Refund and Cancellation Policy

1. About this policy

This policy explains when you can cancel and when you can get money back on Gerai Digital. It is part of our Terms of Service, and the words it uses (merchant, organisation, store, shopper, Payments and Shipping by Gerai Digital) mean the same as there. Gerai Digital is operated by Chelevenild Technologies (Business Reg. No. 202603131930).

There are two kinds of payment, with different rules:

• What merchants pay us: plan fees and top-ups for shipping credit. Part A covers these.
• What shoppers pay merchants: orders placed in a store. The merchant is the seller and decides refunds. Part B explains how cancellations and refunds of orders work on Gerai Digital.

Part C applies to everyone. Nothing in this policy takes away your rights under Malaysian consumer law.

Part A: Merchants

2. Cancelling your plan

• How to cancel. You can cancel a paid plan at any time in your dashboard, under Billing. You do not need to contact us.
• What happens next. Your plan stays active until the end of the period you have paid for. It then moves to the free Seed plan, and it does not renew.
• Changing your mind. Until the period ends, you can undo the cancellation in your dashboard and keep your plan.
• Downgrading. A move to a smaller plan also takes effect at the end of the current period. If you are over the smaller plan's limits, you may need to remove stores or products first.
• Upgrading. An upgrade starts straight away and is charged at once.
• Closing your organisation. If you close your organisation, your plan ends straight away, even if the paid period has not finished.
• Failed payments. If a renewal payment fails, your plan enters a 7-day grace period. If it is still unpaid after that, the plan lapses. Stores above the free plan's limits go offline until you pay.

3. Refunds of plan fees

Plan fees are not refundable. This includes any unused part of a monthly or yearly period, whether you cancel, downgrade or close your organisation. We refund a plan fee only:

• if we charged you by mistake, for example twice for the same period, or after you had cancelled (see section 6);
• if we close your account or end the Service for reasons that are not your fault, for the unused part of the period you paid for; or
• where Malaysian law requires it.

4. Shipping credit and top-ups

• Top-ups are final. Top-ups for shipping credit (minimum RM 20) are paid through Stripe and added to your balance. They cannot be cancelled or refunded once paid, except as below.
• Closing your organisation yourself. Unused credit is not refunded.
• When we close it. If we close your account or the Service, or the law requires your account to be closed, we refund your unused credit to you.
• Booked shipments. Once a shipment is booked, its cost is not refunded, even if you cancel the booking. Extra charges from the courier, such as for wrong weights, are also deducted from your balance.

5. Processing fees and your balance

This section applies only if you use Payments by Gerai Digital.

• Processing fees. The payment processing fee for an order is kept when you refund that order, in full or in part, because the payment provider does not return it to us.
• Refunds come from your balance. When you refund a shopper, we pay them back through our payment provider and deduct the amount from your balance. If your balance is not enough, you must pay us the difference.
• Chargebacks. If a shopper's bank reverses a payment, we deduct the amount and any fee the provider charges us from your balance. We will pass on any evidence you give us to contest it, but the bank decides.
• Your available balance. Sales become available when their order is completed. You can request a payout of your available balance at any time, from RM 50.

6. Billing mistakes

If you think we charged you wrongly, email hello@chelevenild.my within 30 days of the charge, with your organisation name and the invoice number. If we made a mistake, we refund it to your card through Stripe, or to your balance for top-ups, usually within 14 days. Your bank may take 5 to 10 working days more to show it.

Part B: Shoppers

7. The store decides

When you buy from a store on Gerai Digital, you buy from the merchant who runs it. The merchant decides cancellations, returns and refunds, under their own store policy and Malaysian consumer law. Gerai Digital is not the seller and cannot approve a refund for the merchant.

Stores without their own policy. If a store has not published its own refund policy, this Part B applies to its orders. A store's own policy replaces it, as long as it follows our Terms and Malaysian consumer law.

8. Cancelling an order

• Ask the store. To cancel all or part of an order, contact the store using the details on its website or in your order email. The store can cancel the whole order or single items.
• Before it ships. Stores can usually cancel an order that has not been sent yet. Once it has shipped, the store's returns policy applies.
• Unpaid orders. If you have not paid yet, you can simply not pay. The store may cancel the order and release the items.
• When the store cancels. A store may cancel your order, for example if an item is out of stock. If you have paid for it, the store must refund you.

9. How refunds reach you

• Paid online, to a store using Payments by Gerai Digital: once the store approves the refund, we refund you through our payment provider, to the bank account or card you paid with.
• Paid online, to the store's own payment account: the store refunds you through its own payment provider, or by bank transfer.
• Paid by bank transfer or DuitNow: the store refunds you by bank transfer.
• Cash on delivery: if the order is cancelled before delivery, you do not pay for the cancelled items, so there is nothing to refund.

You will get an email when a refund is recorded. Card refunds usually show within 5 to 14 working days, and FPX or bank refunds within 3 to 7 working days, depending on your bank.

10. If a store does not respond

If a store does not reply or will not give a refund you are owed, email us at hello@chelevenild.my with your order number. We will contact the store and may act against it under our Terms. If the store used Payments by Gerai Digital, we can see whether the payment and any refund went through. We cannot decide the dispute for you, but you can also contact the Tribunal for Consumer Claims Malaysia, or your bank about a card payment.

Part C: Everyone

11. Chargebacks

Please contact us, or the store, before asking your bank to reverse a payment. A chargeback on a plan fee or top-up that we have not refunded may lead us to suspend the account until it is settled.

12. Changes to this policy

We may update this policy. For significant changes, we will tell merchants by email or in the dashboard at least 30 days before they apply, and update the date on this page. A change does not affect a payment made before it applies.

13. Contact

Chelevenild Technologies
No 32, Jalan SP 10/12, Bandar Saujana Putra, 42610 Jenjarom, Selangor, Malaysia
Email: hello@chelevenild.my

This policy is available in Bahasa Melayu and English. If the two versions differ, the English version applies.