Refund Policy

Refund Policy

Last updated: 11 July 2026

Agreement Basis: Binding upon payment, invoice, receipt, order confirmation, onboarding form, or system records maintained by the Company.
Business Use: The Client confirms that the service is procured strictly for business purposes.

This Refund Policy sets out the general principles applicable to refund requests relating to the services and subscriptions provided by ABC Salesbot Sdn Bhd ("Company", "ABC Salesbot", "we", "our", or "us").

This Refund Policy shall be read together with the Company's General Terms of Service, Privacy Policy, Data Processing Agreement, and any applicable Service Agreement or package-specific agreement entered into between the Company and the client ("Client").

Where a specific service package or signed agreement contains express provisions relating to refund, service credits, remedy periods, or non-refundable implementation fees, such package-specific or signed agreement shall prevail to the extent of any inconsistency.

1. Guiding Principle

1.1 The Company is committed to delivering its services fairly, transparently, and in good faith.

1.2 Refund requests are assessed based on the nature of the service purchased, the implementation status, the cooperation provided by the Client, the agreed service scope, and the actual circumstances of the request.

1.3 The Company's services are provided on a business-to-business basis and are intended to support business operations through automation, onboarding, implementation guidance, and technical services. Refund entitlement does not arise solely because a Client is dissatisfied with commercial outcomes influenced by business, marketing, operational, or external factors beyond the Company's control.

2. General Position on Refunds

2.1 Unless expressly stated otherwise, payments made for subscriptions, onboarding, implementation support, support hours, message credits, and related services are generally non-refundable. For the avoidance of doubt, message credits, whether included in a package or purchased as top-ups, are strictly non-refundable and non-exchangeable for monetary value under any circumstances.

2.2 Notwithstanding Clause 2.1, the Company may consider refunds in the limited circumstances described in this Refund Policy or in any applicable package-specific agreement.

2.3 Any refund approved by the Company shall be processed through the original payment method where reasonably practicable, subject to the procedures and limitations of the relevant payment provider.

3. Credit Card & Instalment Plan Processing Fee

Where a refund is approved for a payment made by credit card, such refund shall be subject to a five percent (5%) processing fee, which shall be deducted from the amount refundable to the Client. Where the original payment was made via a 0% instalment plan arrangement, any approved refund is subject to a processing charge of between ten percent (10%) and fifteen percent (15%) of the refundable amount.

4. Cooperation Requirement

4.1 Refund eligibility, where applicable, is conditional upon the Client's full and timely cooperation throughout the onboarding, implementation, testing, and optimisation process.

4.2 For the purposes of this Refund Policy, cooperation includes, without limitation:

• (a) providing the required credentials, access, approvals, and prerequisite information requested by the Company;
• (b) attending scheduled sessions or meetings within the agreed implementation timeline;
• (c) carrying out the setup, testing, prompting, or validation tasks assigned during implementation;
• (d) providing feedback, clarification, or confirmation within a reasonable timeframe when requested by the Company; and
• (e) refraining from making unauthorised changes to the system, connected accounts, or implementation environment during the active implementation period.

4.3 Repeated delays, repeated rescheduling, missed meetings, failure to provide required access, or failure to complete assigned setup or testing tasks may affect refund eligibility.

5. Performance-Based Refund Consideration

5.1 Where a package expressly provides a performance-based refund opportunity, such refund shall only be considered if the Client has complied with the implementation timeline requirements, cooperation obligations, and testing process applicable to that package.

5.2 Refund eligibility shall be assessed by reference to the agreed implementation scope and the agreed functional objective of the relevant service, and not by reference to perfection, subjective stylistic preferences, or broader commercial expectations.

5.3 Where the Company has not yet been given a fair opportunity to investigate, troubleshoot, optimise, or remedy the issue within the applicable implementation or validation period, a refund request may be declined.

5.4 Where a refund request is based on a technical issue, refund eligibility shall only be considered after the Company has been given a fair opportunity to remedy the issue, and after all of the following have taken place:

• (a) the Client has used, or reasonably cooperated in the use of, the backup account and/or backup number proposed by the Company, where applicable;
• (b) the Client has tested the remedy or workaround method proposed by the Company; and
• (c) there have been at least five unsuccessful attempts to resolve or implement the relevant function due to technical issues.

6. 30-Day Results Guarantee (Guided Launch and Scoped Engagements)

6.1 Where the Company's marketing materials or a specific package expressly reference a results guarantee (for example, "results in 30 days or you don't pay"), that reference means the guarantee described in this Section 6, subject to the conditions in this Section, this Refund Policy, and the applicable service agreement or package terms.

6.2 The 30-Day Results Guarantee applies only to Guided Launch packages and other scoped implementation engagements where the Company is expressly responsible for setup or a scoped build, as recorded in the applicable invoice, order confirmation, approved proposal, or service agreement. The guarantee applies only where it is expressly stated in writing in the applicable invoice, order confirmation, approved proposal, or service agreement for the specific engagement; it is not implied by marketing materials alone and does not apply automatically to any other purchase. It does not apply to Scale Plan or Enterprise engagements, which are governed by the Go-Live Promise in Section 7, and does not apply to self-serve (do-it-yourself) subscriptions, renewals, message credits, top-up AIS Service Hours, or add-on purchases.

6.3 For the purposes of this Section, "results" means the agreed success target recorded in writing with the Client during onboarding (for example, during Meeting 1 of the implementation programme) for the specific workflow within the agreed scope. The success target must be one of the following, at the unit level stated: (a) appointment booking: the system has facilitated at least one appointment booking; (b) sales and orders: the system has facilitated at least one completed sale, confirmed order, or recorded payment commitment; (c) workflow automation: the agreed workflow is live and has run end to end on real conversations; or (d) insights and reporting: AI Manager has been connected to the Client's conversation data or other agreed system and the first agreed insights report has been delivered. Where a recorded target is stated above the unit level (for example, a number of appointments or a revenue amount), the guarantee under this Section is satisfied when the unit-level outcome stated above is achieved, unless the Company expressly agrees in writing to guarantee the higher target. Where no success target has been recorded by Meeting 2, the success target defaults to item (c) for the workflow described in the applicable invoice, order confirmation, or approved proposal. The recorded target must be one that the Client's current business, offer, and operations can reasonably fulfil. "Results" does not mean revenue, profit, return on investment, conversion rates, or any broader commercial outcome unless expressly agreed in writing.

6.4 The guarantee period is thirty (30) days from Meeting 1 (Day 0) of the implementation programme, unless a different period is stated in the applicable package terms. Where a messaging channel connection required for the agreed workflow (for example, WhatsApp connection or Meta business verification) is not yet active at Meeting 1, Day 1 commences only upon successful activation of that connection, save where the delay is attributable to the Client's own lack of readiness, including missing credentials, approvals, or prerequisites. If the required connection has not been activated within sixty (60) days of Meeting 1 for reasons not attributable to the Company, the guarantee under this Section lapses and the engagement continues on a delivery basis under the applicable service agreement.

6.5 The guarantee period is paused for any period during which the Company is unable to progress the implementation because: (a) the Client has not provided required access, approvals, content, data, credentials, or feedback; or (b) third-party verification, review, or platform restrictions outside the reasonable control of either party prevent progress. The guarantee period resumes once the blocking condition is resolved, and its end date is extended by the number of days so paused, provided that: (i) where a blocking condition under paragraph (a) persists for thirty (30) consecutive days, the guarantee under this Section lapses; and (ii) unless the Company agrees otherwise in writing, the guarantee period ends no later than ninety (90) days after Meeting 1 notwithstanding any pause.

6.6 Eligibility under this Section is conditional upon the Client's cooperation as described in Section 4, and upon the Company having been given a fair opportunity to investigate, optimise, and remedy any issue as described in Section 5 and Clause 6.7.

6.7 Before any refund becomes payable under this Section, the Company is entitled to a remedy period of fourteen (14) days, at no additional charge to the Client, running from the later of: (a) the Client's written notice that the success target has not been met; or (b) the end of the guarantee period. During the remedy period the Company may investigate, reconfigure, re-implement, or deploy reasonable alternative technical means, including a backup account or backup number where applicable, and the Client shall reasonably cooperate with those steps. If the success target is met during the remedy period, no refund is payable under this Section.

6.8 A claim under this Section must be submitted in accordance with the refund request procedure in this Refund Policy within fourteen (14) days after the end of the guarantee period. A written notice under Clause 6.7 given within this window is treated as a claim under this Clause. Where a remedy period under Clause 6.7 is still running when this window would otherwise close, the window is extended to seven (7) days after the end of the remedy period. Claims submitted after the applicable window may be declined at the Company's discretion.

6.9 Where a claim under this Section is approved, the Company shall refund the package fee actually paid for the affected engagement as stated in the applicable invoice, subject to the processing fees described in Section 3 where applicable. The Company may, at its sole discretion, waive or reduce such processing fees for refunds approved under this Section. Upon payment of a refund under this Section, the engagement and all associated platform access, unused credits, and service entitlements terminate, and the refund is accepted in full and final settlement of all claims relating to the engagement.

6.10 This Section applies notwithstanding Clause 2.1 and prevails over the general non-refundability position to the extent of any inconsistency, for qualifying claims only.

7. Scale Plan and Enterprise Guarantee: the Go-Live Promise

7.1 This Section applies to Scale Plan and Enterprise engagements where the Go-Live Promise is expressly stated in the applicable invoice, order confirmation, approved proposal, or service agreement. The Go-Live Promise is the exclusive results-related guarantee for Scale Plan and Enterprise engagements; the 30-Day Results Guarantee in Section 6 does not apply to them. It is not implied by marketing materials alone.

7.2 For the purposes of this Section, the "agreed minimum workflow" means the minimum workflow expressly identified as such in the signed workflow blueprint or, where none is expressly identified, the primary workflow described in the signed blueprint excluding adjacent, optional, or nice-to-have components. A workflow is "live" when it has run end to end on the Client's real data or real conversations and is available for the Client's nominated operators to use. The Go-Live Promise does not extend to items outside the signed blueprint, to change requests, or to any measure beyond delivery of the agreed minimum workflow (for example, adoption levels, usage volumes, or commercial outcomes), unless the Company expressly agrees in writing. Any "first win" or preview milestone described in the applicable service agreement is a progress milestone only and does not create a separate guarantee or refund entitlement.

7.3 Go-Live Promise. Where included, if the Client provides the agreed access, approvals, data, content, and feedback on time and a delay is caused by the Company, the Company will continue working on the agreed minimum workflow described in the signed blueprint without charging additional AIS Service Hours until that workflow is live. The Go-Live Promise is a delivery remedy only and does not create any refund entitlement except as stated in Clause 7.4.

7.4 The Go-Live Promise commences upon the Client's sign-off of the workflow blueprint and does not apply before sign-off. It operates by reference to the delivery timeline recorded in the signed blueprint or, where none is recorded, a target of ninety (90) days from blueprint sign-off. If blueprint sign-off has not occurred within sixty (60) days after the AI Blueprint Builder Session for reasons not attributable to the Company, the Go-Live Promise lapses and the engagement continues on a delivery basis under the applicable service agreement. Unless the Company agrees otherwise in writing, the Company's obligation to work without additional charge under the Go-Live Promise ends no later than one hundred and eighty (180) days after blueprint sign-off notwithstanding any pause; where the agreed minimum workflow is not live by that date for reasons attributable to the Company, the Company shall either complete the agreed minimum workflow at its own cost or refund the portion of fees attributable to the undelivered items, in full and final settlement.

7.5 The delivery timeline under the Go-Live Promise, and each period in this Section, is extended day for day for any period during which the Company is unable to progress because: (a) the Client has not provided required access, approvals, content, data, credentials, stakeholder availability, or feedback (including blueprint sign-off and acceptance-testing feedback); (b) third-party verification, review, or platform restrictions outside the reasonable control of either party prevent progress; or (c) the Company has suspended work for non-payment of an undisputed invoice in accordance with the applicable service agreement. Where a blocking condition under paragraph (a) persists for thirty (30) consecutive days after written notice from the Company, the Go-Live Promise lapses and the engagement continues on a delivery basis. Where the Client has not provided acceptance-testing sign-off or a written list of specific defects within fourteen (14) days after the Company gives written notice that the agreed minimum workflow is ready for acceptance testing, the workflow is deemed accepted and treated as live for the purposes of this Section.

7.6 A request under the Go-Live Promise must be made in writing through the channels described in Section 12, identifying the milestone said to have been missed and the delay said to be caused by the Company, within fourteen (14) days after the relevant milestone date. A written notice under this Clause is treated as invoking the Go-Live Promise, and the Company shall respond with a remediation plan within fourteen (14) days.

7.7 The Go-Live Promise relates to delivery of the agreed scope only. It is not a guarantee of revenue, profit, return on investment, hiring outcomes, advertising performance, or any broader commercial result, and eligibility is conditional upon the Client's cooperation as described in Section 4.

7.8 For Enterprise engagements, this Section applies phase by phase. Each implementation phase recorded in the master implementation plan is treated as a separate scoped delivery for the purposes of the Go-Live Promise, with the signed phase blueprint serving as the signed workflow blueprint and each phase carrying its own timelines under Clauses 7.4 to 7.6. References in Clause 7.4 to the AI Blueprint Builder Session are read, for the first implementation phase, as references to the final discovery session recorded in the Company's records and, for each subsequent phase, as references to the Company's delivery of the draft phase blueprint for that phase. A phase commences upon the signing of its phase blueprint. Completion, acceptance, or deemed acceptance of one phase is not affected by disputes concerning another phase, and fees for completed phases are non-refundable. Where the applicable service agreement provides for termination at phase boundaries, fees for phases not yet commenced are not charged, or are refunded where prepaid, and such refund is accepted in full and final settlement in respect of the phases not commenced.

8. Partial Performance and Underperformance

8.1 In some cases, the system may function partially but the Client may believe that performance remains materially below the agreed objective.

8.2 In such circumstances, the Company may consider whether:

• (a) the issue is materially attributable to the system or implementation delivered by the Company;
• (b) the issue is instead caused by the Client's content, prompting, marketing, traffic quality, offer quality, or business conditions; and
• (c) the issue can reasonably be remedied through optimisation, reconfiguration, training, or clarification.

8.3 Refund entitlement shall not arise merely because the Client expected a higher level of business performance than was actually achieved.

9. Third-Party Platforms and Integrations

9.1 The Company's services may rely on third-party platforms including, without limitation, Meta, WhatsApp, artificial intelligence providers, hosting providers, scheduling tools, and other external services.

9.2 The Company shall not be responsible for service interruptions, verification delays, API restrictions, account limitations, policy changes, platform suspensions, or technical limitations imposed by such third-party providers.

9.3 Third-party integration issues are generally not refundable unless:

• (a) the relevant integration was expressly included as part of the agreed service scope;
• (b) the integration is essential to the agreed implementation objective;
• (c) no workaround is available; and
• (d) the Company is unable to provide a reasonable remedy or alternative within the applicable implementation or remediation period.

10. Grounds That Are Not Eligible for Refund

10.1 Refunds shall not ordinarily be granted on the basis of:

• (a) change of mind after purchase;
• (b) competitor pricing or discovery of a cheaper alternative;
• (c) requests for features, customisations, or capabilities that were not included in the purchased scope;
• (d) dissatisfaction with wording, tone, style, greeting format, emoji usage, or similar conversational preferences, where the agreed functional objective is otherwise being performed;
• (e) low lead volume, low-quality leads, weak campaign performance, or poor marketing effectiveness that is inherent in Client's own business;
• (f) business, revenue, or conversion expectations not expressly agreed as part of the service scope;
• (g) failure by the Client to prepare required materials, attend meetings, provide access, or complete assigned implementation tasks;
• (h) internal disagreement within the Client's business, including where another decision-maker later changes their mind;
• (i) issues arising from third-party systems or accounts outside the Company's control; or
• (j) matters that fall outside the purchased package or agreed implementation route.

11. Exceptional Discretion

11.1 Notwithstanding the provisions of this Refund Policy, the Company reserves the right, at its sole discretion, to offer a refund, service credit, replacement service, or commercial resolution where it considers such action appropriate in the circumstances.

11.2 The exercise of such discretion in any one case shall not create any precedent or continuing entitlement for any other case.

11.3 The Company also reserves the right, where appropriate, to disengage from a client relationship and offer a refund or partial commercial remedy in exceptional circumstances, including where the relationship has become materially disruptive, abusive, or commercially unworkable.

12. Refund Request Procedure

12.1 Any refund request must be submitted in writing to the Company either:

• through the Company's designated WhatsApp support channel; or
• by email to support@abcsalesbot.com.

12.2 The refund request should include sufficient information to enable assessment, including:

• (a) the Client's name and company details;
• (b) the package or service purchased;
• (c) the date of purchase;
• (d) the issue complained of; and
• (e) the specific reasons and justifications on refund request.

12.3 The Company may request additional information, implementation records, screenshots, logs, account access, or supporting evidence before making a determination.

12.4 Refund requests must be submitted within thirty (30) days from the date of Meeting 1 (Day 0) of the implementation programme, save that claims under the 30-Day Results Guarantee may be submitted within the window described in Clause 6.8, claims under Clause 7.4 may be submitted within fourteen (14) days after the outer date stated there, and refunds of prepaid fees for phases not commenced under Clause 7.8 may be requested within fourteen (14) days after the effective date of the phase-boundary termination. For Scale Plan and Enterprise engagements, the thirty (30) day general window is measured from the date of the AI Blueprint Builder Session or, for Enterprise engagements, the first discovery session. Requests submitted after the applicable period may be declined at the Company's discretion.

13. Review, Determination, and Processing Time

13.1 The Company shall assess refund requests in good faith and in accordance with this Refund Policy, the relevant package terms, and the actual implementation history.

13.2 In determining a refund request, the Company may consider, among other matters:

• (a) the service purchased;
• (b) the implementation progress achieved;
• (c) the Client's cooperation;
• (d) whether the issue falls within the agreed service scope;
• (e) whether the Company has been given a fair opportunity to remedy the issue; and
• (f) whether the issue is caused by factors within or outside the Company's control.

13.3 Refund evaluation may take up to fourteen (14) days. The Company's decision shall be communicated to the Client in writing.

13.4 Where a refund is approved, processing shall generally take up to one (1) calendar month, subject to banking procedures, payment gateway timelines, and the original payment method used.

14. Amendments

14.1 The Company reserves the right to amend or update this Refund Policy from time to time.

14.2 The version of this Refund Policy in force at the time of the Client's purchase shall apply to that purchase, unless a later version is expressly agreed between the parties.

15. Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of Malaysia. Any dispute arising in connection with this Refund Policy shall be subject to the jurisdiction of the courts of Malaysia.