Last Updated: June 3, 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 through our website or related services. This policy applies to all customers (“You” or “Your”) who do business with us. By making a purchase or using our Service, you agree to the following terms.

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

Words with initial capital letters have meanings defined under the following conditions. These definitions shall have the same meaning regardless of whether they appear in singular or plural form.

Definitions

For the purposes of this Refund Policy:

• Company (referred to as “We”, “Us”, or “Our”) refers to Edocpos Sdn.Bhd (Registration Number: 202101017564), Lot 1 & 2, 1st Floor, Block P, One Avenue, 9, Bandar Utama, 90000 Sandakan, Sabah, Malaysia.
• Service refers to the website, any digital products, consulting, software, cybersecurity services, or any products provided by the Company.
• Website refers to the Arkcloudant Official Website (domain to be confirmed).
• You means the individual accessing or purchasing the Service, or the legal entity on behalf of which such individual is acting.
• Digital Products means any downloadable content, software licenses, templates, electronic documents, cybersecurity tools, or intangible assets delivered electronically.
• Professional Services means custom development, consulting, auditing, support retainers, or any time-based work performed by our team.

Digital Products and Software License Refund Policy

Given 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 provided, license key issued, or software accessed), the transaction is complete. We do not offer refunds or exchanges for change of mind, compatibility issues (unless otherwise stated in the product specifications), or mistaken purchases.

If a digital product is found to be defective or fails to operate as described in its official documentation, we will work with you to resolve the issue. If we are unable to resolve the issue within a reasonable time, we may, at our sole discretion, issue a partial or full refund. For technical defect claims, please contact us within 14 days of purchase.

Professional Services and Custom Work

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

• Deposits / Prepayments: Any deposit or prepayment required to commence work is non-refundable. This covers administrative costs and initial resource allocation.
• Milestone Payments: Payments made upon completion of specific milestones are non-refundable once the milestone has been delivered and approved by you.
• Dissatisfaction with Work in Progress: If you are dissatisfied with the progress of the Service, you must notify us in writing. We will attempt to resolve the issue. If termination is requested before project completion, refunds may be considered on a case-by-case basis, subject to deduction of the value of work already completed (calculated at our standard hourly rate of RM 180/hour, or based on the percentage of project completion).
• Completed Services: No refunds will be issued for services that have been fully delivered, deployed, or accepted.

Physical Goods (If Applicable)

If Edocpos Sdn.Bhd sells physical items (hardware, printed reports, branded merchandise):

• You may request a return within 7 calendar days of receiving the item.
• Items must be unused, in original packaging, and in the same condition as received.
• Return shipping costs are borne by the customer (using trackable shipping), unless the item was damaged or defective upon delivery.
• Return Address: Edocpos Sdn.Bhd, Lot 1 & 2, 1st Floor, Block P, One Avenue, 9, Bandar Utama, 90000 Sandakan, Sabah, Malaysia. Please mark “Attention: Returns Department”.
• Upon inspection, refunds (excluding original shipping fees) will be processed within 14 business days via the original payment method.

Subscription Services and 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 are provided for partial months or unused periods. Cancellation will take effect at the end of the current billing cycle.
• Annual Subscriptions: If a cancellation request is made within 30 days of the renewal date, we will refund the unused full months on a pro-rata basis, less a 10% administrative fee on the remaining amount. (This applies to renewals; pro-rata refunds
  do not apply to the first year of a new subscription.)

Non-Refundable Items and Exceptions

The following items are strictly non-refundable under any circumstances:

• Domain name registration, renewals, or transfers.
• Third-party software licenses purchased on your behalf (e.g., cPanel licenses, SSL certificates).
• Setup fees, onboarding fees, or expedited delivery fees.
• Services or products marked as “final sale” or discounted by 50% or more.
• Already delivered consultation calls or advisory meetings.

Chargebacks and Payment Disputes

If you initiate a chargeback or payment dispute with your bank or credit card issuer without first contacting us to resolve the issue, we reserve the right to immediately suspend or terminate your access to all Services. If the chargeback is reversed or unsuccessful, you agree to reimburse us for all related costs, including bank penalties, third-party dispute fees, and an administrative fee of RM 100. Furthermore, we may refuse future service to any customer with an unresolved chargeback record.

How to Request a Refund (Qualifying Cases Only)

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

• Send an email to: support@arkcloudant.com (or call 601110684558 / 601110804558)
• The email subject line must read: “Refund Request – [Order Number/Invoice ID] – [Your Full Name]”
• Please include the following details:
  
  • Purchase date 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 via the original payment method. Depending on your financial institution, it may take 5-10 business days for the refund to appear.

Late or Missing Refunds (For Approved Cases)

If your refund request has been approved but you have not received it within the specified time:

• 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 support@arkcloudant.com with the subject line “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 are 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 placement of a purchase after 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 interpreted in accordance with the laws of Malaysia, and any disputes arising from or related to 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 on eligibility, or wish to initiate a refund
request, please contact us using the details below:

• Email: support@arkcloudant.com
• Phone: 601110684558 / 601110804558
• Mailing Address: Edocpos Sdn.Bhd, Lot 1 & 2, 1st Floor, Block P, One Avenue, 9, Bandar Utama, 90000 Sandakan, Sabah, Malaysia.

This Refund Policy has been generated based on our operational practices and may be updated from time to time. In the event of any dispute, the terms herein shall
prevail. Under Malaysian consumer protection laws, the cooling-off period right of withdrawal does not apply to digital products or customized services.