Refund Policy

1. Overview

This Refund Policy ("Policy") outlines the terms and conditions under which Deux Alpha Tech Sdn Bhd ("Company", "we", "us", or "our") may provide refunds for GoPet AI services purchased through our platform at gopet.ai. This policy applies to all customers ("you", "your") who have purchased our services.

2. Subscription Refunds

2.1 Eligibility Criteria

We offer full refunds for subscription purchases under the following conditions:

• Request must be made within 3 days of the initial purchase date
• The subscription must not have been actively used beyond the trial period
• Processing fees will be deducted from the refund amount
• Refund requests must be submitted through our official support channels

2.2 Refund Amount Calculation

• Full subscription fee minus applicable processing fees (typically 2.9% + $0.30 per transaction)
• Example: For a $100 subscription, the refund amount would be approximately $96.80 after deducting processing fees

2.3 Subscription Renewal Refunds

• Automatic renewals are eligible for refund if requested within 3 days of the renewal charge
• Mid-cycle cancellations do not qualify for pro-rated refunds unless required by law
• Service access continues until the end of the current billing period

3. Free Trial and Promotional Offers

3.1 Free Trial Period

• Our free trial period allows you to evaluate GoPet AI without charge
• No refunds are applicable for free trials as no payment is required
• Trial accounts are automatically converted to paid subscriptions unless cancelled before trial expiration

3.2 Promotional Discounts

• Refunds for discounted subscriptions follow the same 3-day policy
• Refund amount is based on the actual amount paid, not the original price
• Promotional credits or vouchers are non-refundable

4. Add-On Services and Features

4.1 Premium Features

• Add-on features purchased separately follow the same 3-day refund window
• Refunds are processed to the original payment method
• Usage of premium features may affect refund eligibility

4.2 One-Time Purchases

• Setup fees, customization services, or one-time purchases are non-refundable after services have been delivered
• Refunds may be considered on a case-by-case basis for undelivered services

5. Refund Process

5.1 How to Request a Refund

1. Contact our support team via:

• Email: [email protected]
• Live chat on gopet.ai

2. Provide the following information:

• Account email address
• Transaction ID or invoice number
• Reason for refund request
• Date of purchase

5.2 Processing Timeline

• Refund requests are reviewed within 2 business days
• Approved refunds are processed within 5-7 business days
• Refunds are issued to the original payment method
• Bank processing times may vary (typically 3-10 business days)

5.3 Refund Confirmation

• You will receive email confirmation once the refund is processed
• Refund reference number will be provided for tracking purposes

6. Non-Refundable Items

The following are NOT eligible for refunds:

• Subscriptions used beyond the 3-day refund window
• Services where data has been extensively processed or stored
• Customization or setup services already completed
• Third-party integrations or services
• Costs associated with data migration or export
• Fees for chargebacks or payment disputes

7. Exceptional Circumstances

7.1 Service Outages

• Extended service outages (>24 hours) may qualify for service credits
• Credits are calculated based on the percentage of downtime during your billing period
• Service credits are applied to future invoices, not refunded as cash

7.2 Technical Issues

• Significant technical issues preventing service use may be eligible for pro-rated refunds
• Issues must be reported promptly and verified by our technical team
• Refunds are considered on a case-by-case basis

7.3 Billing Errors

• Billing errors or duplicate charges are eligible for full refunds
• No time limit applies to billing error corrections
• Corrections are processed immediately upon verification

8. Dispute Resolution

8.1 Internal Review

• If your refund request is denied, you may request a management review
• Provide additional documentation supporting your refund claim
• Management reviews are completed within 5 business days

8.2 Chargeback Policy

• Chargebacks initiated without contacting us first may result in account suspension
• We reserve the right to dispute illegitimate chargebacks
• Account access is restored upon chargeback resolution

9. Regional Variations

9.1 Malaysian Consumer Protection

• This policy complies with Malaysian Consumer Protection Act 1999
• Statutory rights under Malaysian law are not affected by this policy
• Additional protections may apply under local consumer protection laws

9.2 International Customers

• International customers are subject to this policy unless local laws provide greater protection
• Currency conversion rates at the time of refund processing apply
• International transaction fees may affect refund amounts

10. Policy Updates

10.1 Changes to This Policy

• We may update this policy at any time with reasonable notice
• Changes will be posted on our website and communicated via email
• Continued use of our services constitutes acceptance of updated terms

10.2 Grandfathering

• Existing subscriptions purchased before policy changes remain subject to the original terms
• New purchases are subject to the current policy version

11. Contact Information

For refund requests or questions about this policy, contact us at:

12. Important Notes

• Processing fees are charged by payment processors (Stripe, PayPal, etc.) and cannot be refunded
• Refunds are processed in US Dollars (USD) regardless of original payment currency
• Tax implications of refunds are the customer's responsibility
• This policy does not affect your statutory rights under applicable consumer protection laws