Cancellation & Refund Policy

11. Purpose and scope

This Cancellation & Refund Policy explains when customers may cancel an order or service and when a refund may be available for payments made to Nexflo Sdn Bhd (“Nexflo”, “we”, “us” or “our”). It applies to online purchases and payments relating to software subscriptions, AI system services, setup and implementation services, customisation, integration, consulting and other digital or professional services supplied by Nexflo.

Where a signed quotation, statement of work (“SOW”), service agreement or other written contract contains specific cancellation or refund terms, those agreed terms will apply to that transaction to the extent they differ from this Policy, subject to applicable law.

22. Cancellation requests

Customers may request cancellation by contacting Nexflo through the official contact channel stated on the relevant quotation, invoice, order confirmation, service agreement or Nexflo website. The request should include:

• the customer or company name;
• the invoice or quotation reference;
• the service purchased;
• the payment date; and
• the reason for cancellation.

33. Refund eligibility

44. Non-refundable items

• Services, implementation work, consultation or deliverables already completed or accepted by the customer.
• Custom development, customisation, configuration, integration or professional work already performed before the cancellation request.
• Licence, subscription or service periods that have already been activated and used, unless otherwise agreed in writing.
• AI tokens, API usage, cloud usage, messaging charges, storage or other metered usage already consumed.
• Third-party fees, licences, platform charges or commitments that Nexflo has already paid or cannot cancel or recover.
• Delays, limitations or non-performance caused by missing customer data, access, approvals, credentials, decisions or other customer dependencies, where Nexflo remains ready and able to continue the service.
• A change of mind after substantial work has commenced, except to the extent a refund is otherwise required by applicable law or agreed in writing.

55. Refund request and processing timeline

1. 1

   Request acknowledgement

   Within 3 business days after Nexflo receives the cancellation/refund request.

   3 business days

2. 2

   Eligibility review

   Normally within 5 business days after all required information and payment records are received.

   5 business days

3. 3

   Refund initiation

   Within 7 business days after the refund is approved.

   7 business days

4. 4

   Expected credit to customer

   Usually within 7–14 business days from refund approval, depending on the bank, card issuer or payment provider.

   7–14 business days

If additional verification is required, Nexflo will inform the customer of the reason for the delay and provide an updated estimated completion date. The time taken by a bank, card network or payment service provider after Nexflo has initiated the refund is outside Nexflo’s direct control.

66. Refund method

Approved refunds will normally be returned to the original payment method or originating bank account. Where this is not technically possible, Nexflo may request verified bank details and process the refund through an alternative method agreed with the customer.

77. Service issues and opportunity to remedy

Where a refund request relates to an alleged service issue, Nexflo may first be given a reasonable opportunity to investigate and correct the issue. If the issue cannot reasonably be corrected within the agreed scope and the customer is otherwise eligible for a refund, the applicable refund will be processed in accordance with the timelines above. Delivery timelines themselves are set out in our Service Delivery Policy.

88. Customer responsibilities

• Provide accurate payment and order information.
• Submit cancellation or refund requests through an identifiable official contact channel.
• Provide any documents reasonably required to verify payment and refund eligibility.
• Notify Nexflo promptly of duplicate or incorrect transactions.

99. Applicable law and consumer rights

Nothing in this Policy is intended to exclude or restrict any customer right or remedy that cannot lawfully be excluded under applicable law. Nexflo reserves the right to update this Policy from time to time, with the latest published version applying to new transactions unless otherwise agreed in writing.

1010. Contact

For cancellation or refund requests, use the official support channel or account manager stated on your quotation, invoice or service agreement, or contact us below.