Refund & Cancellation Policy

1. Purpose

This policy explains how cancellations and refunds are handled for services provided by Quantiva System Technology (“Quantiva”). Where a signed agreement contains different terms, that agreement prevails.

2. Nature of Our Services

Our work is bespoke professional service delivered over time: discovery, design, development, integration, automation and support. Effort is consumed as the work progresses and generally cannot be returned or resold, which is reflected in the terms below.

3. Deposits and Project Fees

• Project deposits reserve delivery capacity and cover initial discovery, planning and architecture work. Deposits are non-refundable once that work has commenced.
• If a project is cancelled after commencement, fees are payable for work completed and for costs already committed on the client's behalf up to the cancellation date.
• Any amount paid in advance beyond completed work and committed costs is refunded.

4. Milestone-Based Engagements

For milestone-based projects, each approved milestone is treated as delivered work and is not refundable. Cancellation takes effect at the end of the current milestone unless both parties agree otherwise.

5. Subscriptions and SaaS Fees

• Monthly subscriptions may be cancelled with written notice before the next billing date.
• Cancellation stops future billing; fees for the current period are not refunded.
• Annual plans, where offered, may be cancelled for the following term and are not refunded mid-term unless stated otherwise in the agreement.

6. Hosting, Cloud and Maintenance

Hosting, cloud and maintenance fees cover a service period and third-party infrastructure costs incurred during that period. They are not refundable for periods already served. Cancellation takes effect at the end of the current period, after which hosting, monitoring and support cease.

7. Third-Party Costs

Licences, domains, gateway fees, app store fees, AI usage charges and other third-party costs are governed by the relevant provider's terms and are not refundable by Quantiva once purchased or consumed.

8. Delays

• Where delivery is delayed by Quantiva, we will agree a revised schedule and, where appropriate, a remedy such as additional resourcing at no extra cost.
• Where a project is delayed by outstanding client information, approvals or access for an extended period, we may reschedule delivery and revise fees to reflect the change.

9. Defects and Rework

Deliverables that do not meet the agreed written specification are corrected at no additional cost within the agreed warranty period. Rework is our primary remedy for specification defects; refunds are considered only where correction is not reasonably possible.

10. How to Request a Cancellation or Refund

• Send a written request to [add your email address] stating the project or subscription, the reason and the requested outcome.
• We acknowledge requests within 5 business days.
• Approved refunds are issued to the original payment method within 14 business days of approval.

11. Chargebacks

Please contact us before initiating a chargeback so we can resolve the matter directly. Chargebacks raised without prior discussion may result in suspension of active services pending resolution.

12. Contact

Quantiva System Technology — [add your email address], [add your phone number], [add your business address], Malaysia.