Refund Policy

At Softfac Technology Sdn Bhd, we strive to provide exceptional software and services that meet the customer’s needs.
This Refund Policy outlines the terms and conditions under which the customer may request and receive a refund for SmartHR MAX product. We believe in transparency and want to ensure the customer understands our commitment to meet customer satisfaction.

Refund Eligibility
  • Refund Window:

    • The refund window only applies during the subscription period of SmartHR MAX by the customer.

  • Valid Reasons for a Refund:

    • Refunds will be considered for the following reasons:

  • Technical Issues:
      • The product consistently fails to function as advertised or promised, despite reasonable attempts to resolve the issue through our support channels.
  • Non-Delivery of Promised Features:
      • Key features or functionalities essential to the product's advertised value are missing or not functioning as described.
  • Unclear Marketing or Sales Practices
      • The product was materially misrepresented in marketing materials or sales pitches, leading to a significant misunderstanding of its capabilities.
  • Billing Errors
      • (e.g., incorrect charges, duplicate charges, lack of notification)
  • Reasons for Ineligibility:

    • Refunds will not be granted for the following reasons:

  • Change of Mind or No Longer Needed:
      • Customer decided not to use or need the SmartHR MAX without any valid reason.
  • Minor Issues
      • The issue could be resolved through our customer support channels.
  • Inadequate Review:
      • You did not thoroughly evaluate the product’s features and functionality before subscribe.
  • Specific non-refundable items or services
      • (e.g. setup fees, custom integrations).
Refund Review Process
      i. All refund requests will be thoroughly reviewed to determine if they meet our eligibility criteria.
      ii. We reserve the right to deny refund requests that do not comply with this policy.
How to Request a Refund
      i. Contact our customer support team at [Email Address] within the refund window.
      ii. Provide your company name, email address, order/invoice number, and a detailed explanation of your reason for requesting a refund.
      iii. Our team will review the customer request and respond within 5 business days.
Refund Processing Time
      i. Approved refunds will be processed within 14 business days and credited back to the customer’s original payment method.
Additional Notes
      i. This Refund Policy may be updated from time to time. We encourage the customer to review this Policy periodically.
      ii. This Policy does not limit any customer rights under Malaysian law.