Refund Policy

1. 14-Day Money-Back Guarantee

We want you to experience Siap risk-free. If you are a new subscriber and find that Siap does not meet your business needs, you may request a full refund within fourteen (14) days of your initial subscription payment.

To be eligible for the money-back guarantee:

• The refund request must be submitted within 14 calendar days of your first payment date.
• The guarantee applies only to your first subscription billing cycle (first-time subscribers).
• No mandatory explanation is required, though feedback on how we can improve our platform for Malaysian field service teams is always appreciated.

Once approved, the full amount paid will be refunded to your original payment method. Depending on your bank or payment provider, refunds typically appear in your account within 5 to 10 business days.

2. Cancellation Policy

You maintain complete control over your subscription. You can cancel your subscription at any time directly from your account dashboard or billing settings:

• Self-Service Cancellation: You can cancel anytime without needing to contact support or jump through hoops.
• Continued Access: Upon cancellation, you will retain full access to Siap, including all features, technician seats, and customer data, until the end of your current paid billing cycle.
• No Future Charges: Once cancelled, your subscription will not renew, and no further charges will be applied to your payment method.

3. No Prorated Refunds

Except for requests made within the initial 14-day money-back guarantee period, all subscription payments are non-refundable.

• We do not provide prorated refunds or credits for partial months, unused days, or mid-cycle cancellations.
• Recurring subscription renewals that occur after the 14-day guarantee period has expired are non-refundable.
• If you cancel mid-cycle, you will continue to have access to the platform for the remaining days of that billing period.

4. Exceptional Circumstances

We understand that special situations can occur. Refund requests submitted outside the 14-day window may be considered on a case-by-case basis at our sole discretion under exceptional circumstances, such as:

• Severe Technical Issues: Prolonged, critical platform outages or verified software defects that prevented you from using core services and could not be resolved by our technical team within a reasonable timeframe.
• Billing or Transaction Errors: Documented duplicate charges, incorrect billing amounts, or technical errors resulting from payment processing.
• Fraudulent Activity: Verified unauthorised charges on your account, reported promptly with appropriate documentation.

Any refund granted under exceptional circumstances is done solely at our discretion and does not establish a precedent for future requests.

5. How to Request a Refund

To request a refund under our 14-day guarantee or due to exceptional circumstances, please contact our support team via email:

• Account Email: Send your request from the email address registered with your Siap account.
• Transaction Details: Include your order ID, invoice number, or payment confirmation from Paddle.
• Reason for Request: Provide a brief description of why you are requesting a refund to help us process your ticket efficiently.

6. Payment Processor & App Store Terms

Depending on how your subscription was purchased, the following merchant terms apply:

• Paddle (Web Subscriptions): Our web payments are processed by Paddle, which acts as the Merchant of Record. Approved refunds will be remitted through Paddle directly to your original payment method.
• Apple App Store / Google Play: If you subscribed via in-app purchase through the Apple App Store or Google Play Store, your purchase is governed by Apple’s or Google’s respective terms of sale. Due to app store privacy and payment policies, Siap cannot directly issue refunds for purchases made through the App Store or Google Play. You must submit your refund request directly through your Apple or Google account settings.