchase after any such changes constitutes your acceptance of the new Refund Policy. We encourage You to review this policy periodically.

Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of Malaysia, and any disputes arising under or in connection with this policy shall be subject to the exclusive jurisdiction of the courts located in Sabah, Malaysia.

Contact Us

If you have any questions about this Refund Policy, need clarification about eligibility, or wish to initiate a refund request, please contact us using the details below:

• By email: laputalandsb@gmail.com
• By phone: 60107737564
• By mail: Edocpos Sdn.Bhd, Lot 1 & 2, 1st Floor, Block P, One Avenue, 9, Bandar Utama, 90000 Sandakan, Sabah, Malaysia.

This Refund Policy was generated to align with Our operational practices and may be updated from time to time. For any disputes, the terms herein prevail.