01What you are buying
Our products are software subscriptions delivered online. Fees are paid annually in advance for a twelve-month term. Delivery is the activation of your account: for a subscription activated on payment, access is opened automatically the moment our payment provider confirms payment, normally within minutes; for a subscription activated on invoice, access is opened when the account is created, before payment. Nothing is shipped.
02The general rule
Because a term begins the moment your account is active and the full year of service is made available at once, Fees paid for a term are not refundable once that term has started, except in the cases in section 3. Please satisfy yourself that a product suits your operations before you subscribe; we are glad to give a demonstration.
03When we refund
We refund in these cases:
- We discontinue the product. We give at least 90 days' notice and refund the Fees for the unused part of your current term, pro-rated by day.
- We cannot deliver. If a subscription activated on payment is not accessible within one Business Day of confirmed payment, and we cannot restore access within five Business Days of you telling us, you may cancel and receive a full refund of that payment.
- Duplicate or excess payment. If the same invoice is paid twice, or more than the invoiced amount is received, we refund the excess in full.
- Payment against a voided invoice. If a payment arrives for an invoice we have voided or replaced, we either apply it to the replacement invoice, at your choice, or refund it in full.
- Intellectual-property termination. If we terminate your subscription under the indemnity clause of the Terms because of a third-party claim, we refund the Fees for the unused part of the term, pro-rated by day.
- Where the law requires it. Where you are a consumer under the Consumer Protection Act 1999, nothing here limits a right that Act gives you.
04When we do not refund
We do not refund, in whole or in part, for:
- a change of mind after the term has started;
- seats or scope you did not use;
- a move to a smaller plan part-way through a term, which takes effect at renewal instead;
- days on which your account was suspended for non-payment;
- users you deactivated;
- not using the product;
- problems with your own devices, internet connection or personnel; or
- termination by us for your breach of the Terms.
An upgrade invoice that you no longer want is simply voided if it is unpaid. Once an upgrade invoice is paid and the larger scope has been made available, it is not refundable.
05Cancelling instead of refunding
You may cancel any subscription with effect from the end of its current term by writing to us before the renewal invoice falls due. You then keep full access until the term ends and receive no further invoice. A renewal invoice that has been issued but not yet paid is voided on cancellation.
06How to request a refund
Email matrix@matrixapex.com.my from your company address with the invoice number, your company name and the reason, within 30 days of the event giving rise to the request. We acknowledge within one Business Day and decide within five Business Days. We may ask for information needed to verify the request.
07How refunds are paid
An approved refund is returned to the original payment method through our payment provider within 14 Business Days of approval. Card issuers, banks and e-wallet operators may take further days to show the credit, which is outside our control. We do not pay refunds in cash or to a different account. Service Tax charged on the refunded amount is refunded with it. Pro-rated refunds are calculated on the annual Fee for the plan divided by 365 and multiplied by the whole days remaining in the term after the effective date.
08Chargebacks
If you believe a payment is wrong, please contact us before raising a dispute with your bank; most matters are resolved within days. A chargeback raised while an invoice is genuinely due is treated as an unpaid invoice under the Terms and may lead to suspension of the account until it is resolved.
09Changes to this policy
We may update this policy. Changes are published at matrixapex.com.my/refund-policy with a new version and effective date and apply to payments made after that date.
10Contact
Matrix Apex Sdn. Bhd., 11A, Jalan Puchong Permai 2, Taman Puchong Permai, 47100 Puchong, Selangor. Email matrix@matrixapex.com.my. Contact +60 3-5892 6806