Refund Policy

SUDO127 TECHNOLOGY SDN. BHD. ("we," "our," or "us") is committed to delivering high-quality technology services. This Refund Policy outlines the terms and conditions under which refunds may be issued for our services.

As a service-based technology company, our refund policy is structured around project milestones and deliverables to ensure fairness for both parties.

All projects require an upfront deposit before work commences:

• Standard Deposit: A minimum deposit of 50% of the total project value is required before project initiation.
• Purpose: The deposit secures your project slot, covers initial resource allocation, and demonstrates mutual commitment.
• Custom Arrangements: For larger projects, alternative payment schedules may be negotiated and documented in the project agreement.
• Payment Methods: We accept bank transfers, credit cards, and other agreed payment methods as specified in your project contract.

Refunds are calculated based on completed project milestones:

• Before Project Start: Full refund of deposit if cancellation occurs before any work has commenced (within 7 days of deposit payment and before resource allocation).
• During Discovery/Planning Phase: Up to 75% refund of amounts paid, minus costs incurred for completed discovery work, documentation, and planning activities.
• During Development Phase: Refund calculated proportionally based on incomplete milestones. Completed milestones are non-refundable.
• After Delivery: No refunds are available once deliverables have been accepted and deployed.

Refunds may be issued under the following circumstances:

• Service Non-Delivery: If we fail to deliver agreed-upon services or milestones within the specified timeframe (excluding delays caused by client-side factors).
• Quality Issues: If delivered work significantly deviates from agreed specifications and cannot be remediated within a reasonable timeframe.
• Project Cancellation: If either party terminates the project according to the terms outlined in the project agreement.
• Mutual Agreement: Any other circumstances where both parties agree that a refund is appropriate.

The following are generally non-refundable:

• Completed Milestones: Work that has been completed, delivered, and accepted by the client.
• Third-Party Costs: Expenses for third-party services, licenses, hosting, domain registrations, or software purchased on your behalf.
• Consulting Hours: Time spent on consultations, meetings, and advisory services that have already been rendered.
• Custom Development: Bespoke code, designs, or solutions created specifically for your project once delivered.
• Rush or Priority Fees: Additional charges for expedited delivery or priority scheduling.

To request a refund:

• Step 1: Submit a refund request through our support page with your project details and reason for the request.
• Step 2: Our team will review your request within 5 business days and assess the completed milestones and work delivered.
• Step 3: We will provide a detailed breakdown of refundable and non-refundable amounts based on project progress.
• Step 4: Upon agreement, refunds will be processed within 14 business days to the original payment method.

If you disagree with our refund assessment:

• We encourage open dialogue to resolve any disputes amicably.
• A senior team member will review disputed cases and provide a final determination.
• For unresolved disputes, mediation or arbitration under Malaysian law may be pursued.

For ongoing subscription or retainer-based services:

• Monthly Services: Cancellation must be submitted at least 30 days before the next billing cycle. No refunds for the current billing period.
• Annual Plans: Pro-rated refunds may be available for unused months, minus any discounts applied for annual commitment.
• Support Packages: Unused support hours do not carry over and are non-refundable unless otherwise specified in your agreement.

In cases of force majeure (natural disasters, pandemics, government actions, or other circumstances beyond our control), we will work with you to find a fair resolution, which may include project postponement, scope adjustment, or partial refunds based on work completed.

For refund inquiries or to submit a refund request, please contact us:

• Website: www.sudo127.com/support
• Company: SUDO127 TECHNOLOGY SDN. BHD.
• Registration: 202501016168 (1617582-D)