Payments & Policies

Cancellation & Refund Policy

Clear, transparent guidelines on subscription cancellations, project terminations, refund eligibility, and refund estimated timelines (ETA).

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Entity: Syncoders AI Sdn Bhd
Registration No.: 1440887-A
Refund Processing ETA: 7 – 14 Business Days
Last Updated: August 17, 2026

1. Overview

At Syncoders AI Sdn Bhd (Company Registration No.: 1440887-A), we strive to provide exceptional web, mobile, desktop, and AI cognitive application services. We understand that circumstances may arise where a client may wish to cancel a service or request a refund. This Cancellation and Refund Policy outlines the terms, conditions, and exact timelines governing such requests.

2. Cancellation Policy

A. SaaS & Digital Subscriptions

  • Monthly / Annual Subscriptions: You may cancel your subscription at any time via your account portal or by notifying our support team at least 7 business days prior to your next scheduled billing date.
  • Effect of Cancellation: Following cancellation, you will retain access to the subscription service until the end of the current paid billing cycle. No further recurring charges will be billed to your payment method.

B. Custom Software & AI Development Projects

  • Project Termination: If you wish to cancel a bespoke development contract, written notice must be submitted to Syncoders AI Sdn Bhd.
  • Pre-commencement: If cancellation occurs before any project discovery or development work has commenced, a refund of advance payments may be granted less a 10% administrative processing fee.
  • Active Development Phase: If work has commenced, billing will be prorated according to completed milestones, approved deliverables, and hours expended up to the date of cancellation notice. Payments made for completed and approved milestones are non-refundable.

3. Refund Eligibility & Refund ETA (Timeline)

Official Refund Estimated Timeline (ETA)

Once a cancellation or refund request is reviewed and approved by our finance department:

• Approval & Initiation: Refund instruction is submitted to our payment gateway provider within 3 to 5 business days.
• Refund Crediting ETA: The refund amount will be credited back to your original payment method (Credit/Debit Card, FPX Bank Account, or E-Wallet) within 7 to 14 business days, subject to the processing time of your issuing bank or card issuer.

Service Category Eligibility Condition Refund Amount Refund ETA
SaaS Subscriptions Billing error, duplicate payment, or service non-delivery within first 7 days 100% full refund 7 – 14 Business Days
Custom Development Cancellation prior to project kick-off / design initiation Full deposit less 10% admin charge 7 – 14 Business Days
Milestone Contracts Project terminated mid-way after milestone completion Prorated uncommenced milestone balance 7 – 14 Business Days
Delivered Software Custom source code delivered, deployed, or client-approved Non-refundable (covered by warranty) N/A

4. Non-Refundable Items & Services

Refunds are not applicable under the following circumstances:

  • Third-party costs incurred on your behalf (e.g. domain registrations, third-party API token purchases, specialized third-party cloud hosting licenses, Apple/Google App Store developer fees).
  • Custom features or milestone releases that have been officially reviewed, tested, and signed off / accepted by the client.
  • Change of mind after source code repository or intellectual property has been transferred or deployed to the client's servers.
  • Delays caused by client inaction, including failure to provide required assets, content, API credentials, or timely milestone sign-offs.

5. How to Request a Refund or Cancellation

To request a cancellation or refund, please follow these simple steps:

  1. Send an official written request via email or WhatsApp to our billing support team.
  2. Include your Full Name / Company Name, Invoice / Order Number, Payment Date, and the Reason for Request.
  3. Provide supporting documentation or payment receipts if applicable.
  4. Our team will investigate and acknowledge your request within 24 to 48 hours. Upon verification and approval, we will initiate the refund per our stated 7–14 business days ETA.

6. Contact Billing Support

For any questions regarding billing, invoices, or refund status, please reach out directly:

Syncoders AI Sdn Bhd
Company Reg. No.: 1440887-A
  • Address: No. 14A, Lorong Teng Kung Suk 2, Upper Lanang Industrial Estate, 96000 Sibu, Sarawak, Malaysia
  • Billing Hotline / WhatsApp: 019-816-1991 (Ivan)
  • Support Hours: Monday – Sunday (9:00 AM – 6:00 PM MYT)
  • Live Chat: m.me/codersai.sdnbhd