Refund Policy Breakdown
Core Philosophy: Fair & Transparent Dealing
At Qim Lab Enterprise (SSM Registration: 202603007186 / 003810616-X), we are dedicated to delivering exemplary solutions across cloud software, engineering construction, and custom machine tooling.
Because our operations span diverse commercial domains—ranging from recurring cloud software subscriptions to custom manufactured metal components and on-site physical wiring—our refund and cancellation terms are designed around the tangible economic realities of each division. Our commitment is simple: clear terms before you order, fair remedies if something goes wrong.
IT, Campus Hub SaaS & Custom Software (QL Studio)
2.1 Campus Hub SaaS (campushub.my)
SaaS Cloud- Subscription Cancellation: Institutional subscribers may cancel recurring monthly or annual billing at any point via the institutional admin console or by emailing contact@qimlab.com.my. Upon cancellation, access remains active until the end of the current paid billing cycle, with no subsequent auto-renewal.
- 14-Day Initial Defect Remediation Window: If a newly onboarded institutional subscriber encounters a verified, critical software defect or platform disruption that prevents core administrative usage, and our engineering team cannot rectify the failure within seven (7) business days of written notice, a pro-rated refund of the current billing cycle fee will be disbursed upon request.
- Non-Refundable SaaS Items: Completed previous billing cycles, custom data migration fees, and completed on-site or virtual staff training workshops are non-refundable.
2.2 Custom Web & Mobile Software Development
Bespoke Engineering- Initial Discovery & Scoping Deposit: The commencement deposit covers architectural design, wireframing, and sprint planning labor, and is non-refundable once project kickoff meetings have taken place.
- Milestone Payments: Payments allocated to completed project milestones that have been reviewed and approved by the Client are non-refundable.
- Early Contract Termination: If a Client elects to terminate custom development before completion, any advance payments made for milestones that have not yet commenced will be refunded in full. Documented engineering hours spent on the active, partially-completed milestone will be charged on a prorated basis against the active milestone deposit.
2.3 Open Source Projects (project_iman, MyMET)
Our public utilities are offered free of charge. Voluntary sponsorships, community grants, or donations supporting open-source software maintenance are processed as charitable or community gifts and are non-refundable.
Civil & Electrical Services (QL Civil)
Civil Works, Electrical Installations & Renovation Policies
Physical Contracting1. Physical Raw Materials Advance
Mobilization advance payments allocated to procure non-returnable physical materials (electrical cables, circuit breakers, conduit, distribution panels, ceiling panels, concrete mix) are strictly non-refundable once materials have been purchased from suppliers or delivered to the project site.
2. Cancellation Prior to Site Mobilization
If a civil or electrical project is formally cancelled by the Client at least three (3) full business days prior to field team mobilization and material procurement, the labor deposit will be refunded less a 10% administrative and preliminary site assessment fee.
3. 30-Day Workmanship Defect Rectification Guarantee (In Lieu of Cash Refund)
Because physical construction labor, installed wiring, and wall partitions cannot be restocked or returned, Qim Lab Enterprise provides an unconditional Thirty (30) Day Workmanship Rectification Guarantee. If any minor construction work or electrical installation exhibits workmanship defects within 30 days of client handover, our certified technicians will inspect and rectify the defect at zero labor cost to the Client.
Precision Fabrication (QL Fabrication)
Lathe Machine, Milling & Minor Mold Machining Policies
Custom Machining1. Bespoke Made-to-Order Nature
All turned rods, milled blocks, molds, and machined fittings are customized to client-specific CAD drawings or physical templates. As customized items, they possess zero resale value and cannot be restocked.
2. Cancellation Prior to Cutting vs. Active Machining
- Prior to Cutting & Setup: If an order is cancelled before raw metal or plastic stock is cut and machine tooling is mounted, an 85% refund is granted (15% is retained for technical drawing review and tooling prep).
- Once Machining Commences: Orders are strictly non-refundable once turning, milling, or shaping operations have begun on our machinery.
3. 7-Day Dimensional Tolerance & Non-Conformance Guarantee
If a delivered mold or machined part fails to adhere to the approved CAD drawing dimensions or agreed ISO 2768-m tolerance standards (verified via dimensional inspection report within seven (7) calendar days of delivery), Qim Lab Enterprise will re-machine, correct, or fabricate a replacement part free of charge. If technical remediation is impossible, a 100% refund or credit note for the non-conforming part will be issued.
Formal 4-Step Refund Claim Submission Protocol
To submit a refund request or guarantee claim, please adhere to our structured four-step procedure:
Email contact@qimlab.com.my with subject: [Refund Claim] - [Invoice/Order Number].
Provide official receipt, photographic evidence, dimensional measurements, or error logs.
Our engineering and management team evaluates the claim within 3 to 5 business days.
Approved refunds are disbursed within 7–14 business days via original payment method / DuitNow.
Gateway Disbursement & Payment Gateway Refunds
- Settlement Currency: All approved monetary refunds are issued in Malaysian Ringgit (MYR).
- Original Payment Method: Transactions processed online via Curlec by Razorpay, FPX, or debit/credit cards will be reversed directly to the originating bank account or card wherever technically supported by the payment gateway.
- Direct Bank Transfer Fallback: Where gateway reversals are unavailable, refunds will be transferred via DuitNow Instant Transfer or Interbank GIRO (IBG) to a verified Malaysian corporate or personal bank account in the Client's legal name.